Satisfaction: A Behavioral Perspective on the Consumer

Satisfaction: A Behavioral Perspective on the Consumer
By:Richard L. Oliver
Published on 2014-12-18 by Routledge

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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Book ID of Satisfaction: A Behavioral Perspective on the Consumer's Books is vs7fBQAAQBAJ, Book which was written byRichard L. Oliverhave ETAG "Axw4fAB79nY"

Book which was published by Routledge since 2014-12-18 have ISBNs, ISBN 13 Code is 9781317460213 and ISBN 10 Code is 1317460219

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