Satisfaction: A Behavioral Perspective On The Consumer

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9780070480254: Satisfaction: A Behavioral Perspective On The Consumer

This work examines the meaning, causes, and consequences of customer satisfaction. The author broadens the determinants of psychological satisfaction to include needs, excellence (quality), fairness, and regret (what might have been). It concludes with chapters on post-purchase consequences, such as complaining behaviour and customer loyalty, and discusses why an understanding of satisfaction psychology is important to management. The chapters on the satisfaction processes include dissonance, attribution of responsibility, consumption affect, and consumption processing, culminating in a "consumption processing model".

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Professor Oliver, a distinguished researcher in the field of consumer psychology, joined the Owen faculty in 1990, after more than a decade of teaching at the Wharton School at the University of Pennsylvania and the Graduate School of Business Administration at Washington University. Within the field of consumer psychology, Professor Oliver has a special focus on customer satisfaction, customer loyalty, and post-purchase processes generally. He holds the position of Fellow of the American Psychological Association for his extensive writings on the psychology of the satisfaction response. Richard L. Oliver's teaching interests include consumer behavior, customer satisfaction psychology including CRM, and marketing research. At Owen he has been honored with the James A. Webb Award for Excellence in Teaching, the Dean's Teaching Excellence Award, and the Dean's Award for Research Productivity. Professor Oliver is the author of Satisfaction: A Behavioral Perspective on the Consumer (Irwin/McGraw-Hill) and co-editor of Service Quality: new Directions in Theory and Practice (Sage). Among his many professional activities, Professor Oliver has served on the boards of the Journal of Consumer Research, Journal of Marketing, Journal of Personal Selling & Sales Management, and Journal of Retailing. He has published articles in the Journal of Consumer Research, Journal of Marketing Research, Journal of Service Research, Journal of Marketing, Journal of Applied Psychology, Psychology & Marketing, Behavioral Science, Journal of Economic Psychology, Applied Psychological Measurement, Psychometrika, Organizational Behavior and Human Decision Processes, Advances in Consumer Research, Journal of Retailing, Journal of Personal Selling & Sales Management, Journal of Consumer Satisfaction/Dissatisfaction & Complaining Behavior, Journal of Advertising, Journal of Consumer Affairs, and others.

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