Consumer Satisfaction

Alessandro M. Peluso holds a PhD in Economic and Quantitative Methods for Market Analysis. He currently is Adjunct Professor and Research Fellow in Marketing at the LUISS University of Rome, where he has also taught Advertising. Alessandro Peluso also conducts research activities at the University of Salento (Lecce) in the areas of branding and consumer behavior. His scientific interests focus on the study of brand personality, consumption experience, satisfaction, and word of mouth. He has published several articles in refereed scholarly journals, research papers in conference proceedings, and chapters in edited books.

• Contents: A re-formulation of the consumer satisfaction paradigm – The construct of consumer satisfaction – Consumer satisfaction: definition and conceptual domain – Modeling consumer satisfaction – Behavioral consequences of consumer satisfaction – An application of the Knowledge-Hope Model of consumer satisfaction – The Disconfirmation paradigm: unresolved issues and emerging problems – An operationalization of the Knowledge-Hope Model – Research implications and operational strategies to increase consumer satisfaction – Contextual determinants of consumer satisfaction.