Click Here to Download: https://ouo.io/Y3H4mE Satisfaction: A Behavioral Perspective on the Consumer A Behavioral Perspective on the Consumer By: Richard L. Oliver Publisher: Routledge Print ISBN: 9780765617705, 0765617706 eText ISBN: 9781317460213, 1317460219 Edition: 2nd Pages: 544 Copyright year: 2010 Format: EPUB Available from $ 23.18 USD SKU 9781317460213R90 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. Additional ISBNs 9781322508801, 9781315700892, 9780765617705, 9780765628879, 1322508801, 1315700891, 0765617706, 0765628872
