000			01915nam a2200241 a 4500
005			20260112063255.0
020			_a9780765617705 (cloth : alk. paper)
020			_a0765617706 (cloth : alk. paper)
039			_a202109271422 _bstaff _c201302151231 _d staff _c201006020544 _d staff _y 201006020544 _z staff
082			_a658.812 _bOLI [ Shelf 80]
100			_aOliver, Richard L., _d 1945-
245			_aSatisfaction : _ba behavioral perspective on the consumer / _cRichard L. Oliver.
250			_a2nd ed.
260			_aArmonk, N.Y. : _bM.E. Sharpe, _cc2010.
300			_axxii, 519 p. : _bill. ; _c27 cm.
504			_aIncludes bibliographical references and index.
505			_aIntroduction: 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.
650			_aConsumer satisfaction.
650			_aConsumer satisfaction _x Evaluation.
991			_aVIRTUA40
991			_aVTLSSORT0080*0200*0201*0820*1000*2450*2500*2600*3000*5040*5050*6500*6501*9992
909			_a2998
999			_c2780 _d2780