Satisfaction: A Behavioral Perspective on the Consumer - Rilegato

Oliver, Richard L.

Rilegato

ISBN 10: 0070480257 ISBN 13: 9780070480254

Casa editrice: McGraw-Hill College, 1997

Riassunto

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".

Su questo libro

Product Description

Book by Oliver Richard L

Dettagli dell?edizione

• Editore: McGraw-Hill College
• Data di pubblicazione: 1997
• Lingua: Inglese
• ISBN 10: 0070480257
• ISBN 13: 9780070480254
• Rilegatura: Copertina rigida
• Numero di pagine: 432
• Contatto del produttore: non disponibile