Satisfaction: A Behavioral Perspective on the Consumer (McGraw-Hill series in marketing)


Product Information

Product Description

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.
Technical Details
Binding
Paperback
Number of Pages
448
Product group
Book
Label
McGraw-Hill Education (ISE Editions)
Edition
International Ed
Publisher
McGraw-Hill Education (ISE Editions)
Publication date
July 1, 1997
Format
International Edition
Author
Richard L. Oliver
Language
English (Published), English (Original Language)
EAN
9780071154123
ISBN-10
0071154124
Item Dimensions H
9.06 inches
Item Weight
1.1 pounds
Manufacturer
McGraw-Hill Education (ISE Editions)
Studio
McGraw-Hill Education (ISE Editions)



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