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 |
Name Index | 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
alternative analysis appear appraisal approach attribute become Behavior brand cause chapter choice Cognitive compared comparison Complaining concept consequences Consumer Satisfaction consumer’s consumption context Customer Satisfaction decision delight described desire Determinants dimensions direct disconfirmation discussed dissatisfaction dissonance Effects emotion equity Evaluation example expectations experience fact Failure fairness Figure firm framework goal greater important individuals influence Intentions interpretation involved Journal of Consumer Journal of Marketing Journal of Service judgments known literature loyalty Management means Measuring Motivation nature negative noted observed occur operation outcomes particular Perceived Perceptions performance Personality pleasure positive predicted present Price problem purchase question reasons referred regret Relationship require Research response Role satisfied scale sense Service shown shows situation Social Psychology specific standards suggested surprise tested Theory tion versus