MARC Record from Library of Congress

LEADER: 01969cam a2200277 a 4500
001 2008039870
003 DLC
005 20100412132627.0
008 080911s2010 nyua b 001 0 eng
010 $a 2008039870
020 $a9780765617705 (cloth : alk. paper)
020 $a0765617706 (cloth : alk. paper)
035 $a(OCoLC)ocn249134746
040 $aDLC$cDLC$dBTCTA$dYDXCP$dC#P$dBWX$dMNW$dDLC
050 00 $aHF5415.335$b.O55 2010
082 00 $a658.8/12$222
100 1 $aOliver, Richard L.
245 10 $aSatisfaction :$ba behavioral perspective on the consumer /$cRichard L. Oliver.
250 $a2nd ed.
260 $aArmonk, N.Y. :$bM.E. Sharpe,$cc2010.
300 $axxii, 519 p. :$bill. ;$c27 cm.
504 $aIncludes bibliographical references and index.
505 0 $aIntroduction: 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.
650 0 $aConsumer satisfaction.
650 0 $aConsumer satisfaction$xEvaluation.
856 41 $3Table of contents only$uhttp://www.loc.gov/catdir/toc/ecip0828/2008039870.html