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080911s2010 nyua b 001 0 eng d |
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|a 9780765617705 (hardcover : alk. paper)
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|a DLC
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|a HF5415.335
|b .O55 2010
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|2 22
|a 658.8/12
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|a Oliver, Richard L.
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|a Satisfaction :
|b a behavioral perspective on the consumer /
|c Richard L. Oliver.
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| 250 |
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|a 2nd ed.
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| 260 |
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|a Armonk, N.Y. :
|b M.E. Sharpe,
|c c2010.
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| 300 |
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|a xxii, 519 p. :
|b ill. ;
|c 27 cm.
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| 504 |
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|a Includes bibliographical references and indexes.
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|a 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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| 650 |
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|a Consumer satisfaction
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| 650 |
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|a Consumer satisfaction
|x Evaluation.
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| 952 |
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|a GrThPMO
|b 59b0195a6c5ad17d7e5ae7b1
|c 952a
|d 9528
|e HF5415.335.O55 2010
|t 7
|x m
|z Books
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