Satisfaction : a behavioral perspective on the consumer /
| Main Author: | |
|---|---|
| Format: | Book |
| Language: | English |
| Published: |
Armonk, N.Y. :
M.E. Sharpe,
c2010.
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| Edition: | 2nd ed. |
| Subjects: |
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.