Satisfaction: A Behavioral Perspective on the Consumer

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Satisfaction: A Behavioral Perspective on the Consumer by Richard L. Oliver Summary

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.

Job Satisfaction

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Job Satisfaction by Paul E. Spector Summary

Distilling the vast literature on this frequently studied variable in organizational behaviour research, Paul E Spector provides the student and professional with a pithy overview of the application, assessment, causes and consequences of job satisfaction. In addition to discussing the nature of and techniques for assessing job satisfaction, the author summarizes the findings concerning how people feel towards work, including: cultural and gender differences in job satisfaction and personal and organizational causes; and potential consequences of job satisfaction and dissatisfaction. Students and researchers will particularly appreciate the extensive list of references and the Job Satisfaction Survey included in the Appendix.

Emotional Satisfaction of Customer Contacts

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Emotional Satisfaction of Customer Contacts by Hüseyin Güngör Summary

For marketing and customer services researchers and professionals who are interested in customer contacts, customer satisfaction and loyalty issues. Contact centers are playing a pivotal role in customer services of the 21st century. Nevertheless, despite their growing importance and presence, contact centers are increasingly becoming the center for customer frustration, and frequently associated with negative comments in the media. Therefore, this research explores the Emotional, Cognitive, General, and Transactional dimensions of customer satisfaction and loyalty process in the customer contact environment. As customer contacts can be a source of negative emotions and it is desirable to increase positive emotions in the contact center environment, this research focuses on the emotional aspects of customer satisfaction and on the Emotional Satisfaction of Customer Contacts (ESCC) in particular. Taking the ESCC as a starting point, this research demonstrates that frontline employees are able to observe and register customer satisfaction during service encounters, and suggests that the ESCC information can be employed for recovering service failures, increasing sales productivity and organizational learning for more customer satisfaction and loyalty.

Customer Satisfaction Evaluation

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Customer Satisfaction Evaluation by Evangelos Grigoroudis,Yannis Siskos Summary

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.

Delivering Satisfaction and Service Quality

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Delivering Satisfaction and Service Quality by Peter Hernon,John R. Whitman Summary

Discusses methods for understanding what library patrons want in order to improve services, covering strategies to evaluate customer satisfaction, use computer technology to conduct surveys, analyze survey results, and spot trends.

Happiness and the Limits of Satisfaction

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Happiness and the Limits of Satisfaction by Deal Wyatt Hudson Summary

In classical and medieval times, happiness was defined as 'well-being, ' a notion that included moral goodness. Today happiness is most often defined as 'well-feeling, ' and identified with subjective states such as satisfaction and peace of mind. Deal Hudson argues that the prevailing view is dangerous in politics as well as ethics, creating individuals with no other sense of obligation than finding personal satisfaction, regardless of the moral and spiritual cost to themselves and others. Hudson calls for a return to the classical tradition: no one should be called 'happy' who cannot also be called morally good. However, a contemporary version of happiness should also go beyond the classical notion by making room in the happy life for suffering and passion. Using the history of the idea of happiness as a backdrop to a critique of contemporary views, Hudson examines happiness from philosophical, religious, psychological, sociological, literary, and political points of view--for example, he shows how the tension between the two definitions of happiness is at the heart of the Declaration of Independence. The result is an excellent overview of the history of an idea as well as a compelling argument for moral and political change in our time.

The Handbook of Customer Satisfaction and Loyalty Measurement

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The Handbook of Customer Satisfaction and Loyalty Measurement by Nigel Hill,Jim Alexander Summary

The third edition of the book offers a thorough guide to collecting and reporting accurate measures of customer satisfaction as well as useful advice on how to use the measures to drive performance improvement.

Customer Satisfaction

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Customer Satisfaction by Nigel Hill,Greg Roche,Rachel Allen Summary

This book does a tremendous job of bringing to life customer satisfaction and its significance to modern businesses. The numerous examples contained within the book's pages have proved a fresh and continuous source of inspiration and expertise as I work with my organisation in helping them understand why we should do what matters most to our customers and the lasting effect such actions will have on both our customer loyalty and retention. The authors are to be commended.

Improving Patient Satisfaction Now

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Improving Patient Satisfaction Now by Anne-Marie Nelson Summary

In today's health care environment, having satisfied patients just isn't enough. You're now being judged by payers and compared to other providers and patient satisfaction is a big part of that evaluation. Improving Patient Satisfaction Now: How to Earn Patient and Payer Loyalty explains why understanding and meeting patient expectations is not only nice to know, it's necessary to know! it gives you action steps in all areas of the practice. Through anecdotes and real-life examples from practicing physicians, you'll learn how to develop higher patient satisfaction, more compliant patients, a more productive and committed staff, and practical techniques to increase patient satisfaction in this updated edition.

Job Satisfaction

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Job Satisfaction by N.A Summary

Download or read Job Satisfaction book by clicking button below to visit the book download website. There are multiple format available for you to choose (Pdf, ePub, Doc).

Job Satisfaction of International Educators

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Job Satisfaction of International Educators by DeWayne P. Frazier Summary

Job satisfaction is one of the most researched topics in the field of industrial psychology. This dissertation is an examination of job satisfaction of international educators in the post-September 11th era. International educators have experienced immense change since September 11, including implementation of the Student Exchange Visitor Information System (SEVIS) and the threat of global terrorism. As a result many international educators are contemplating early retirement or are leaving the field for different vocations. This study focuses on four different international educator groups: English as a second language administrators/ teachers, international student advisors, study abroad/ international program advisors, and international admissions advisors. The study is the first comprehensive look at job satisfaction of international educators in the research literature. The researcher utilizes a well-established instrument from the field of industrial psychology, the Job Diagnostic Index (JDI). The JDI has been tested extensively for validity and reliability through public and private sector studies. The questionnaire is one that is used to evaluate job satisfaction of individuals who are in positions that have undergone change, thus a perfect fit for international educators. The sampling technique utilized was stratified random sample of all NAFSA regions. The instrument was altered slightly to include international educators and institutional descriptive statistics. These figures were cross-validated with NAFSA (where available) demographic statistics to make sure the sample is an accurate representation of NAFSA members. The study was also piloted in the state of Kentucky and retested for additional validity and reliability. The researcher employed a hierarchical multiple regression statistical procedure to examine the various independent variables and their effect on overall job satisfaction. Variable entrance into the regression analysis was based on the Hulin et al. (1985) Job Satisfaction Model. The results are examined and explained in way to help practitioners understand the areas that are most satisfying and most dissatisfying to international educators.

Measuring and Improving Patient Satisfaction

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Measuring and Improving Patient Satisfaction by Patrick J. Shelton Summary

Measuring and Improving Patient Satisfaction provides a detailed "how-to" approach to establishing an effective patient satisfaction measurement program. The reader learns how to measure patient satisfaction and act upon the information obtained from patient satisfaction surveys. The book is based on the author's own experience in creating and implementing a patient satisfaction measurement program for the Med-Partners Friendly Hills Health Network in Southern California.

Outsourcing and Customer Satisfaction

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Outsourcing and Customer Satisfaction by Vellore K. Sunder Summary

Download or read Outsourcing and Customer Satisfaction book by clicking button below to visit the book download website. There are multiple format available for you to choose (Pdf, ePub, Doc).

How to Measure Customer Satisfaction

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How to Measure Customer Satisfaction by Nigel Hill,John Brierley,Rob MacDougall Summary

The success of your business is underpinned by competitiveness and profitability, both of which are maximized in the long run by doing best what matters most to customers - this book will help you reach that goal.Written by three leading practitioners, this fully revised second edition of How to Measure Customer Satisfaction is a highly practical guide to developing and running an effective customer satisfaction measurement (CSM) programme. To be effective, a CSM programme must first of all produce accurate measures - this book takes readers step-by-step through designing and implementing a CSM survey, highlighting blunders that are commonly made and explaining how to make sure that the measures produced are accurate and credible. It also covers ways of gaining understanding and ownership of the CSM programme throughout the organization, the second key requirement for its long-term success. Importantly this new edition now includes a new section on electronic surveys, which are much more prominent now than when the book was first published in 1999. Finally, the relationship between customer satisfaction and concepts such as loyalty and delight are explored.If you are committed to the future of your company, the ability to measure what your customers think of you is essential - and so is this book!

Satisfaction

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Satisfaction by Andee Reilly Summary

When 22-year-old Ginny Martin discovers her husband has been cheating on her, she strikes back by purchasing tickets to every concert on the Rolling Stones North American tour with their shared credit card, packing up the car, and taking to the road. As she follows the Rolling Stones from Los Angeles to Oklahoma City, Ginny experiences freedom for the first time and begins to deal with the insecurities and limiting beliefs that have kept her suburban life far too small. Bree Cooper is a nomad, a free-spirited drifter, and a mother who abandoned responsibility—and her young daughter. When Ginny meets Bree at a roadside diner, they impulsively make the decision to throw their lot in together. In each other, they find a friendship that they have both longed for: Bree gives Ginny a chance to have a mother figure who inspires independence and encourages confidence, while Ginny gives Bree a chance to get parenting right on the second try. Together, they find the courage to break free of the past—and to blaze new paths to happiness.

Consumer Satisfaction And Complaining Behaviour

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Consumer Satisfaction And Complaining Behaviour by H.C. Purohit Summary

Aims To Identity The Determinants Of Satisfaction And In Order To Test The Strength Of Relationship To Develop A Model Which Can Help Predict Satisfaction Behaviour At The Time Of Purchase. The Model Prepared Has Been Tested With The Help Of Logistic Regression. Five Chapters A Questionaire And A Useful Bibliography.

Service, Satisfaction and Climate

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Service, Satisfaction and Climate by John Walker Summary

Service, Satisfaction and Climate: Perspectives on Management in English Language Teaching presents the results of research carried out in New Zealand to demonstrate the ways ELT can be conceptualized in terms of service and climate. Although ESL is a maj

The Relationship of Organizational Trust and Job Satisfaction

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The Relationship of Organizational Trust and Job Satisfaction by Phuong Callaway Summary

The issues of trust and job satisfaction have taken on a greater strategic importance in organizations since the post-Enron scandal. Without trust or the lack of it among organizational members and between management and employees, organizational communication, knowledge management, organizational performance, and involvement may tend to close down. Trust has been identified as a crucial ingredient for organizational effectiveness. A linkage between trust and job satisfaction in private organizations has been established by researchers; however, in the U.S. federal government, the linkage between organizational trust and job satisfaction has not yet been studied. This study, therefore, explores the relationship between organizational trust and job satisfaction in seven selected small, medium, and large U.S. federal agencies. This study indicated that there are no significant differences between males and females, however, significant differences in attitudes between supervisors and nonsupervisors were found regarding what good communications meant and how they interpret the question, "top management truly listens to employees' concerns." Nonsupervisors tend to disagree more frequently than supervisors. The study also found that there are significant association between gender, age group, job location, position, and occupation and agency. The differences in attitudes between supervisors and nonsupervisors about what would make communications seem good and what would contribute to the belief that top management listens to employees' concerns lead to the conclusion that there is a disconnection among organizational members and among management and employees. This disconnection may lead to mistrust, job dissatisfaction and the difficulty in attracting and retention of human talents.

Handbook of Customer Satisfaction and Loyalty Measurement

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Handbook of Customer Satisfaction and Loyalty Measurement by Nigel Hill,Jim Alexander Summary

An examination of how to use research effectively. It takes the reader step-by-step through the process of designing and conducting a survey to generate accurate measures of customer satisfaction and loyalty. The research process is explained in detail, including questionnaire design, analysis and reporting, but the book also covers other elements of an effective customer satisfaction process. These include project planning, communicating with customers before, during and after the survey, and providing internal feedback and taking effective action to address issues raised by the survey.