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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Oliver, Richard L.
Published by Mcgraw-Hill College (1996)
ISBN 10: 0070480257 ISBN 13: 9780070480254
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Oliver, Richard L.
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Oliver, Richard L.
Published by Mcgraw-Hill College (1996)
ISBN 10: 0070480257 ISBN 13: 9780070480254
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