Home » Satisfaction: A Behavioral Perspective On The Consumer by Richard L. Oliver
Satisfaction: A Behavioral Perspective On The Consumer Richard L. Oliver

Satisfaction: A Behavioral Perspective On The Consumer

Richard L. Oliver

Published January 28th 2010
ISBN : 9780765617705
Hardcover
519 pages
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 About the Book 

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 satisfactionMoreDesigned 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 firms customers. He describes todays 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 Olivers 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.