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Oliver, Richard L., 1945-
Satisfaction : a behavioral perspective on the consumer / Richard L. Oliver
2nd ed
Armonk, N.Y. : M.E. Sharpe, c2010
book jacket
Location Call Number Status
 3rd Floor  HF5415.335 .O55 2010    AVAILABLE
Subject(s) Consumer satisfaction
Consumer satisfaction -- Evaluation
Consumer behavior
Physical Description xxii, 519 p. : ill. ; 27 cm
Note Includes bibliographical references and indexes
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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