The writing is accessible, yet the subject matter is highly detailed, suitable for marketing researchers as well as advanced students of marketing and consumer behavior. Highly recommended. Graduate, research, and faculty collections." -- Choice

Table of Contents

• List of Tables
• List of Figures
• Preface
• 1. Introduction: What Is Satisfaction?
• PART I. BASIC SATISFACTION MECHANISMS
• 2. The Performance of Attributes, Features, and Dimensions
• 3. Expectations and Related Comparative Standards
• 4. The Expectancy Disconfirmation Model of Satisfaction
• PART II. ALTERNATIVE AND SUPPLEMENTARY COMPARATIVE OPERATORS
• 5. Need Fulfillment in a Consumer Satisfaction Context
• 6. Quality: The Object of Desire
• 7. The Many Varieties of Value in the Consumption Experience
• 8. Equity: How Consumers Interpret Fairness
• 9. Regret and Hindsight: What Might Have Been and What I Knew Would Be
• PART III. SATISFACTION PROCESSES AND MECHANISMS
• 10. Cognitive Dissonance: Fears of What the Future Will Bring (and a Few Hopes)
• 11. Attribution in the Satisfaction Response: Why Did It Happen?
• 12. Emotional Expression in the Satisfaction Response
• 13. The Processing of Consumption
• PART IV. SATISFACTION’S CONSEQUENCES: WHAT HAPPENS NEXT?
• 14. After Satisfaction: The Short-Run Consequences
• 15. Loyalty and Financial Impact: Long-Term Effects of Satisfaction
• About the Author