Introduction: What is satisfaction?
Pt. 1. Basic satisfaction mechanisms: The performance of attributes, features, and dimensions
Expectations and related comparative standards
The expectancy disconfirmation model of satisfaction
Pt. 2. Alternative and supplementary comparative operators: Need fulfillment in a consumer satisfaction context
Quality: the object of desire
The many varieties of value in the consumption experience
Equity: how consumers interpret fairness
Regret and hindsight: what might have been and what I knew would be
Pt. 3. Satisfaction processes and mechanisms: Cognitive dissonance: fears of what the future will bring (and a few hopes)
Attribution in the satisfaction response: Why did it happen?
Emotional expression in the satisfaction response
The processing of consumption
Pt. 4. Satisfaction's consequences: What happens next? After satisfaction: the short-run consequences
Loyalty and financial impact: long-term effects of satisfaction.
