TOC: Satisfaction
Introduction
Satisfaction: A Behavioral Perspective on the Consumer, Second Edition, by Richard L. Oliver
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Oliver’s second edition of Satisfaction: A Behavioral Perspective on the Consumer is now available online and in hard cover.
Designed for the advanced MBA, doctoral courses in consumer behavior/satisfaction, and the professional market, this is considered by many the definitive text on the meaning, causes, and consequences of customer satisfaction. It covers every psychological aspect of satisfaction formation known in the literature and is applicable to all product or service consumables. The book culminates in Oliver’s detailed model of consumption processing and extends to loyalty in its long-term perspective. It also explains why an understanding of satisfaction psychology is vitally important to management.
As recognized by Choice, a Division of the American Library Association, Satisfaction “covers the gamut in terms of the history and psychological theory that serve as foundations to understanding consumer satisfaction …, best practices as they relate to serving and satisfying the customer, and the corporate implications of consumer satisfaction and dissatisfaction. Oliver incorporates a wealth of new research into his book. … The writing is accessible, yet the subject matter is highly detailed, suitable for marketing researchers as well as advanced students of marketing and consumer behavior. Highly recommended (for) graduate, research, and faculty collections.
All chapters have been updated with some ten years of new work introduced since the appearance of the first edition; This is particularly relevant for the last chapter on loyalty which the author has found to be the “holy grail” in the pursuit of understanding the psychology of committed, lasting relationships. Additionally, a new chapter on value has been added; this is not a new topic but has its own intricacies nonetheless. Contents follow:
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1. Introduction: What is Satisfaction?
Part I, Basic Satisfaction Mechanisms
2. The Performance of Attributes, Features, and Dimensions
3. Expectations and Related Comparative Standards
4. The Expectancy Disconfirmation Model of Satisfaction
Part II. Alternative and Supplementary Comparative Operators
5. Need Fulfillment in a Consumer Satisfaction Context
6. Quality: The Object of Desire
7. The many Varieties of Value in the Consumption Experience
8. Equity: How Consumers Interpret Fairness
9. Regret: What Might Have Been, and Hindsight (What I Knew Would Be)
Part III. Satisfaction Processes and Mechanisms
10. Cognitive Dissonance: Fears of What the Future Will Bring (and a Few Hopes)
11. Why Did It Happen? Attribution in the Satisfaction Response
12. Emotional Expression in the Satisfaction Response
13. The Processing of Consumption
Part IV. Satisfaction’s Consequences: What Happens Next?
14. After Satisfaction: The Short Run Consequences
15. Loyalty and Financial Impact: Long-Term Effects of Satisfaction
2010, 544 pp., Tables, Figures, References, Name and Subject Indices, ISBN 978-0-7656-1770-5
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