Satisfaction: A Behavioral Perspective On The Consumer

Type

Book

Authors

Richard L. Oliver

ISBN 10

0070480257

ISBN 13

9780070480254

Tags

Management & Leadership, Advertising, Research, Accounting, Customer Relations, Behavioral Sciences, Sociology

Description

This work examines the meaning, causes, and consequences of customer satisfaction. The author broadens the determinants of psychological satisfaction to include needs, excellence (quality), fairness, and regret (what might have been). It concludes with chapters on post-purchase consequences, such as complaining behaviour and customer loyalty, and discusses why an understanding of satisfaction psychology is important to management. The chapters on the satisfaction processes include dissonance, attribution of responsibility, consumption affect, and consumption processing, culminating in a "consumption processing model". - from Amzon

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