Verfügbarkeit: Satisfaction :: THWS Bibkatalog

Satisfaction: a behavioral perspective on the consumer

Gespeichert in:

Bibliographische Detailangaben
1. Verfasser:	Oliver, Richard L. (VerfasserIn)
Format:	Buch
Sprache:	English
Veröffentlicht:	Armonk, NY [u.a.] Sharpe 2010
Ausgabe:	2. ed.
Schlagworte:	Consumer satisfaction Consumer satisfaction > Evaluation Verbraucherverhalten Verbraucherzufriedenheit
Online-Zugang:	Inhaltsverzeichnis Inhaltsverzeichnis
Beschreibung:	Includes bibliographical references and index
Beschreibung:	XXII, 519 S. graph. Darst.
ISBN:	9780765617705

Internformat

MARC


LEADER	00000nam a2200000 c 4500
001	BV035895528
003	DE-604
005	20111208
007	t
008	091217s2010 d\|\|\| \|\|\|\| 00\|\|\| eng d
010			\|a 2008039870
020			\|a 9780765617705 \|c cloth : alk. paper \|9 978-0-7656-1770-5
035			\|a (OCoLC)249134746
035			\|a (DE-599)GBV577971018
040			\|a DE-604 \|b ger \|e aacr
041	0		\|a eng
049			\|a DE-945 \|a DE-703 \|a DE-92 \|a DE-N2 \|a DE-1043 \|a DE-384 \|a DE-188 \|a DE-473 \|a DE-521 \|a DE-19
050		0	\|a HF5415.335
082	0		\|a 658.8/12 \|2 22
084			\|a MS 5560 \|0 (DE-625)123728: \|2 rvk
084			\|a QP 620 \|0 (DE-625)141911: \|2 rvk
084			\|a QW 300 \|0 (DE-625)142175: \|2 rvk
100	1		\|a Oliver, Richard L. \|e Verfasser \|0 (DE-588)170242765 \|4 aut
245	1	0	\|a Satisfaction \|b a behavioral perspective on the consumer \|c Richard L. Oliver
250			\|a 2. ed.
264		1	\|a Armonk, NY [u.a.] \|b Sharpe \|c 2010
300			\|a XXII, 519 S. \|b graph. Darst.
336			\|b txt \|2 rdacontent
337			\|b n \|2 rdamedia
338			\|b nc \|2 rdacarrier
500			\|a Includes bibliographical references and index
650		4	\|a Consumer satisfaction
650		4	\|a Consumer satisfaction \|x Evaluation
650	0	7	\|a Verbraucherverhalten \|0 (DE-588)4062644-1 \|2 gnd \|9 rswk-swf
650	0	7	\|a Verbraucherzufriedenheit \|0 (DE-588)4129147-5 \|2 gnd \|9 rswk-swf
689	0	0	\|a Verbraucherzufriedenheit \|0 (DE-588)4129147-5 \|D s
689	0	1	\|a Verbraucherverhalten \|0 (DE-588)4062644-1 \|D s
689	0		\|5 DE-188
856	4		\|u http://www.loc.gov/catdir/toc/ecip0828/2008039870.html \|3 Inhaltsverzeichnis
856	4	2	\|m Digitalisierung UB Bayreuth \|q application/pdf \|u http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=018752954&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA \|3 Inhaltsverzeichnis
999			\|a oai:aleph.bib-bvb.de:BVB01-018752954

Datensatz im Suchindex

_version_	1804140872573386752
adam_text	CONTENTS List of Tables xv List of Figures xvii Preface xxi 1. Introduction: What Is Satisfaction? 3 Why Study Satisfaction in a Consumer Context? 4 The Consumer s Perspective 4 The Firm s Perspective 5 The Industry Perspective 5 The Societal Perspective 5 A Diversity of Satisfaction Definitions 6 Satisfaction: A Formal Definition 8 What About Dissatisfaction? 8 Vertical and Horizontal Distinctions 9 Vertical Distinctions 10 Horizontal Distinctions 10 Do Firms Agree on Satisfaction as a Corporate Goal? 11 Consumer Satisfaction Compared to Satisfaction in Other Domains 12 Satisfaction Compared to Related Concepts 13 A First-Time Consumer 14 Repeat Purchasing, Consumption, or Patronization 15 A Note on the Nonprocessing of Satisfaction 15 The Structure of This Book 16 The Essentials of the Satisfaction Response 16 Comparison Operators 18 Integrative Psychological Processes 19 Consequences of Satisfaction 21 Glossary 21 Notes 23 Bibliography 24 PART I. BASIC SATISFACTION MECHANISMS 27 2. The Performance of Attributes, Features, and Dimensions 29 Traditional Satisfaction Analysis 29 Descriptive Statistics 30 Importance-Performance Analysis 31 Regression Analysis 33 A Fundamental Shortcoming of Performance Analysis 35 Determining and Measuring Feature Performance 36 Satisfaction Drivers Versus Choice Criteria 36 Levels of Feature Abstraction 39 What Features? 40 Consumer-Generated Lists 44 Scaling Performance 46 Feature or Attribute Importance 50 Alternative Measures of Importance for Satisfaction 52 Importance-Performance Analysis Revisited 53 Conclusion 55 Notes 55 Bibliography 57 3. Expectations and Related Comparative Standards 61 What Is an Expectation? 63 More on Varieties of Expectations and Performance Referents 64 Anticipations as Expectations: Affective Expectations 64 Expectations of What? 65 Expectation Referents Categorized by Level of Desire 66 Referents Categorized by Level of Abstraction 69 Referents Categorized by Focal Comparison Object 72 An Applied Example 73 The Best of the Expectation-Based Comparative Referents 74 Sources of Referents and Reasons for the Level of Abstraction 75 External Sources 76 Internal Sources 77 Measuring Expectations: How and When 79 Predictive Expectations 79 Examples of Measures 80 Measuring Ideal, Should, and Desired Expectations 81 Practical Issues in the Measurement of Multiple Standards 81 Measuring Expectations After the Fact: Retrospective Expectations 82 Updating Expectations During Consumption 83 The Function of Expectations in Satisfaction Formation 84 Expectations as Assimilation Agents 84 Expectations as Contrast Agents 86 Conclusion 86 Notes 86 Bibliography go, 4. The Expectancy Disconfirmation Model of Satisfaction % Discrepancy Models of Satisfaction 95 The Consumer Behavior Approach 97 Shortcomings of Assimilation Versus Contrast Interpretations 98 Disconfirmation Elaborated 99 Objective Versus Subjective Disconfirmation 101 Predicting Satisfaction: Calculated or Subjective Disconfirmation? 104 Expectations and Disconfirmation as Proxies for Assimilation and Contrast 105 What Does This Imply for Managerial Strategy? 107 The Role of Confirmation 107 The Role of Extremes of Disconfirmation 109 Surprise and Disconfirmation in the Consumption Response 110 The Relative Influences of Expectation or Disconfirmation: When Would One Dominate the Other? 112 When Expectations Dominate 112 When Disconfirmation Dominates 115 Conditions Favoring Strong Disconfirmation Effects 116 Evidence for the Expectancy Disconfirmation Model 117 Performance Influences in the Expectancy Disconfirmation Model 118 Model Variations 120 Sample Versus Individual Influences 121 Other Disconfirmable Comparative Referents 121 Conclusion 126 Notes 127 Bibliography 130 PART П. ALTERNATIVE AND SUPPLEMENTARY COMPARATIVE OPERATORS 135 5. Need Fulfillment in a Consumer Satisfaction Context 137 Basics of Need 137 Restoration and Enhancement 137 Reinforcement 138 Needs in the Satisfaction Process 140 Two Popular Need Satisfaction Models 142 Marketing Efforts to Apply Two-Factor Theory 147 Need Gratification Theory Elaborated 148 A Consumer Perspective on Need Satisfaction Theory 148 Descriptive and Correlational Data 150 The Kano Approach to Satisfiers and Dissatisfiers 152 Practical Implications of the Need Satisfaction Perspective 155 Application Implications 155 Measurement and Analysis 155 Conclusion 158 Notes 158 Bibliography 160 6. Quality: The Object of Desire 162 Technological Referents: The Historical Approach 162 Technical Comparisons 163 Consumer Perceptions of Quality 164 Quality Abstractions From the Consumer s Perspective 165 Single-Stimulus Definitions 165 Dual-Stimulus Definitions 167 Ideals as the Quality Standard 168 Use of Excellence as the Quality Standard: SERVQUAL Revisited 169 Quality Response Functions 171 Are Importances Useful in a Quality Model? 172 Measuring Quality as an Encounter or Global Concept 173 Quality Measurement at the Encounter Level 173 Quality Measurement at the Global Level 173 Quality and Satisfaction: Similarities and Differences 175 Conceptual Differences 175 Distinguishing Short-Term and Long-Term Quality and Satisfaction Effects 178 Tests of Frameworks Linking Quality and Satisfaction 180 An Encounter Quality Influences Satisfaction Model 181 Satisfaction-Specific and Quality-Specific Attributes 181 The Model 182 Affective Quality: New Directions for Services 184 Conclusion 185 Notes 185 Bibliograhy 187 7. TheMany Varieties of Value in the Consumption Experience 190 Axiology: The Study of Values 190 Self-Oriented Values 191 Other-Oriented Values 191 Renditions of Value as Pre- and Postconsumption Events 192 Single-Stimulus Definitions of Value in Consumption 192 Dual-Stimulus Definitions of Value in Consumption 195 Proposed and Actual Model Tests Containing Quality and Value: What Can Be Learned? 197 Value as a Satisfaction-Like Postpurchase Comparison 198 What, Now, Is Value? 198 What, Now Is the Role of Value in Satisfaction (or Vice Versa)? 200 Measuring Consumer Values 202 What of Value in Marketing Strategy? 203 Conclusion 204 Notes 204 Bibliography 206 8. Equity: How Consumers Interpret Fairness 211 Equity: What It Is 211 A Mathematical Representation of Equity and Its Problems 212 Positive Inequity 214 The Effect of Differing Roles 214 The Role of Equity in Consumer Satisfaction 215 Person-to-Person Comparisons 215 Person-to-Merchant Comparisons 217 Consequences of Inequity 218 Historical Versus Contemporary Interpretations of Equity Influences 218 Nonintervening Frameworks 218 Intervening Approaches 220 Additional Topics in Consumer Equity 224 Distributive Versus Procedural and Interactional Fairness 224 Does Equity Work in Parallel With Disconfirmation? 226 Equity Sensitivity: Who and How Many Are Affected? 229 Conclusion 229 Notes 230 Bibliography 232 9. Regret and Hindsight: What Might Have Been and What I Knew Would Be 237 The Comparative Nature of Regret and Hindsight 237 Hindsight and Regret Categorized by Perceived Responsibility 238 Regret 239 Sources of Referents for the Occurrence of Regret 241 Positive Regret: Clarifying Rejoicing 243 Common Alternative Negative Correlates of Regret 244 A Priori Consideration of Regret 244 Joint Operation of Regret and Disconfirmation 246 Determinants of Regret 246 Evidence for the Consequences of Regret 250 Regret as an Initiator of Self-Protection 251 Hindsight Bias 251 Moderating Conditions and Causes 252 Evidence in a Marketing Context 253 Conclusion 253 Notes 254 Bibliography 256 PART Ш. SATISFACTION PROCESSES AND MECHANISMS 261 10. Cognitive Dissonance: Fears of What the Future Will Bring (and a Few Hopes) 263 Decision-Making Stages 264 Four Phases of Consumption 264 Purchase Phase Stresses 266 Dissonance: The Concept 267 Causes 267 What Dissonance Is 270 How Can Consumers Stand It? 270 Dissonance: The Evidence 271 Dissonance-Inducing Factors 272 Dissonance Reduction Strategies 274 Examples of Consumer Dissonance Induction and Reduction 278 Proposed Relations Between Dissonance and Satisfaction 279 Beta and Gamma Phase Effects 279 Delta Phase Effects 281 Measuring Dissonance in the Satisfaction Process 281 Conclusion 283 Notes 284 Bibliography 285 11. Attribution in the Satisfaction Response: Why Did It Happen? 290 The Origins of Attribution Theory 291 Actors and Observers 291 Causes and Reasons 292 Attributions to the Person or Situation 293 Biases and Errors of Judgment in Attribution 293 The Weiner Framework 295 The Three Dimensions 295 Consumer Interpretations 296 Postpurchase Marketing Examples 298 Locus of Causality 298 Controllability 299 Stability 299 The Causal Basis for Attributions 300 The Role of Disconfirmation 300 The Model 302 Attribution-Dependent Affect 303 Attribution Measurement 304 Qualitative Measures 304 Standard Scales 305 Conclusion 306 Notes 307 Bibliography 309 12. Emotional Expression in the Satisfaction Response 314 Emotion and Its Origin 315 The Brain and Emotion 316 Emotion, Affect, and Mood 317 The Structure of Universal Emotions 31 g Emotions as Discrete Affects 31 g Affect as a Two-Dimensional Construct 31 g Emotion as a Blend of Affects 320 Evidence for Satisfaction in Emotion Frameworks 320 Measuring Affect in Satisfaction Contexts 323 Identifying Consumption Emotions 323 Bipolar Versus Unipolar Scales in Emotion Measurement 325 Intensity Versus Frequency 325 Studies of Consumer Emotion 327 Origins of Consumer Emotion 327 Emotion and Satisfaction in Consumption 327 Preconsumption Emotion Effects 329 Affects During Transient and Extended Consumption 330 Emotions as Satisfaction Outcomes 333 Cognitive Determinants of Emotion 334 Cognitive Appraisal Revisited 334 Two-Appraisal Models 335 Affects Resulting From Cognitive Appraisal 335 Where Is Satisfaction? 338 Inductive Approaches 338 Insights in the Postpurchase Literature 339 Appraisal-Based Consumption Emotions 339 The Tertiary Phase: Action Tendencies 340 Conclusion 341 Notes 342 Bibliography 345 13. The Processing of Consumption 352 A Response Mode Approach to Consumption 352 The Dilemma for Management 353 Satisfaction in a Classification Context 353 Satisfaction in an Appraisal Context Revisited 354 A Formal Appraisal Model for the Satisfaction Response 355 The Favorable Outcome Sequence 356 The Unfavorable Outcome Sequence 357 The Unexpected Outcome Sequence 358 The Success and Failure Attribution Sequences 359 Adding the Appraisal Framework to the Expectancy Disconfirmation Model 360 Satisfaction Prototypes 360 Proposed Categories of Consumption Response Orientation 364 Summary of the Model 367 A Test of the Model 367 The Study 368 Response Mode Profiles 370 Processing Profiles 371 Emotional Linkages 373 Other Proposed Satisfaction States 376 Conclusion 378 Notes 379 Bibliography 380 PART IV. SATISFACTION S CONSEQUENCES: WHAT HAPPENS NEXT? 383 14. After Satisfaction: The Short-Run Consequences 385 What Do Consumers Do? 386 Nonresponse Following Successful Consumption 386 Nonresponse Following Unsuccessful Consumption 386 Xli A Complaint Process Model 389 Complaint Handling Within the Expectancy Disconfirmation Model 392 Indirect Evidence for the Complaining Framework 393 More Problems of Overgenerosity 395 The Case of Unknown Complaint Expectations 396 Other Consumer Responses 397 Firm Strategies: Promoting Complaints and Encouraging Compliments 397 Encouraging Complaints 397 What About Compliments? 399 Integrated Psychological Processes: Attribution, Equity, and Appraisal 399 Consumer Dissatisfaction Profiles 402 Nontheoretic Frameworks 402 The Hirschman Exit, Voice, and Loyalty Theoretical Framework 403 Consumer Dissatisfaction Studies Using the Hirschman Framework 404 Word of Mouth: Current Interpretations 404 Determinants 405 Company WOM Responses and Strategies 407 Measuring the Short-Term Consequences 408 Primary Postpurchase Variables · 408 Secondary Satisfaction 409 Conclusion 410 Notes 410 Bibliography 415 15. Loyalty and Financial Impact: Long-Term Effects of Satisfaction 424 The Development of Loyalty: A Framework 425 Intentions and Behavior: Historical Perspective as Relating to Loyalty 428 Intention as a Proxy for Loyalty 429 Behavior as a Proxy for Loyalty 430 A Definition of Loyalty 432 The Phases of Loyalty Elaborated 433 Cognitive Loyalty 433 Affective Loyalty 433 Cognitive Loyalty 434 Action Loyalty 434 Tests of the Phases 434 Obstacles to Loyalty 436 Consumer Idiosyncrasies 436 Switching Incentives 437 Interpersonal Loyalty: Additional Effects in Services 44O Loyalty Patterns 44O Three Loyalty Categorizations 44 j Loyalty Programs 442 Philosophy and Evidence 442 Excess Returns to Loyalty 444 New Perspectives on Loyalty Generation and Maintenance: Consumption Communities 445 ХНІ Dimensions of the Framework 445 Self-Isolation as a Sustainer of Loyalty 446 The Social Organization: The Village 448 Individual and Social Integration: Fully Bonded Loyalty 449 The Relation Between Satisfaction and Loyalty 450 Is Brand Loyalty an Anachronism? 452 Measuring Loyalty 453 Basic Loyalty Scales: Staying and Switching 453 The Social Support of the Community 455 The Translation of Loyalty Into Profits 455 The Big Picture: Satisfaction Matters 456 How Satisfaction Indirectly Influences Profits 457 Market Share and Shareholder Wealth 458 Conclusion 459 Notes 460 Bibliography 465 Name Index 479 Subject Index 503 About the Author 519
any_adam_object	1
author	Oliver, Richard L.
author_GND	(DE-588)170242765
author_facet	Oliver, Richard L.
author_role	aut
author_sort	Oliver, Richard L.
author_variant	r l o rl rlo
building	Verbundindex
bvnumber	BV035895528
callnumber-first	H - Social Science
callnumber-label	HF5415
callnumber-raw	HF5415.335
callnumber-search	HF5415.335
callnumber-sort	HF 45415.335
callnumber-subject	HF - Commerce
classification_rvk	MS 5560 QP 620 QW 300
ctrlnum	(OCoLC)249134746 (DE-599)GBV577971018
dewey-full	658.8/12
dewey-hundreds	600 - Technology (Applied sciences)
dewey-ones	658 - General management
dewey-raw	658.8/12
dewey-search	658.8/12
dewey-sort	3658.8 212
dewey-tens	650 - Management and auxiliary services
discipline	Soziologie Wirtschaftswissenschaften
edition	2. ed.
format	Book
fullrecord	<?xml version="1.0" encoding="UTF-8"?><collection xmlns="http://www.loc.gov/MARC21/slim"><record><leader>01875nam a2200457 c 4500</leader><controlfield tag="001">BV035895528</controlfield><controlfield tag="003">DE-604</controlfield><controlfield tag="005">20111208 </controlfield><controlfield tag="007">t</controlfield><controlfield tag="008">091217s2010 d\|\|\| \|\|\|\| 00\|\|\| eng d</controlfield><datafield tag="010" ind1=" " ind2=" "><subfield code="a">2008039870</subfield></datafield><datafield tag="020" ind1=" " ind2=" "><subfield code="a">9780765617705</subfield><subfield code="c">cloth : alk. paper</subfield><subfield code="9">978-0-7656-1770-5</subfield></datafield><datafield tag="035" ind1=" " ind2=" "><subfield code="a">(OCoLC)249134746</subfield></datafield><datafield tag="035" ind1=" " ind2=" "><subfield code="a">(DE-599)GBV577971018</subfield></datafield><datafield tag="040" ind1=" " ind2=" "><subfield code="a">DE-604</subfield><subfield code="b">ger</subfield><subfield code="e">aacr</subfield></datafield><datafield tag="041" ind1="0" ind2=" "><subfield code="a">eng</subfield></datafield><datafield tag="049" ind1=" " ind2=" "><subfield code="a">DE-945</subfield><subfield code="a">DE-703</subfield><subfield code="a">DE-92</subfield><subfield code="a">DE-N2</subfield><subfield code="a">DE-1043</subfield><subfield code="a">DE-384</subfield><subfield code="a">DE-188</subfield><subfield code="a">DE-473</subfield><subfield code="a">DE-521</subfield><subfield code="a">DE-19</subfield></datafield><datafield tag="050" ind1=" " ind2="0"><subfield code="a">HF5415.335</subfield></datafield><datafield tag="082" ind1="0" ind2=" "><subfield code="a">658.8/12</subfield><subfield code="2">22</subfield></datafield><datafield tag="084" ind1=" " ind2=" "><subfield code="a">MS 5560</subfield><subfield code="0">(DE-625)123728:</subfield><subfield code="2">rvk</subfield></datafield><datafield tag="084" ind1=" " ind2=" "><subfield code="a">QP 620</subfield><subfield code="0">(DE-625)141911:</subfield><subfield code="2">rvk</subfield></datafield><datafield tag="084" ind1=" " ind2=" "><subfield code="a">QW 300</subfield><subfield code="0">(DE-625)142175:</subfield><subfield code="2">rvk</subfield></datafield><datafield tag="100" ind1="1" ind2=" "><subfield code="a">Oliver, Richard L.</subfield><subfield code="e">Verfasser</subfield><subfield code="0">(DE-588)170242765</subfield><subfield code="4">aut</subfield></datafield><datafield tag="245" ind1="1" ind2="0"><subfield code="a">Satisfaction</subfield><subfield code="b">a behavioral perspective on the consumer</subfield><subfield code="c">Richard L. Oliver</subfield></datafield><datafield tag="250" ind1=" " ind2=" "><subfield code="a">2. ed.</subfield></datafield><datafield tag="264" ind1=" " ind2="1"><subfield code="a">Armonk, NY [u.a.]</subfield><subfield code="b">Sharpe</subfield><subfield code="c">2010</subfield></datafield><datafield tag="300" ind1=" " ind2=" "><subfield code="a">XXII, 519 S.</subfield><subfield code="b">graph. Darst.</subfield></datafield><datafield tag="336" ind1=" " ind2=" "><subfield code="b">txt</subfield><subfield code="2">rdacontent</subfield></datafield><datafield tag="337" ind1=" " ind2=" "><subfield code="b">n</subfield><subfield code="2">rdamedia</subfield></datafield><datafield tag="338" ind1=" " ind2=" "><subfield code="b">nc</subfield><subfield code="2">rdacarrier</subfield></datafield><datafield tag="500" ind1=" " ind2=" "><subfield code="a">Includes bibliographical references and index</subfield></datafield><datafield tag="650" ind1=" " ind2="4"><subfield code="a">Consumer satisfaction</subfield></datafield><datafield tag="650" ind1=" " ind2="4"><subfield code="a">Consumer satisfaction</subfield><subfield code="x">Evaluation</subfield></datafield><datafield tag="650" ind1="0" ind2="7"><subfield code="a">Verbraucherverhalten</subfield><subfield code="0">(DE-588)4062644-1</subfield><subfield code="2">gnd</subfield><subfield code="9">rswk-swf</subfield></datafield><datafield tag="650" ind1="0" ind2="7"><subfield code="a">Verbraucherzufriedenheit</subfield><subfield code="0">(DE-588)4129147-5</subfield><subfield code="2">gnd</subfield><subfield code="9">rswk-swf</subfield></datafield><datafield tag="689" ind1="0" ind2="0"><subfield code="a">Verbraucherzufriedenheit</subfield><subfield code="0">(DE-588)4129147-5</subfield><subfield code="D">s</subfield></datafield><datafield tag="689" ind1="0" ind2="1"><subfield code="a">Verbraucherverhalten</subfield><subfield code="0">(DE-588)4062644-1</subfield><subfield code="D">s</subfield></datafield><datafield tag="689" ind1="0" ind2=" "><subfield code="5">DE-188</subfield></datafield><datafield tag="856" ind1="4" ind2=" "><subfield code="u">http://www.loc.gov/catdir/toc/ecip0828/2008039870.html</subfield><subfield code="3">Inhaltsverzeichnis</subfield></datafield><datafield tag="856" ind1="4" ind2="2"><subfield code="m">Digitalisierung UB Bayreuth</subfield><subfield code="q">application/pdf</subfield><subfield code="u">http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=018752954&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA</subfield><subfield code="3">Inhaltsverzeichnis</subfield></datafield><datafield tag="999" ind1=" " ind2=" "><subfield code="a">oai:aleph.bib-bvb.de:BVB01-018752954</subfield></datafield></record></collection>
id	DE-604.BV035895528
illustrated	Illustrated
indexdate	2024-07-09T22:06:53Z
institution	BVB
isbn	9780765617705
language	English
lccn	2008039870
oai_aleph_id	oai:aleph.bib-bvb.de:BVB01-018752954
oclc_num	249134746
open_access_boolean
owner	DE-945 DE-703 DE-92 DE-N2 DE-1043 DE-384 DE-188 DE-473 DE-BY-UBG DE-521 DE-19 DE-BY-UBM
owner_facet	DE-945 DE-703 DE-92 DE-N2 DE-1043 DE-384 DE-188 DE-473 DE-BY-UBG DE-521 DE-19 DE-BY-UBM
physical	XXII, 519 S. graph. Darst.
publishDate	2010
publishDateSearch	2010
publishDateSort	2010
publisher	Sharpe
record_format	marc
spelling	Oliver, Richard L. Verfasser (DE-588)170242765 aut Satisfaction a behavioral perspective on the consumer Richard L. Oliver 2. ed. Armonk, NY [u.a.] Sharpe 2010 XXII, 519 S. graph. Darst. txt rdacontent n rdamedia nc rdacarrier Includes bibliographical references and index Consumer satisfaction Consumer satisfaction Evaluation Verbraucherverhalten (DE-588)4062644-1 gnd rswk-swf Verbraucherzufriedenheit (DE-588)4129147-5 gnd rswk-swf Verbraucherzufriedenheit (DE-588)4129147-5 s Verbraucherverhalten (DE-588)4062644-1 s DE-188 http://www.loc.gov/catdir/toc/ecip0828/2008039870.html Inhaltsverzeichnis Digitalisierung UB Bayreuth application/pdf http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=018752954&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA Inhaltsverzeichnis
spellingShingle	Oliver, Richard L. Satisfaction a behavioral perspective on the consumer Consumer satisfaction Consumer satisfaction Evaluation Verbraucherverhalten (DE-588)4062644-1 gnd Verbraucherzufriedenheit (DE-588)4129147-5 gnd
subject_GND	(DE-588)4062644-1 (DE-588)4129147-5
title	Satisfaction a behavioral perspective on the consumer
title_auth	Satisfaction a behavioral perspective on the consumer
title_exact_search	Satisfaction a behavioral perspective on the consumer
title_full	Satisfaction a behavioral perspective on the consumer Richard L. Oliver
title_fullStr	Satisfaction a behavioral perspective on the consumer Richard L. Oliver
title_full_unstemmed	Satisfaction a behavioral perspective on the consumer Richard L. Oliver
title_short	Satisfaction
title_sort	satisfaction a behavioral perspective on the consumer
title_sub	a behavioral perspective on the consumer
topic	Consumer satisfaction Consumer satisfaction Evaluation Verbraucherverhalten (DE-588)4062644-1 gnd Verbraucherzufriedenheit (DE-588)4129147-5 gnd
topic_facet	Consumer satisfaction Consumer satisfaction Evaluation Verbraucherverhalten Verbraucherzufriedenheit
url	http://www.loc.gov/catdir/toc/ecip0828/2008039870.html http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=018752954&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA
work_keys_str_mv	AT oliverrichardl satisfactionabehavioralperspectiveontheconsumer

Verfügbarkeit

Es ist kein Print-Exemplar vorhanden.

Fernleihe Bestellen Achtung: Nicht im THWS-Bestand! Inhaltsverzeichnis
Inhaltsverzeichnis

MARC

Datensatz im Suchindex

Es ist kein Print-Exemplar vorhanden.

Ähnliche Einträge