ENGLISH

Satisfaction: A Behavioral Perspective on the Consumer

By Richard L. Oliver

Book information

Publisher
Routledge
Year
2010
ISBN
0765617706, 9780765617705
Language
english
Format
PDF
Filesize
3 MB (3390970 bytes)
Edition
2
Pages
544\542
Scanned
yes
Time added
2015-05-30 15:27:00
Banks Banking Economics Business Money Consumer Be

Description

Designed for advanced MBA and doctoral courses in Consumer Behavior and Customer Satisfaction, this is the definitive text on the meaning, causes, and consequences of customer satisfaction. It covers every psychological aspect of satisfaction formation, and the contents are applicable to all consumables - product or service.Author Richard L. Oliver traces the history of consumer satisfaction from its earliest roots, and brings together the very latest thinking on the consequences of satisfying (or not satisfying) a firm's customers. He describes today's best practices in business, and broadens the determinants of satisfaction to include needs, quality, fairness, and regret ('what might have been').The book culminates in Oliver's detailed model of consumption processing and his satisfaction measurement scale. The text concludes with a section on the long-term effects of satisfaction, and why an understanding of satisfaction psychology is vitally important to top management.

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