Satisfaction
A Behavioral Perspective on the Consumer
Published on 1. January 1997
Book
Hardback
432 pages
978-0-07-048025-4 (ISBN)
Description
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".
More details
Language
English
Place of publication
New York
United States
Publishing group
McGraw-Hill Education - Europe
Target group
College/higher education
Dimensions
Height: 248 mm
Width: 190 mm
Thickness: 19 mm
Weight
910 gr
ISBN-13
978-0-07-048025-4 (9780070480254)
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Schweitzer Classification
Content
Part 1: What is satisfaction; what is consumer satisfaction?. Part 2: basic satisfaction mechanisms; performance of attributes, features and dimensions; expectation and related comparative standards; the expectancy disconfirmation model of satisfaction. Part 3: alternative and supplementary comparative operators; need fulfillment in a consumer satisfaction context; quality - the object of desire; equity - how consumers interpret fairness; regret and hindsight - what might have been and what I knew would be. Part 4: satisfaction processes and mechanism; cognitive dissonance - fears of what the future will bring; why did it happen?; attribution in the satisfaction process; emotional expression in the satisfaction process; developing a model of consumption processing. Part 5: satisfaction's consequences - what happens next?; after satisfaction - the short run consequences; loyalty and profit - long-term effects of satisfaction.