pt. 1. Basic satisfaction mechanisms -- pt. 2. Alternative and supplementary comparative operators -- pt. 3. Satisfaction processes and mechanisms -- pt. 4. Satisfaction's consequences : what happens next?
Summary
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. 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
Bibliography
Includes bibliographical references and indexes at the end of each chapters
