Very Good+; Hardcover; Very light wear to the covers; Unblemished textblock edges; The endpapers and all text pages are bright and unmarked; The binding is excellent with a straight spine; This book will be shipped in a sturdy cardboard box with foam padding; Medium Format (8.5" - 9.75" tall); 1.9 lbs; Blue covers with title in silver lettering; 1996, Mcgraw-Hill Publishing College; 448 pages; "Satisfaction: A Behavioral Perspective On The Consumer," by Richard L Oliver.

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Bibliographic Details

Title: Satisfaction: A Behavioral Perspective On The Consumer
Publisher: Mcgraw-Hill Publishing College
Publication Date: 1996
Language: English
ISBN 10: 0070480257
ISBN 13: 9780070480254
Binding: Hardcover
Condition: Very Good

About this title

Synopsis

Designed for MBA and doctoral programs that have a quality/satisfaction sequence, this new text about the meaning, causes, and consequences of customer satisfaction derives from the author's twenty years of research on the topic. The book covers every psychological aspect of satisfaction formation and is applicable to all consumables, product or service. After defining satisfaction, reviewing current research, and describing what the best practitioners in the field of satisfaction measurement are doing today, the author broadens the determinants of satisfaction to include needs, excellence (quality), fairness, and regret ("what might have been"). Chapters on satisfaction processes including dissonance, attribution of responsibility, consumption affect, and consumption processing culminate in a "consumption processing model." The book concludes with chapters that consider such postpurchase consequences as complaining behavior and customer loyalty and it discusses why an understanding of satisfaction psychology is vitally important to management.

About the Author

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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Thank you for taking an interest in one of our books. We are a mail-order only bookstore located in Bellingham, WA specializing in modern out-of-print books of all genres.

If you are an international customer, we ship internationally by UPS Worldwide Expedited. The average delivery time is 1 to 2 weeks, and each shipment can be fully tracked at www.ups.com. For international shipments, it is important to provide a valid phone number with your order. Most international shipments are delivered wit...

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