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Satisfaction: A Behavioral Perspective on the Consumer Hardcover – 4 Jan 2010

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Product details

  • Hardcover: 544 pages
  • Publisher: Routledge; 2 edition (4 Jan. 2010)
  • Language: English
  • ISBN-10: 0765617706
  • ISBN-13: 978-0765617705
  • Product Dimensions: 19 x 3.2 x 26.7 cm
  • Average Customer Review: Be the first to review this item
  • Amazon Bestsellers Rank: 2,075,613 in Books (See Top 100 in Books)
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Product description

From the Publisher

+ This text begins by developing a definition of satisfaction, then describes current practice to bring the student up to the level of what the best practitioners are doing today to measure satisfaction.

+ Chapter 3 considers the role of expectations and reactions to expectation-performance discrepancies to bring the student up to the level of current academic research in the area.

+ Chapters 5-8 broaden the determinants of satisfaction beyond most current academic treatments by discussing other satisfaction comparators including needs, excellence (quality), fairness, and "what might have been" (regret).

+ A discussion of satisfaction processes (e.g. dissonance, attribution of responsibility, consumption effect, and "consumption processing") in chapters 9-12 tackles the underlying psychological processing of the concepts in the previous chapters and culminate with the authorÆs "Consumption Processing Model."

+ Chapters on postpurchase processes, including loyalty and complaining behavior complete the book along with a discussion of why an understanding of satisfaction psychology is so important for management. --This text refers to an out of print or unavailable edition of this title.

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