{"product_id":"satisfaction-richard-l-oliver-9780765617705","title":"Satisfaction: A Behavioral Perspective on the Consumer: A Behavioral Perspective on the Consumer","description":"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.\u003cbr\u003e\u003cbr\u003e\u003cb\u003eAuthor:\u003c\/b\u003e Richard L. Oliver\u003cbr\u003e\u003cb\u003eISBN-10:\u003c\/b\u003e 0765617706\u003cbr\u003e\u003cb\u003eISBN-13:\u003c\/b\u003e 9780765617705\u003cbr\u003e\u003cb\u003ePublisher:\u003c\/b\u003e Routledge\u003cbr\u003e\u003cb\u003eLanguage:\u003c\/b\u003e English\u003cbr\u003e\u003cb\u003ePublished:\u003c\/b\u003e 02\/15\/2010\u003cbr\u003e\u003cb\u003ePages:\u003c\/b\u003e 544\u003cbr\u003e\u003cb\u003eFormat:\u003c\/b\u003e Hardcover\u003cbr\u003e\u003cb\u003eWeight:\u003c\/b\u003e 2.35lbs\u003cbr\u003e\u003cb\u003eSize:\u003c\/b\u003e 10.10h x 6.90w x 1.30d\u003cbr\u003e\u003cbr\u003e\u003cb\u003eReview Citation(s): \u003c\/b\u003e\u003cbr\u003e\u003ci\u003eChoice\u003c\/i\u003e 08\/01\/2010\u003cbr\u003e\u003ci\u003eReference and Research Bk News\u003c\/i\u003e 08\/01\/2010 pg. 116","brand":"Richard L. Oliver","offers":[{"title":"Hardcover","offer_id":43925983854847,"sku":"9780765617705","price":280.0,"currency_code":"USD","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0662\/2982\/9887\/products\/img_b6af5af3-f86e-4832-a1cf-dd307f0b935e.jpg?v=1681080508","url":"https:\/\/www.whiterainbookhouse.com\/products\/satisfaction-richard-l-oliver-9780765617705","provider":"WR Book House","version":"1.0","type":"link"}