| 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. |
