Satisfaction : a behavioral perspective on the consumer /

Satisfaction : a behavioral perspective on the consumer /

Saved in:

Bibliographic Details
Author / Creator:	Oliver, Richard L.
Imprint:	New York : McGraw Hill, c1997.
Description:	xvi, 432 p. : ill. ; 24 cm.
Language:	English
Subject:	Consumer satisfaction. Consumer satisfaction -- Evaluation. Consumer satisfaction. Consumer satisfaction -- Evaluation.
Format:	Print Book
URL for this record:	http://pi.lib.uchicago.edu/1001/cat/bib/2555782

Hidden Bibliographic Details
ISBN:	0070480257 (acid-free paper)
Notes:	Includes bibliographical references and index.

Table of Contents:

1. What Is Customer Satisfaction?
2. The Performance of Attributes, Features, and Dimensions
3. Expectations and Related Comparative Standards
4. The Expectancy Discomfirmation Model of Satisfaction
5. Need Fulfillment in a Consumer Satisfaction Context
6. Quality: The Object of Desire
7. Equity: How Consumers Interpret Fairness
8. Regret and Hindsight: What Might Have Been and What I Knew Would Be
9. Cognitive Dissonance: Fears of What the Future Will Bring
10. Why Did It Happen? Attribution in the Satisfaction Process
11. Emotional Expression in the Satisfaction Response
12. Developing a Model of Consumption Processing
13. After Satisfaction: The Short-Run Consequences
14. Loyalty and Profit: Long-Term Effects of Satisfaction.