Satisfaction : a behavioral perspective on the consumer

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Bibliographic Details
Main Author Oliver, Richard L., 1945- (Author)
Format Book
LanguageEnglish
Published Armonk, N.Y. : M.E. Sharpe, c2010
Edition2nd ed.
Subjects
spotřebitelské chování
spotřebitelé > psychologické aspekty
consumer behavior
consumers > psychological aspects
studie
studies
Online AccessObsah
ISBN9780765617705
Physical Descriptionxxii, 519 s. : il. ; 26 cm

Cover

Table of Contents:
  • 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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