000			01739nam a2200181 a 4500
020			_a9780071154123
020			_a0071154124
082			_a658.812 _bOLI
100			_aOliver, Richard L.
245			_aSatisfaction : a behavioral perspective on the consumer
260			_aNew York : _bMcGraw Hill, _c©1997.
300			_axvi, 432 pages : _billustrations ;
500			_aIncludes index
505			_aPrologue -- 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 --
520			_a 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			_aConsumer satisfaction.
942			_cREF
999			_c38479 _d38479