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Satisfaction
Richard L. Oliver
其他書名
A Behavioral Perspective on the Consumer
出版
M.E. Sharpe
, 2010
主題
Business & Economics / General
Business & Economics / Banks & Banking
Business & Economics / Customer Relations
Business & Economics / Marketing / Research
ISBN
0765617706
9780765617705
URL
http://books.google.com.hk/books?id=v8M1jgEACAAJ&hl=&source=gbs_api
註釋
Designed for advanced MBA and doctoral courses 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 book culminates in Oliver's detailed model of consumption processing and his satisfaction measurement 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.