Oliver, Richard L.,    1945- <br/><br/>
Satisfaction :  a behavioral perspective on the consumer / 
Richard L. Oliver. 
 - 2nd ed. 
 - Armonk, N.Y. :  M.E. Sharpe,  c2010. 
 - xxii, 519 p. :  ill. ;  27 cm. 
<br/><br/>Includes bibliographical references and index. 
<br/><br/>Introduction: 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. 
<br/><br/><label>ISBN: </label>9780765617705 (cloth : alk. paper) 0765617706 (cloth : alk. paper) 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Consumer satisfaction.<br/>Consumer satisfaction -- Evaluation.
<br/><br/><label>Dewey Class. No.: </label>658.812  / OLI [ Shelf 80]