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.
TABLE OF CONTENTS
part |108 pages
Basic Satisfaction Mechanisms
chapter |32 pages
The Performance of Attributes, Features, and Dimensions
chapter |35 pages
Expectations and Related Comparative Standards
chapter |39 pages
The Expectancy Disconfirmation Model of Satisfaction
part |126 pages
Alternative and Supplementary Comparative Operators
chapter |25 pages
Need Fulfillment in a Consumer Satisfaction Context
chapter |21 pages
The Many Varieties of Value in the Consumption Experience
part |122 pages
Satisfaction Processes and Mechanisms
chapter |38 pages
Emotional Expression in the Satisfaction Response
chapter |31 pages
The Processing of Consumption
part |96 pages
Satisfaction's Consequences: What Happens Next?