Satisfaction : a behavioral perspective on the consumer
Richard L. Oliver
| Year of publication: |
[2015] ; Second edition
|
|---|---|
| Authors: | Oliver, Richard L. |
| Publisher: |
London : Routledge |
| Subject: | Konsumentenverhalten | Consumer behaviour | Kundenzufriedenheit | Customer satisfaction | Theorie | Theory |
Online Resource
| Extent: | 1 Online-Ressource (xxii, 519 Seiten) |
|---|---|
| Type of publication: | Book / Working Paper |
| Language: | English |
| Notes: | Cover; Half Title; Title Page; Copyright Page; Table of Contents; List of Tables; List of Figures; Preface; 1. Introduction: What Is Satisfaction?; Why Study Satisfaction in a Consumer Context?; The Consumer's Perspective; The Firm's Perspective; The Industry Perspective; The Societal Perspective; A Diversity of Satisfaction Definitions; Satisfaction: A Formal Definition; What About Dissatisfaction?; Vertical and Horizontal Distinctions; Vertical Distinctions; Horizontal Distinctions; Do Firms Agree on Satisfaction as a Corporate Goal? Consumer Satisfaction Compared to Satisfaction in Other DomainsSatisfaction Compared to Related Concepts; A First-Time Consumer; Repeat Purchasing, Consumption, or Patronization; A Note on the "Nonprocessing" of Satisfaction; The Structure of This Book; The Essentials of the Satisfaction Response; Comparison Operators; Integrative Psychological Processes; Consequences of Satisfaction; Glossary; Notes; Bibliography; Part I. Basic Satisfaction Mechanisms; 2. The Performance of Attributes, Features, and Dimensions; Traditional Satisfaction Analysis; Descriptive Statistics Importance-Performance AnalysisRegression Analysis; A Fundamental Shortcoming of Performance Analysis; Determining and Measuring Feature Performance; Satisfaction Drivers Versus Choice Criteria; Levels of Feature Abstraction; What Features?; Consumer-Generated Lists; Scaling Performance; Feature or Attribute Importance; Alternative Measures of Importance for Satisfaction; Importance-Performance Analysis Revisited; Conclusion; Notes; Bibliography; 3. Expectations and Related Comparative Standards; What Is an Expectation?; More on Varieties of Expectations and Performance Referents Anticipations as Expectations: Affective ExpectationsExpectations of What?; Expectation Referents Categorized by Level of Desire; Referents Categorized by Level of Abstraction; Referents Categorized by Focal Comparison Object; An Applied Example; The "Best" of the Expectation-Based Comparative Referents; Sources of Referents and Reasons for the Level of Abstraction; External Sources; Internal Sources; Measuring Expectations: How and When; Predictive Expectations; Examples of Measures; Measuring Ideal, Should, and Desired Expectations; Practical Issues in the Measurement of Multiple Standards Measuring Expectations After the Fact: Retrospective ExpectationsUpdating Expectations During Consumption; The Function of Expectations in Satisfaction Formation; Expectations as Assimilation Agents; Expectations as Contrast Agents; Conclusion; Notes; Bibliography; 4. The Expectancy Disconfirmation Model of Satisfaction; Discrepancy Models of Satisfaction; The Consumer Behavior Approach; Shortcomings of Assimilation Versus Contrast Interpretations; Disconfirmation Elaborated; Objective Versus Subjective Disconfirmation; Predicting Satisfaction: Calculated or Subjective Disconfirmation? Expectations and Disconfirmation as Proxies for Assimilation and Contrast |
| ISBN: | 978-1-315-70089-2 ; 978-0-7656-1770-5 |
| Other identifiers: | 10.4324/9781315700892 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10014497661