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Informationen zum Autor Richard L. Oliver Klappentext 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. Zusammenfassung 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. Inhaltsverzeichnis 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;
