Full Description
Consumer satisfaction is one of the most widely investigated topics in marketing research. Yet, despite the huge research efforts invested in this area, what satisfaction really is, how it can be measured and improved, and how it impacts consumer behavior and firm performances remain unclear. This book presents the state-of-the-art in consumer satisfaction research and reports an empirical application of a new model, the Knowledge-Hope Model by Guido (2010), which promises to make a substantial contribution to the field. The application has been structured in two connected studies, following a procedure that is easily implementable by researchers, managers, and practitioners.
Contents
Contents: A re-formulation of the consumer satisfaction paradigm - The construct of consumer satisfaction - Consumer satisfaction: definition and conceptual domain - Modeling consumer satisfaction - Behavioral consequences of consumer satisfaction - An application of the Knowledge-Hope Model of consumer satisfaction - The Disconfirmation paradigm: unresolved issues and emerging problems - An operationalization of the Knowledge-Hope Model - Research implications and operational strategies to increase consumer satisfaction - Contextual determinants of consumer satisfaction.
