Suitable for advanced MBA and doctoral courses in Consumer Behavior and Customer Satisfaction, this text covers meaning, causes, and consequences of customer satisfaction. It covers various psychological aspects of satisfaction formation. It also traces the history of consumer satisfaction from its earliest roots.
Suitable for advanced MBA and doctoral courses in Consumer Behavior and Customer Satisfaction, this text covers meaning, causes, and consequences of customer satisfaction. It covers various psychological aspects of satisfaction formation. It also traces the history of consumer satisfaction from its earliest roots.
Chapter 1 Introduction Part I Basic Satisfaction Mechanisms Chapter 2 The Performance of Attributes, Features, and Dimensions Chapter 3 Expectations and Related Comparative Standards Chapter 4 The Expectancy Disconfirmation Model of Satisfaction Part II Alternative and Supplementary Comparative Operators Chapter 5 Need Fulfillment in a Consumer Satisfaction Context Chapter 6 Quality Chapter 7 The Many Varieties of Value in the Consumption Experience Chapter 8 Equity Chapter 9 Regret and Hindsight Part III Satisfaction Processes and Mechanisms Chapter 10 Cognitive Dissonance Chapter 11 Attribution in the Satisfaction Response Chapter 12 Emotional Expression in the Satisfaction Response Chapter 13 The Processing of Consumption Part IV Satisfaction's Consequences: What Happens Next? Chapter 14 After Satisfaction Chapter 15 Loyalty and Financial Impact
Chapter 1 Introduction Part I Basic Satisfaction Mechanisms Chapter 2 The Performance of Attributes, Features, and Dimensions Chapter 3 Expectations and Related Comparative Standards Chapter 4 The Expectancy Disconfirmation Model of Satisfaction Part II Alternative and Supplementary Comparative Operators Chapter 5 Need Fulfillment in a Consumer Satisfaction Context Chapter 6 Quality Chapter 7 The Many Varieties of Value in the Consumption Experience Chapter 8 Equity Chapter 9 Regret and Hindsight Part III Satisfaction Processes and Mechanisms Chapter 10 Cognitive Dissonance Chapter 11 Attribution in the Satisfaction Response Chapter 12 Emotional Expression in the Satisfaction Response Chapter 13 The Processing of Consumption Part IV Satisfaction's Consequences: What Happens Next? Chapter 14 After Satisfaction Chapter 15 Loyalty and Financial Impact
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