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Satisfaction: A Behavioral Perspective on the Consumer, Second Edition
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Description: Designed for advanced MBA and doctoral course 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 chapters in atisfaction culminate in Oliver's detailed model of consumption processing and his satisfaction measurment 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.
Selected Contents:
List of Tables
List of Figures
Preface
1. Introduction: What Is Satisfaction?
Why Study Satisfaction in a Consumer Context?; A Diversity of Satisfaction Definitions; Vertical and Horizontal Distinctions; Consumer Satisfaction Compared to Satisfaction in Other Domains; Satisfaction Compared to Related Concepts; Structure of the Book; Glossary; Notes; Bibliography
PART 1. BASIC SATISFACTION MECHANISMS
2. The Performance of Attributes, Features, and Dimensions
Traditional Satisfaction Analysis; Determining and Measuring Feature Performance; Importance-Performance Analysis Revisited; Conclusion; Notes; Bibliography
3. Expectations and Related Comparative Standards
What Is an Expectation?; More on Varieties of Expectations and Performance Referents; Sources of Referents and Reasons for the Level of Abstraction; Measuring Expectations: How and When; The Function of Expectations in Satisfaction Formation; Conclusion; Notes; Bibliography
4. The Expectancy Disconfirmation Model of Satisfaction
Discrepancy Models of Satisfaction; The Relative Influence of Expectation or Disconfirmation: When Would One Dominate the Other?; Evidence for the Expectancy Disconfirmation Model; Performance Influences in the Expectancy Disconfirmation Model; Model Variations; Conclusion; Notes; Bibliography
PART 2. ALTERNATIVE AND SUPPLEMENTARY COMPARATIVE OPERATORS
5. Need Fulfillment in a Consumer Satisfaction Context
Basics of Need; Needs in the Satisfaction Process; A Consumer Perspective on Need Satisfaction Theory; Practical Implications of the Need Satisfaction Perspective; Conclusion; Notes; Bibliography
6. Quality: The Object of Desire
Technological Referents: The Historical Approach; Quality Abstractions from the Consumer's Perspective; Measuring Quality as an Encounter or Global Concept; Quality and Satisfaction: Similarities and Differences; An Encounter Quality-Influences-Satisfaction Model; Conclusion; Notes; Bibliography
7. The Many Varieties of Value in the Consumption Experience
Axiology: The Study of Values; Renditions of Value as Pre and Post Consumption Events; Proposed and Actual Model Tests Containing Quality and Value: What Can Be Learned?; Conclusion; Notes; Bibliography
8. Equity: How Consumers Interpret Fairness
Equity: What It Is; The Role of Equity in Consumer Satisfaction; Historical Versus Contemporary Interpretations of Equity Influences; Additional Topics in Consumer Equity; Conclusion; Notes; Bibliography
9. Regret: What Might Have Been, and Hindsight (What I Knew Would Be)
The Comparative Nature of Regret and Hindsight; Hindsight and Regret Categorized by Perceived Responsibility; Regret; Hindsight Bias; Conclusion; Notes; Bibliography
PART 3. SATISFACTION PROCESSES AND MECHANISMS
10. Cognitive Dissonance: Fears of What the Future Will Bring (and a Few Hopes)
Decision Making Stages; Dissonance: The Concept; Dissonance: The Evidence; Proposed Relations Between Dissonance and Satisfaction; Conclusion; Notes; Bibliography
11. Why Did It Happen? Attribution in the Satisfaction Response
The Origins of Attribution Theory; The Weiner Framework; Postpurchase Marketing Examples; The Causal Basis for Attributions; Attribution Measurement; Summary; Notes; Bibliography
12. Emotional Expression in the Satisfaction Response
Emotion and Its Origin; The Structure of "Universal" Emotions; Evidence for Satisfaction in Emotion Frameworks; Measuring Affect in Satisfaction Contexts; Studies of Consumer Emotion; Cognitive Determinants of Emotion; Insights in the Postpurchase Literature; Conclusion: Is Satisfaction an Emotion?; Notes; Bibliography
13. The Processing of Consumption
A Response Mode Approach to Consumption; A Formal Appraisal Model for the Satisfaction Response; Satisfaction Prototypes; A Test of the Model; Other Proposed Satisfaction States; Summary; Notes; Bibliography
PART 4. SATISFACTION'S CONSEQUENCES: WHAT HAPPENS NEXT?
14. After Satisfaction: The Short Run Consequences
What Do Consumers Do?; A Complaint Process Model; Firm Strategies: Promoting Complaining and Encouraging Compliments; Integrated Psychological Processes: Attribution, Equity, and Appraisal; Consumer Dissatisfaction Profiles; Word of Mouth: Current Interpretations; Measuring the Short-term Consequences; Conclusion; Notes; Bibliography
15. Loyalty and Financial Impact: Long-term Effects of Satisfaction
The Development of Loyalty: A Framework; Intentions and Behavior: Historical Perspective as Relating to Loyalty; A Definition of Loyalty; The "Rationality" of Loyalty; Loyalty Phases Elaborated; Obstacles to Loyalty: Consumer Idiosyncrasies; Obstacles to Loyalty: Switching Incentives; Interpersonal Loyalty: Additional Effects in Services; Loyalty Patterns: Is There a Universally Loyal Consumer?; Three Loyalty Categorizations; Loyalty Programs; New Perspectives on Loyalty Generation and Maintenance: Consumption Communities; The Domain of Loyalty: Is It Accessible to All; What Is the Relation Between Satisfaction and Loyalty?; Is Brand Loyalty an Anachronism?; Measuring Loyalty; The Translation of Loyalty to Profits; The Big Picture: Satisfaction Matters; Concluding Note; Notes; Bibliography
Name Index
Subject Index
About the Author
Comment(s): "Oliver's original Satisfaction book was the standard reference on the topic for 10 years. This impressive new edition updates the previous one, and should become the authoritative reference in the area." -- Roland Rust, University of Maryland
Review(s): A timely update to the first edition, recognized by marketers and consumer researchers as a seminal work in the field of consumer behavior. ... Oliver incorporates a wealth of new research into his book, including findings related to topics such as loyalty and complaining, and more recent topics of interest such as consumer regret and grudge holding. 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. Graduate, research, and faculty collections. Choice
    
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