Satisfaction: A Behavioral Perspective on the ConsumerDesigned for advanced MBA and doctoral course 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 chapters in atisfaction culminate in Oliver's detailed model of consumption processing and his satisfaction measurment 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. |
Contents
| 3 | |
PART I BASIC SATISFACTION MECHANISMS | 27 |
Chapter 2 The Performance of Attributes Features and Dimensions | 29 |
Chapter 3 Expectations and Related Comparative Standards | 61 |
Chapter 4 The Expectancy Disconfirmation Model of Satisfaction | 96 |
PART II ALTERNATIVE AND SUPPLEMENTARY COMPARATIVE OPERATORS | 135 |
Chapter 5 Need Fulfillment in a Consumer Satisfaction Context | 137 |
The Object of Desire | 162 |
Fears of What the Future Will Bring and a Few Hopes | 263 |
Why Did It Happen? | 290 |
Chapter 12 Emotional Expression in the Satisfaction Response | 314 |
Chapter 13 The Processing of Consumption | 352 |
WHAT HAPPENS NEXT? | 383 |
The ShortRun Consequences | 385 |
LongTerm Effects of Satisfaction | 424 |
| 479 | |
Chapter 7 The Many Varieties of Value in the Consumption Experience | 190 |
How Consumers Interpret Fairness | 211 |
What Might Have Been and What I Knew Would Be | 237 |
PART III SATISFACTION PROCESSES AND MECHANISMS | 261 |
| 503 | |
ABOUT THE AUTHOR | 519 |
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Common terms and phrases
Academy of Marketing alternative analysis appraisal Attributional Theory brand Brand Loyalty Brand X Causal chapter Cognitive Dissonance comparison Complaining Behavior concept Confirmation Bias consumer behavior Consumer Research Consumer Satisfaction consumer’s context Counterfactual Customer Satisfaction decision delight desire dimensions discussed Dissatisfaction and Complaining dissatisfied Effects emotion equity Evaluation example fairness Figure firm firm’s framework goal hedonic hindsight Hindsight Bias Impact individuals influence interpretation Journal of Consumer Journal of Marketing Journal of Personality Journal of Retailing Journal of Service Judson Mills literature Loyalty Programs Management Marketing Science Measuring Motivation need fulfillment noted Oliver one’s outcomes Perceived Perceptions performance Personality and Social perspective pleasure postpurchase predicted Price product or service purchase referred regret Relationship Richard L Role satisfaction judgments satisfaction response satisfied scale scores Service Quality Service Recovery shown Social Psychology specific strategy sumer surprise Theory tion versus word of mouth