Satisfaction: A Behavioral Perspective on the Consumer (McGraw-Hill Series in Marketing) - Hardcover

Oliver, Richard L.

Hardcover

ISBN 10: 0070480257 ISBN 13: 9780070480254

Publisher: McGraw-Hill Inc.,US, 1997

Synopsis

This work examines the meaning, causes, and consequences of customer satisfaction. The author broadens the determinants of psychological satisfaction to include needs, excellence (quality), fairness, and regret (what might have been). It concludes with chapters on post-purchase consequences, such as complaining behaviour and customer loyalty, and discusses why an understanding of satisfaction psychology is important to management. The chapters on the satisfaction processes include dissonance, attribution of responsibility, consumption affect, and consumption processing, culminating in a "consumption processing model".

About this title

From the Publisher

+ This text begins by developing a definition of satisfaction, then describes current practice to bring the student up to the level of what the best practitioners are doing today to measure satisfaction.

+ Chapter 3 considers the role of expectations and reactions to expectation-performance discrepancies to bring the student up to the level of current academic research in the area.

+ Chapters 5-8 broaden the determinants of satisfaction beyond most current academic treatments by discussing other satisfaction comparators including needs, excellence (quality), fairness, and "what might have been" (regret).

+ A discussion of satisfaction processes (e.g. dissonance, attribution of responsibility, consumption effect, and "consumption processing") in chapters 9-12 tackles the underlying psychological processing of the concepts in the previous chapters and culminate with the authorĘs "Consumption Processing Model."

+ Chapters on postpurchase processes, including loyalty and complaining behavior complete the book along with a discussion of why an understanding of satisfaction psychology is so important for management.

Edition details

• Publisher: McGraw-Hill Inc.,US
• Publication date: 1997
• ISBN 10: 0070480257
• ISBN 13: 9780070480254
• Binding: Hardcover
• Language: English
• Number of pages: 432