Richard L. Oliver

Satisfaction: A Behavioral Perspective on the Consumer (eBook, PDF)

A Behavioral Perspective on the Consumer

• Format: PDF

Produktbeschreibung

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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Produktdetails

• Verlag: Taylor & Francis eBooks
• Seitenzahl: 544
• Erscheinungstermin: 18. Dezember 2014
• Englisch
• ISBN-13: 9781317460220
• Artikelnr.: 42045993

Autorenporträt

Richard L. Oliver

Inhaltsangabe

Chapter 1 Introduction
Part I Basic Satisfaction Mechanisms
Chapter 2 The Performance of Attributes, Features, and Dimensions
Chapter 3 Expectations and Related Comparative Standards
Chapter 4 The Expectancy Disconfirmation Model of Satisfaction
Part II Alternative and Supplementary Comparative Operators
Chapter 5 Need Fulfillment in a Consumer Satisfaction Context
Chapter 6 Quality
Chapter 7 The Many Varieties of Value in the Consumption Experience
Chapter 8 Equity
Chapter 9 Regret and Hindsight
Part III Satisfaction Processes and Mechanisms
Chapter 10 Cognitive Dissonance
Chapter 11 Attribution in the Satisfaction Response
Chapter 12 Emotional Expression in the Satisfaction Response
Chapter 13 The Processing of Consumption
Part IV Satisfaction's Consequences: What Happens Next?
Chapter 14 After Satisfaction
Chapter 15 Loyalty and Financial Impact