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Consumers
Eric Arnould, University of Nebraska
George Zinkhan, University of Georgia
Linda Price, University of Nebraska
Consumer Satisfaction

Chapter Outline

  1. Learning Objectives
  2. Vignettes
  3. Introduction
    1. What is Satisfaction?
    2. What is Dissatisfaction?
  4. What Causes Satisfaction?
    1. How are Performance and Satisfaction Related?
    2. How are Employee and Customer Satisfaction Related?
    3. How are Choice and Satisfaction Related?
    4. How do Consumers Judge Satisfaction?
    5. Expectancy- Disconfirmation Model of Satisfaction
    6. Other Comparative Standards for Judging Satisfaction
    7. Consumer Attributions and the Satisfaction Process
  5. V.Emotions, Ambivalence and Satisfaction
    1. Satisfaction as Contentment
    2. Satisfaction as Pleasure
    3. Satisfaction as Delight
    4. Satisfaction as Relief
    5. Satisfaction as Consumer Ambivalence
  6. The Consequences of Satisfaction and Dissatisfaction
    1. Exit
    2. Voice
    3. Continued Patronage
    4. Twist
    5. Consumer Satisfaction and Profitability
  7. Consumer Satisfaction and Adaptation
  8. Chapter Summary




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