Richard L Oliver

Satisfaction: A Behavioral Perspective on the Consumer

A Behavioral Perspective on the Consumer

• Gebundenes Buch

Produktbeschreibung

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.

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Produktdetails

• Verlag: Taylor & Francis
• 2nd edition
• Seitenzahl: 544
• Erscheinungstermin: 15. Februar 2010
• Englisch
• Abmessung: 261mm x 181mm x 32mm
• Gewicht: 1078g
• ISBN-13: 9780765617705
• ISBN-10: 0765617706
• Artikelnr.: 37255085

Autorenporträt

Richard L. Oliver

Inhaltsangabe

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