| Document Type
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BL
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| Record Number
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633733
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| Doc. No
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dltt
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| Main Entry
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Oliver, Richard L
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| Title & Author
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Satisfaction : : a behavioral perspective on the consumer /\ Richard L. Oliver
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| Edition Statement
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Second edition
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| Page. NO
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xxii, 519 pages :: illustrations ;; 27 cm
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| ISBN
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9780765617705 (cloth : alk. paper)
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: 0765617706 (cloth : alk. paper)
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| Bibliographies/Indexes
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Includes bibliographical references and index
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| Contents
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Introduction: What is satisfaction? -- Pt. 1. Basic satisfaction mechanisms: The performance of attributes, features, and dimensions -- Expectations and related comparative standards -- The expectancy disconfirmation model of satisfaction -- Pt. 2. Alternative and supplementary comparative operators: Need fulfillment in a consumer satisfaction context -- Quality: the object of desire -- The many varieties of value in the consumption experience -- Equity: how consumers interpret fairness -- Regret and hindsight: what might have been and what I knew would be -- Pt. 3. Satisfaction processes and mechanisms: Cognitive dissonance: fears of what the future will bring (and a few hopes) -- Attribution in the satisfaction response: Why did it happen? -- Emotional expression in the satisfaction response -- The processing of consumption -- Pt. 4. Satisfaction's consequences: What happens next? After satisfaction: the short-run consequences -- Loyalty and financial impact: long-term effects of satisfaction
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| Subject
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Consumer satisfaction
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| Subject
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Consumer satisfaction-- Evaluation
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| Dewey Classification
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658.8/12
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| LC Classification
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HF5415.335.O55 2010
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