Satisfaction: A Behavioral Perspective on the Consumer - Hardcover

Oliver, Richard L.

Hardcover

ISBN 10: 0765617706 ISBN 13: 9780765617705

Verlag: Routledge, 2009

Inhaltsangabe

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.

Über diesen Titel

Über die Autorin bzw. den Autor

Richard L. Oliver

Details zur Ausgabe

• Verlag: Routledge
• Erscheinungsdatum: 2009
• Sprache: Englisch
• ISBN 10: 0765617706
• ISBN 13: 9780765617705
• Einband: Gebundene Ausgabe
• Auflage: 2
• Anzahl der Seiten: 519
• Kontakt zum Hersteller: Nicht verfügbar
• Verantwortliche Person: Taylor & Francis Verlag GmbH; GPSR@taylorandfrancis.com; ; Kaufingerstraße 24, 80331 München, Germany; München; Deutschland