Satisfaction: A Behavioral Perspective on the Consumer
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A01=Richard L. Oliver
advanced customer satisfaction research
attribution modeling
Author_Richard L. Oliver
Black Box
Category=KJSM
cognitive dissonance effects
Conative Loyalty
consumer loyalty analysis
Critical Attributes Analysis
disconfirmation
Disconfirmation Effect
Disconfirmation Processing
Dissatisfaction Response
Dissonance Induction
Dissonance Reduction
Dissonance Reduction Strategy
Dissonance Scale
emotional response theory
eq_bestseller
eq_business-finance-law
eq_isMigrated=1
eq_isMigrated=2
eq_nobargain
eq_non-fiction
expectancy
expectancy disconfirmation
Expectancy Disconfirmation Model
Fair Process Effect
Focal Brand
Gamma Phase
Gas Mileage
interactional
judgments
Low Arousal Positive Affect
model
negative
Negative Disconfirmation
outcomes
positive
Positive Disconfirmation
Predictive Expectations
purchase
response
Satisfaction Judgments
Satisfaction Loyalty Link
Satisfaction Response
service quality assessment
Vice Versa
Violate
Product details
- ISBN 9780765617705
- Weight: 1140g
- Dimensions: 174 x 246mm
- Publication Date: 15 Feb 2010
- Publisher: Taylor & Francis Ltd
- Publication City/Country: GB
- Product Form: Hardback
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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.
