Based upon 20 years of research on the meaning, causes and consequences of consumer satisfaction, this text covers all psychological aspects of satisfaction formation applicable to all consumables - product or service and also reviews current research in this area of study.
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+ 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 authorÆs "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.
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