Book Description

Designed for MBA and doctoral programs that have a quality/satisfaction sequence, this new text about the meaning, causes, and consequences of customer satisfaction derives from the author's twenty years of research on the topic. The book covers every psychological aspect of satisfaction formation and is applicable to all consumables, product or service. After defining satisfaction, reviewing current research, and describing what the best practitioners in the field of satisfaction measurement are doing today, the author broadens the determinants of satisfaction to include needs, excellence (quality), fairness, and regret ("what might have been"). Chapters on satisfaction processes including dissonance, attribution of responsibility, consumption affect, and consumption processing culminate in a "consumption processing model." The book concludes with chapters that consider such postpurchase consequences as complaining behavior and customer loyalty and it discusses why an understanding of satisfaction psychology is vitally important to management.

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