Satisfaction: A Behavioral Perspective on the Consumer (McGraw-Hill series in marketing)

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9780071154123: Satisfaction: A Behavioral Perspective on the Consumer (McGraw-Hill series in marketing)

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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Oliver, Richard L.
Published by McGraw-Hill Education (ISE Editions) (1997)
ISBN 10: 0071154124 ISBN 13: 9780071154123
Used Quantity Available: 1
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Better World Books Ltd
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Book Description McGraw-Hill Education (ISE Editions), 1997. Book Condition: Very Good. International Ed. Ships from the UK. Former Library book. Great condition for a used book! Minimal wear. Bookseller Inventory # GRP96494287

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