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

by Richard L. Oliver

Overview

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.

Product Details

ISBN-13:	9780765617705
Publisher:	Taylor & Francis
Publication date:	02/15/2010
Edition description:	New Edition
Pages:	544
Product dimensions:	7.10(w) x 10.10(h) x 1.20(d)

About the Author

Richard L. Oliver

Table of Contents

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;