Satisfaction : a behavioral perspective on the consumer (Record no. 38479)
[ view plain ]
| 000 -LEADER | |
|---|---|
| fixed length control field | 01739nam a2200181 a 4500 |
| 020 ## - INTERNATIONAL STANDARD BOOK NUMBER | |
| ISBN | 9780071154123 |
| 020 ## - INTERNATIONAL STANDARD BOOK NUMBER | |
| ISBN | 0071154124 |
| 082 ## - DEWEY DECIMAL CLASSIFICATION NUMBER | |
| Classification number | 658.812 |
| Item number | OLI |
| 100 ## - MAIN ENTRY--AUTHOR NAME | |
| Personal name | Oliver, Richard L. |
| 245 ## - TITLE STATEMENT | |
| Title | Satisfaction : a behavioral perspective on the consumer |
| 260 ## - PUBLICATION, DISTRIBUTION, ETC. (IMPRINT) | |
| Place of publication | New York : |
| Name of publisher | McGraw Hill, |
| Year of publication | ©1997. |
| 300 ## - PHYSICAL DESCRIPTION | |
| Number of Pages | xvi, 432 pages : |
| Other physical details | illustrations ; |
| 500 ## - GENERAL NOTE | |
| General note | Includes index |
| 505 ## - FORMATTED CONTENTS NOTE | |
| Formatted contents note | Prologue --<br/>WHAT IS SATISFACTION? --<br/>What is customer satisfaction? --<br/>BASIC SATISFACTION MECHANISMS --<br/>The performance of attributes, features, and dimensions --<br/>Expectations and related comparative standards --<br/>The expectancy disconfirmation model of satisfaction --<br/>ALTERNATIVE AND SUPPLEMENTARY COMPARATIVE OPERATORS --<br/>Need fulfillment in a consumer satisfaction context --<br/>Quality: The object of desire --<br/>Equity: How consumers interpret fairness --<br/>Regret and hindsight: What might have been and what I knew would be --<br/>SATISFACTION PROCESSES AND MECHANISMS --<br/>Cognitive dissonance: Fears of what the future will bring --<br/>Why did it happen? Attribution in the satisfaction process --<br/>Emotional expression in the satisfaction response --<br/>Developing a model of consumption processing --<br/>SATISFACTION'S CONSEQUENCES: WHAT HAPPENS NEXT? --<br/>After satisfaction: The short run consequences --<br/>Loyalty and profit: Long-term effects of satisfaction -- |
| 520 ## - SUMMARY, ETC. | |
| Summary, etc | <br/>This work examines the meaning, causes, and consequences of customer satisfaction. The author broadens the determinants of psychological satisfaction to include needs, excellence (quality), fairness, and regret (what might have been). It concludes with chapters on post-purchase consequences. |
| 650 ## - SUBJECT ADDED ENTRY--TOPICAL TERM | |
| Topical Term | Consumer satisfaction. |
| 942 ## - ADDED ENTRY ELEMENTS (KOHA) | |
| Koha item type | Reference Books |
| Collection code | Home library | Current library | Shelving location | Date acquired | Source of acquisition | Cost, normal purchase price | Full call number | Accession Number | Koha item type |
|---|---|---|---|---|---|---|---|---|---|
| Reference | Main Library | Main Library | Reference | 15/03/2004 | Purchased | 1705.00 | 658.812 OLI | 008628 | Reference Books |