株式会社極東書店トップ ＞ 商品一覧 ＞ Satisfaction : A Behavioral Perspective on the Consumer. 2nd ed.
商品詳細
Satisfaction : A Behavioral Perspective on the Consumer. 2nd ed. 満足－消費者への行動的視点 第2版
・ISBN 978-0-7656-1770-5 hard GB£ 260.00
￥82,368.- (税込) ※（※）価格はご注文時の参考価格となります。
納品価格につきましては書籍の入荷時点で確定となります。
版元の原価改定、外国為替の変動等により異なる場合がございますので、予めご了承下さい。
お気に入り
★★★
電子版あり 大学・学術機関向け電子ブック（eBook）ISBN 978-1-315-70089-2
| 著者・編者 | Oliver, Richard L., |
|---|---|
| 出版社 | (Sharpe, US) |
| 出版年月 | 2010 |
| ページ数 | 544 pp. |
| 言語 | ENG |
| ニュース番号 | ＜575-585＞ |
解説
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.