Satisfaction: A Behavioral Perspective on the Consumer

A Behavioral Perspective on the Consumer

Business & Finance, Finance & Investing, Banks & Banking
Cover of the book Satisfaction: A Behavioral Perspective on the Consumer by Richard L. Oliver, Taylor and Francis
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Author: Richard L. Oliver ISBN: 9781317460213
Publisher: Taylor and Francis Publication: December 18, 2014
Imprint: Routledge Language: English
Author: Richard L. Oliver
ISBN: 9781317460213
Publisher: Taylor and Francis
Publication: December 18, 2014
Imprint: Routledge
Language: English

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.

View on Amazon View on AbeBooks View on Kobo View on B.Depository View on eBay View on Walmart

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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