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A Behavioral Perspective on the Consumer

By (author) Richard L. Oliver
Format: Hardback
Publisher: McGraw-Hill Education - Europe, New York, United States
Imprint: McGraw-Hill Inc.,US
Published: 1st Oct 1996
Dimensions: w 190mm h 248mm d 19mm
Weight: 910g
ISBN-10: 0070480257
ISBN-13: 9780070480254
Barcode No: 9780070480254
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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