Table of Contents

List of Tables; List of Figures; Preface; 1. Introduction: What Is Satisfaction?; PART 1. 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 2. ALTERNATIVE AND SUPPLEMENTARY COMPARATIVE OPERATORS; 6. Quality: The Object of Desire; 7. The Many Varieties of Value in the Consumption Experience; 8. Equity: How Consumers Interpret Fairness; 9. Regret: What Might Have Been, and Hindsight (What I Knew Would Be); PART 3. SATISFACTION PROCESSES AND MECHANISMS; 10. Cognitive Dissonance: Fears of What the Future Will Bring (and a Few Hopes); 11. Why Did It Happen? Attribution in the Satisfaction Response; 12. Emotional Expression in the Satisfaction Response; 13. The Processing of Consumption; PART 4. SATISFACTION'S CONSEQUENCES: WHAT HAPPENS NEXT?; 14. After Satisfaction: The Short Run Consequences; 15. Loyalty and Financial Impact: Long-term Effects on Satisfaction; Name Index; Subject Index; About the Author.