Items related to Satisfaction: A Behavioral Perspective on the Consumer
Synopsis
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.
"synopsis" may belong to another edition of 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.
"About this title" may belong to another edition of this title.
- PublisherMcGraw-Hill Education (ISE Editions)
- Publication date1997
- ISBN 10 0071154124
- ISBN 13 9780071154123
- BindingPaperback
- LanguageEnglish
- Number of pages448
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