9780765617705

Satisfaction: A Behavioral Perspective on the Consumer: A Behavioral Perspective on the Consumer

by
  • ISBN13:

    9780765617705

  • ISBN10:

    0765617706

  • Edition: 2nd
  • Format: Hardcover
  • Copyright: 2/15/2010
  • Publisher: Routledge
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Supplemental Materials

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Table of Contents

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
Table of Contents provided by Ingram. All Rights Reserved.

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