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Satisfaction: A Behavioral Perspective on the Consumer
Author: Richard L. Oliver
Publisher: Routledge
Published: 2014-12-18
Total Pages: 544
ISBN-13: 1317460227
DOWNLOAD EBOOK →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.
Journal of Consumer Satisfaction, Dissatisfaction, and Complaining Behavior
International Fare in Consumer Satisfaction and Complaining Behavior
Health Care Marketing
Author: Philip D. Cooper
Publisher: Jones & Bartlett Learning
Published: 1994
Total Pages: 548
ISBN-13: 9780834205277
DOWNLOAD EBOOK →Health Care Marketing: A Foundation for Managed Quality builds on tradition and delivers the very latest answers to the whats, whys, and hows of making effective marketing a reality in your health care organization. Included are journal articles, book chapters, scholarly papers, editorials, research reports, and case studies, all gathered here in a single timely and comprehensive source.
Improving Your Measurement of Customer Satisfaction
Author: Terry G. Vavra
Publisher: Quality Press
Published: 2001-09-25
Total Pages: 509
ISBN-13: 0873898303
DOWNLOAD EBOOK →Since more and more attention is being focused on customer value management, it's important to have a resource that synthesizes many bodies of research about how to obtain and interpret customer satisfaction data. It also provides the rationale, identifies opportunities, and suggests specific programs to improve the measurement of customer satisfaction in your organization.!--nl--Serving as a single reference for customer satisfaction measurement technology, this book describes and teaches the five critical skills that should be part of each of your projects. *Sampling/customer-participant selection Questionnaire design *Interviewing/survey administration *Data analysis *Quality function deployment-building action plans This book is an ideal follow-up and companion to the book by Bob E. Hayes, Measuring Customer Satisfaction. Contents: The Philosophy of Customer Satisfaction, Gaining Access to Customers, Identifying Key Measurement Issues, Designing the Questionnaire, Collecting Satisfaction Data, The Data Cube-A New Way to Look at CSM Data Analysis, Basic Tools of CSM Analysis, Reporting Basics-A Graphical Approach, Monitoring Changes in Importance, How to Achieve "Buy-In" of Results Globalizing Satisfaction Measurement
Conceptual and Empirical Contributions to Consumer Satisfaction and Complaining Behavior
Theoretical Developments in Marketing
Author: Charles W. Lamb, Jr.
Publisher: Marketing Classics Press
Published: 2011-10-15
Total Pages: 283
ISBN-13: 1613112343
DOWNLOAD EBOOK →Customer Satisfaction Evaluation
Author: Evangelos Grigoroudis
Publisher: Springer Science & Business Media
Published: 2009-11-07
Total Pages: 319
ISBN-13: 1441916407
DOWNLOAD EBOOK →This important new work provides a comprehensive discussion of the customer satisfaction evaluation problem. It presents an overview of the existing methodologies as well as the development and implementation of an original multicriteria method dubbed MUSA.
Public Administration
Author: Eran Vigoda-Gadot
Publisher: CRC Press
Published: 2002-06-07
Total Pages: 426
ISBN-13: 9780824707170
DOWNLOAD EBOOK →Offering strategies for a new generation of administrative systems, this book explores the impact of recent managerial reforms and shifting societal values on the stability, legitimacy, and progress of democratic governments. The chapters highlight innovations in consumer communication management and marketing, evolving methods of policy planning, formation, and implementation, and the role of high-information/high-technology in public agencies. Providing insight into the changing environment present in most governing structures, the book covers ethical dilemmas in public service, the definition of work for public sector employees, and population behavior during mass disasters.
