Satisfaction: A Behavioral Perspective on the Consumer: A Behavioral Perspective on the Consumer
, by Oliver,Richard L.Note: Supplemental materials are not guaranteed with Rental or Used book purchases.
- ISBN: 9780765617705 | 0765617706
- Cover: Hardcover
- Copyright: 2/15/2010
List of Tables | |
List of Figures | |
Preface | |
Introduction: What Is Satisfaction? | |
Why Study Satisfaction in a Consumer Context? | |
A Diversity of Satisfaction Definitions | |
Vertical and Horizontal Distinctions | |
Consumer Satisfaction Compared to Satisfaction in Other Domains | |
Satisfaction Compared to Related Concepts | |
Structure of the Book | |
Glossary | |
Notes | |
Bibliography | |
Basic Satisfaction Mechanisms | |
The Performance of Attributes, Features, and Dimensions | |
Traditional Satisfaction Analysis | |
Determining and Measuring Feature Performance | |
Importance-Performance Analysis Revisited | |
Conclusion | |
Notes | |
Bibliography | |
Expectations and Related Comparative Standards | |
What Is an Expectation? | |
More on Varieties of Expectations and Performance Referents | |
Sources of Referents and Reasons for the Level of Abstraction | |
Measuring Expectations: How and When | |
The Function of Expectations in Satisfaction Formation | |
Conclusion | |
Notes | |
Bibliography | |
The Expectancy Disconfirmation Model of Satisfaction | |
Discrepancy Models of Satisfaction | |
The Relative Influence of Expectation or Disconfirmation: When Would One Dominate the Other? | |
Evidence for the Expectancy Disconfirmation Model | |
Performance Influences in the Expectancy Disconfirmation Model | |
Model Variations | |
Conclusion | |
Notes | |
Bibliography | |
Alternative And Supplementary Comparative Operators | |
Need Fulfillment in a Consumer Satisfaction Context | |
Basics of Need | |
Needs in the Satisfaction Process | |
A Consumer Perspective on Need Satisfaction Theory | |
Practical Implications of the Need Satisfaction Perspective | |
Conclusion | |
Notes | |
Bibliography | |
Quality: The Object of Desire | |
Technological Referents: The Historical Approach | |
Quality Abstractions from the Consumer's Perspective | |
Measuring Quality as an Encounter or Global Concept | |
Quality and Satisfaction: Similarities and Differences | |
An Encounter Quality-Influences-Satisfaction Model | |
Conclusion | |
Notes | |
Bibliography | |
The Many Varieties of Value in the Consumption Experience | |
Axiology: The Study of Values | |
Renditions of Value as Pre and Post Consumption Events | |
Proposed and Actual Model Tests Containing Quality and Value: What Can Be Learned? | |
Conclusion | |
Notes | |
Bibliography | |
Equity: How Consumers Interpret Fairness | |
Equity: What It Is | |
The Role of Equity in Consumer Satisfaction | |
Historical Versus Contemporary Interpretations of Equity influences | |
Additional topics in Consumer Equity | |
Conclusion | |
Notes | |
Bibliography | |
Regret: What Might Have Been, and Hindsight (What I Knew Would Be) | |
The Comparative Nature of Regret and Hindsight | |
Hindsight and Regret Categorized by Perceived Responsibility | |
Regret | |
Hindsight Bias | |
Conclusion | |
Notes | |
Bibliography | |
Satisfaction Processes and Mechanisms | |
Cognitive Dissonance: Fears of What the Future Will Bring (and a Few Hopes) | |
Decision Making Stages | |
Dissonance: The Concept | |
Dissonance: The Evidence | |
Proposed Relations Between Dissonance and Satisfaction | |
Conclusion | |
Notes | |
Bibliography | |
Why Did It Happen? Attribution in the Satisfaction Response | |
The Origins of Attribution Theory | |
The Weiner Framework | |
Postpurchase Marketing Examples | |
The Causal Basis for Attributions | |
Attribution Measurement | |
Summary | |
Notes | |
Bibliography | |
Emotional Expression in the Satisfaction Response | |
Emotion and Its Origin | |
The Structure of "Universal" Emotions | |
Evidence for Satisfaction in Emotion Frameworks | |
Measuring Affect in Satisfaction Contexts | |
Studies of Consumer Emotion | |
Cognitive Determinants of Emotion | |
Insights in the Postpurchase Literature | |
Conclusion: Is Satisfaction an Emotion? | |
Notes | |
Bibliography | |
The Processing of Consumption | |
A Response Mode Approach to Consumption | |
A Formal Appraisal Model for the Satisfaction Response | |
Satisfaction Prototypes | |
A Test of the Model | |
Other proposed Satisfaction States | |
Summary | |
Notes | |
Bibliography | |
Satisfaction's Consequences: What Happens Next? | |
After Satisfaction: The Short Run Consequences | |
What Do Consumers Do? | |
A Complaint Process Model | |
Firm Strategies: Promoting Complaining and Encouraging Compliments | |
Integrated Psychological Processes: Attribution, Equity, and Appraisal | |
Consumer Dissatisfaction Profiles | |
Word of Mouth: Current Interpretations | |
Measuring the Short-term Consequences | |
Conclusion | |
Notes | |
Bibliography | |
Loyalty and Financial Impact: Long-term Effects of Satisfaction | |
The Development of Loyalty: A Frameworks | |
Intentions and Behavior: Historical Perspective as Relating to Loyalty | |
A Definition of Loyalty | |
The "Rationality" of Loyalty | |
Loyalty Phases Elaborated | |
Obstacles to Loyalty: Consumer Idiosyncrasies | |
Obstacles to Loyalty: Switching Incentives | |
Interpersonal Loyalty: Additional Effects in Services | |
Loyalty Patterns: Is There a Universally Loyal Consumer? | |
Three Loyalty Categorizations | |
Loyalty Programs | |
New Perspectives on Loyalty Generation and Maintenance: Consumption Communities | |
The Domain of Loyalty: Is It Accessible to All | |
What Is the Relation Between Satisfaction and Loyalty? | |
Is Brand Loyalty an Anachronism? | |
Measuring Loyalty | |
The Translation of Loyalty to Profits | |
The Big Picture: Satisfaction Matters | |
Concluding Note | |
Notes | |
Bibliography | |
Name Index | |
Subject Index | |
About the Author | |
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