TY  - BOOK
AU  - Oliver, Richard L. 
TI  - Satisfaction : a behavioral perspective on the consumer
SN  - 9780071154123
U1  - 658.812 
PY  - 1997///
CY  - New York : 
PB  - McGraw Hill, 
KW  - Consumer satisfaction
N1  - Includes index; Prologue --
WHAT IS SATISFACTION? --
What is customer satisfaction? --
BASIC SATISFACTION MECHANISMS --
The performance of attributes, features, and dimensions --
Expectations and related comparative standards --
The expectancy disconfirmation model of satisfaction --
ALTERNATIVE AND SUPPLEMENTARY COMPARATIVE OPERATORS --
Need fulfillment in a consumer satisfaction context --
Quality: The object of desire --
Equity: How consumers interpret fairness --
Regret and hindsight: What might have been and what I knew would be --
SATISFACTION PROCESSES AND MECHANISMS --
Cognitive dissonance: Fears of what the future will bring --
Why did it happen? Attribution in the satisfaction process --
Emotional expression in the satisfaction response --
Developing a model of consumption processing --
SATISFACTION'S CONSEQUENCES: WHAT HAPPENS NEXT? --
After satisfaction: The short run consequences --
Loyalty and profit: Long-term effects of satisfaction --
N2  - 	
This work examines the meaning, causes, and consequences of customer satisfaction. The author broadens the determinants of psychological satisfaction to include needs, excellence (quality), fairness, and regret (what might have been). It concludes with chapters on post-purchase consequences
ER  -