Satisfaction: A Behavioral Perspective on the Consumer: A Behavioral Perspective on the Consumer - Hardcover

Oliver, Richard L.

Hardcover

ISBN 10: 0765617706 ISBN 13: 9780765617705

Publisher: Routledge, 2010

Synopsis

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.

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.

About this edition

• Publisher: Routledge
• Publication date: 2010
• ISBN 10: 0765617706
• ISBN 13: 9780765617705
• Binding: Hardcover
• Edition number: 2
• Number of pages: 544