· 2014
Satisfaction: A Behavioral Perspective on the Consumer
- 2,966citations
- 2014year
Short summary
This book offers a comprehensive behavioral perspective on customer satisfaction, integrating psychological aspects, business best practices, and a detailed model of consumption processing.
AI-generated from the title and abstract; the full text is not read.
Key points
- Covers psychological aspects of satisfaction formation applicable to all consumables.
- Broadens determinants of satisfaction to include needs, quality, fairness, and regret.
- Presents a detailed model of consumption processing and a satisfaction measurement scale.
- Discusses long-term effects of satisfaction and its importance to top management.
AI-generated from the title and abstract; the full text is not read.
Abstract
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.
The authors' abstract, as published at the source., 2014 · DOI ↗
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Field: Organizational Behavior and Human Resource Management
Organizational Behavior and Human Resource ManagementBusiness, Management and Accounting