Satisfaction: A Behavioral Perspective on the Consumer
Designed 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.
PART I BASIC SATISFACTION MECHANISMS
Chapter 2 The Performance of Attributes Features and Dimensions
Chapter 3 Expectations and Related Comparative Standards
Chapter 4 The Expectancy Disconfirmation Model of Satisfaction
PART II ALTERNATIVE AND SUPPLEMENTARY COMPARATIVE OPERATORS
Chapter 5 Need Fulfillment in a Consumer Satisfaction Context
The Object of Desire
Fears of What the Future Will Bring and a Few Hopes
Why Did It Happen?
Chapter 12 Emotional Expression in the Satisfaction Response
Chapter 13 The Processing of Consumption
WHAT HAPPENS NEXT?
The ShortRun Consequences
LongTerm Effects of Satisfaction