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Satisfaction : a behavioral perspective on the consumer

By: Oliver, Richard LMaterial type: Text

Contents:

Prologue -- WHAT IS SATISFACTION? -- What is customer satisfaction? -- BASIC SATISFACTION MECHANISMS -- The performance of attributes, features, and dimensions -- Expectations and related comparative standards -- The expectancy disconfirmation model of satisfaction -- ALTERNATIVE AND SUPPLEMENTARY COMPARATIVE OPERATORS -- Need fulfillment in a consumer satisfaction context -- Quality: The object of desire -- Equity: How consumers interpret fairness -- Regret and hindsight: What might have been and what I knew would be -- SATISFACTION PROCESSES AND MECHANISMS -- Cognitive dissonance: Fears of what the future will bring -- Why did it happen? Attribution in the satisfaction process -- Emotional expression in the satisfaction response -- Developing a model of consumption processing -- SATISFACTION'S CONSEQUENCES: WHAT HAPPENS NEXT? -- After satisfaction: The short run consequences -- Loyalty and profit: Long-term effects of satisfaction --

Summary: 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.

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Holdings
Item type	Current library	Collection	Call number	Status	Date due	Barcode	Item holds
Reference Books	Main Library Reference	Reference	658.812 OLI (Browse shelf(Opens below))	Available		008628

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Previous	658.812 HAR Harvard business review on customer relationship management.	658.812 JON Customer Communications 2007-2008	658.812 MAR Quality customer service : the art of treating customers as guests	658.812 OLI Satisfaction : a behavioral perspective on the consumer	658.812 PHI The Marketing Customer Interface 1999-2000	658.812 ROB Customer Relationship Management: How to Turn a Good Business into a Great one	658.812 SMI Successful customer retention in a week	Next

Includes index

Prologue --
WHAT IS SATISFACTION? --
What is customer satisfaction? --
BASIC SATISFACTION MECHANISMS --
The performance of attributes, features, and dimensions --
Expectations and related comparative standards --
The expectancy disconfirmation model of satisfaction --
ALTERNATIVE AND SUPPLEMENTARY COMPARATIVE OPERATORS --
Need fulfillment in a consumer satisfaction context --
Quality: The object of desire --
Equity: How consumers interpret fairness --
Regret and hindsight: What might have been and what I knew would be --
SATISFACTION PROCESSES AND MECHANISMS --
Cognitive dissonance: Fears of what the future will bring --
Why did it happen? Attribution in the satisfaction process --
Emotional expression in the satisfaction response --
Developing a model of consumption processing --
SATISFACTION'S CONSEQUENCES: WHAT HAPPENS NEXT? --
After satisfaction: The short run consequences --
Loyalty and profit: Long-term effects of satisfaction --

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.

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