| Description |
xxii, 519 pages : illustrations ; 27 cm |
| 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 |
| Bibliography |
Includes bibliographical references and index |
| Subject |
Consumer satisfaction.
|
|
Consumer satisfaction -- Evaluation.
|
| LC no. |
2008039870 |
| ISBN |
9780765617705 (cloth : alk. paper) |
|
0765617706 (cloth : alk. paper) |
|
