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Book by Richard L Oliver
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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.
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Descripción 2011. Softcover. Condición: Brand New. .. Black & White or color International Edition. ISBN and front cover may be different, but contents are same as the US edition. Book printed in English. Territorial restrictions may be printed on the book. GET IT FAST within 3-5 business days by DHL/FedEx/Aramex and tracking number will be uploaded into your order page within 24-48 hours. Kindly provide day time phone number in order to ensure smooth delivery. No shipping to PO BOX, APO, FPO addresses. 100% Customer satisfaction guaranteed!. . Nº de ref. del artículo: UBS11411
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Descripción Condición: New. New. International edition. Different ISBN and Cover image but contents are same as US edition. Perfect condition. Customer satisfaction our priority. Nº de ref. del artículo: ABE-FEB-144749
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