TY  - BOOK
AU  - Oliver, Richard L., 
TI  - Satisfaction: a behavioral perspective on the consumer 
SN  - 9780765617705 (cloth : alk. paper)
U1  - 658.812 
PY  - 2010///
CY  - Armonk, N.Y.
PB  - M.E. Sharpe
KW  - Consumer satisfaction
KW  -  Evaluation
N1  - Includes bibliographical references and index; 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
ER  -