Satisfaction : a behavioral perspective on the consumer / Richard L. Oliver.
By: Oliver, Richard L.
Armonk, N.Y. : M.E. Sharpe, c2010Edition: 2nd ed.Description: xxii, 519 p. : ill. ; 27 cm.ISBN: 9780765617705 (cloth : alk. paper).Subject(s): Consumer satisfaction -- Evaluation | Consumer satisfactionGenre/Form: Print books.DDC classification: 658.8/12 Online resources: Table of contents only| Current location | Call number | Status | Date due | Barcode | Item holds |
|---|---|---|---|---|---|
| On Shelf | HF5415.335 .O55 2010 (Browse shelf) | Available | AU0000000002521 |
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| HF5415.33.U6 M53 2006 The affluent consumer : marketing and selling the luxury lifestyle / | HF5415.332.O43 A385 2010 The aging consumer : perspectives from psychology and economics / | HF5415.332.W66 B74 2011 Why she buys : the new strategy for reaching the world's most powerful consumers / | HF5415.335 .O55 2010 Satisfaction : a behavioral perspective on the consumer / | HF5415.335 .O57 2015 The lean product playbook : how to innovate with minimum viable products and rapid customer feedback / | HF5415.34 .S26 2012 Freud on Madison Avenue motivation research and subliminal advertising in America / | HF5415.35 .S65 2022 Marketing : real people, real choices / |
Includes bibliographical references and index.
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.