Satisfaction: A Behavioral Perspective on the Consumer PDF Download
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Author: Richard L. Oliver
Publisher: Routledge
ISBN: 1317460227
Category : Business & Economics
Languages : en
Pages : 544
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Book Description
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.
Author: Richard L. Oliver
Publisher: Routledge
ISBN: 1317460227
Category : Business & Economics
Languages : en
Pages : 544
Get Book
Book Description
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.
Author: Breanne Dyck
Publisher: Createspace Independent Publishing Platform
ISBN: 9781539186526
Category :
Languages : en
Pages : 0
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Book Description
"Breanne always provides clear and specific help for customer experiences that exceeds what I could create on my own. She truly is a course design rockstar." - Chris Guillebeau, NYT Bestselling Author, The $100 Startup ``Breanne's powerful blend of learning strategies and their application to the online marketplace has completely changed my business. If you're ready to build your next highly profitable online course, program or workshop but don't want to settle for less-than-transformational results, you need to read `Beyond Satisfaction'.'' - Tara Gentile, Creator of Quiet Power Strategy(r) Every day, inboxes the world 'round are inundated with emails from authors, marketers, podcasters and bloggers all talking about one thing: online courses. Email after email from every corner of the online world, extolling the virtues of getting into the online teaching game, exclaiming that online courses are the perfect solution for scaling and growing a business. As the tidal wave of online courses gains speed and volume, simply having a course is that satisfies customers is no longer good enough. If your business is to grow and thrive, you need to create transformational learning experiences that delight customers. That's where Beyond Satisfaction comes in. In Beyond Satisfaction, you'll discover the underlying principles of transformative learning. With extensive case studies and action steps, you'll be able to easily apply the principles to your own courses and programs. No longer will you have to wonder what it takes to create the transformational online course, workshop or program you've been dreaming of. With Beyond Satisfaction, you get a playbook for creating a course that truly gets results. If you-or your customers-are getting jaded about the online course marketplace, this book is for you. If you're just getting started with online training and want to create something remarkable, this is for you. If you want to maximize your impact and make a dent in the world, this book is for you. It's time to go Beyond Satisfaction.
Author: Matthew Kelly
Publisher: Penguin
ISBN: 1101544287
Category : Self-Help
Languages : en
Pages : 160
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Book Description
The prescriptive follow-up to the New York Times bestseller The Dream Manager. One of the major issues in our lives today is work-life balance. Everyone wants it; no one has it. But Matthew Kelly believes that work- life balance was a mistake from the start. Because we don't really want balance. We want satisfaction. Kelly lays out the system he uses with his clients, his team, and himself to find deep, long-term satisfaction both personally and professionally. He introduces us to the three philosophies of our age that are dragging us down. He shows us how to cultivate the energy that will give us enough battery power for everything we need and want to do. And finally, in five clear steps, he shows us how to use his Personal & Professional Satisfaction System to establish and honor our biggest priorities, even if we spend a lot more time on some of the lesser ones.
Author: Francis P. Noe
Publisher: Routledge
ISBN: 1136975985
Category : Business & Economics
Languages : en
Pages : 204
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Book Description
Customer satisfaction and loyalty in the tourism sector is highly dependent upon the behaviours of front-line service providers. Service is about people, how they relate to one another, fulfill each other’s needs and ultimately care for each other. Yet surprisingly there are few or any books which focus on the detailed specifics of the social exchange and interaction between the service provider and customer. Tourist Customer Service Satisfaction fully explores this relationship by defining the specific kind of verbal and non-verbal messages needed for successful exchanges, outlining how the service provider ought to behave & cope in a situation as well as detailing positive approaches that enhance a service provider’s role performance. The book uses encounter theory to examine the customer – provider relationship as well as drawing on current research and theories from hospitality, tourism, management, psychology bodies of literature. In doing so the book offers important insight into how employee – centric competitive advantage in this sector can be achieved in various markets. This book is unique in its approach by focusing on the specifics of the social exchange and interaction between the service provider and customer. It therefore offers a novel synthesis of knowledge on service satisfaction in the tourism sector which will serve as valuable pedagogical and research reference for students and academics interested in hospitality and tourism.
Author: Gregory Berns
Publisher: Macmillan
ISBN: 0805081313
Category : Psychology
Languages : en
Pages : 308
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Book Description
Draws on such fields as neuoscience, economics, and evolutionary psychology to address the question of how to find a more satisfying way to live, arguing that the key to satisfaction lies in the complexity and challenge in one's life.
Author: Chris Denove
Publisher: Penguin
ISBN: 9781591841647
Category : Business & Economics
Languages : en
Pages : 292
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Book Description
The ultimate guide to customer satisfaction, from the people who understand it better than anyone For nearly forty years, J. D. Power and Associates has been synonymous with measuring customer satisfaction and helping businesses understand what customers really want. Now two of the company's senior executives, Chris Denove and James D. Power IV, unlock the vault on decades of closely guarded research data?and insights previously available only to the firm's clients. This is the first book that really explains how great companies like Lexus, UPS, JetBlue, and Enterprise Rent-A-Car get it right, delivering consistently high customer satisfaction and translating it into profitable growth. It will teach you, for instance, how to: -Understand the financial link between satisfaction and profits -Turn customers who are simply ?satisfied? into vocal advocates - Empower frontline employees to do the right thing - Use problem resolution as an opportunity to make new fans Satisfaction offers advice for companies large or small, for product manufacturers, service providers, and retailers alike. It delivers not just a stockpile of customer research, but a road map to developing specific policies and processes. It also tells fascinating stories of companies that don't just talk the talk, but walk the walk every day—and of other companies that ignored the voice of the customer, with dire consequences.
Author: R.M. McNealy
Publisher: Springer Science & Business Media
ISBN: 9780412589201
Category : Technology & Engineering
Languages : en
Pages : 218
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Book Description
This book provides the focus for an organisation's Total Quality Management process; the achievement of `world-class' customer satisfaction. The book draws exclusively from actual case studies of world leading companies.
Author: Dr Dipamitra
Publisher: Archers & Elevators Publishing House
ISBN: 9390996511
Category : Antiques & Collectibles
Languages : en
Pages : 87
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Book Description
Author: Keki R. Bhote
Publisher: Amacom Books
ISBN: 9780814423622
Category : Business & Economics
Languages : en
Pages : 148
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Book Description
This is part of a series of AMA management briefings which provide concise reports on current trends for professionals. It considers the question of customer satisfaction and customer loyalty, showing how to maximize profitability.
Author:
Publisher:
ISBN:
Category : Law
Languages : en
Pages : 1166
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Book Description
