What is Post-Decision Dissonance?

What is Post-Decision Regret?

(FILL IN THE BLANK)

Consumers can learn from experience by engaging in process of __________, much the way scientists text hypotheses.

What is Hypothesis?

When consumers are motivated to process information, they will generate a number of hypotheses and seek out information to test them, actively engaging in the process of learning from experience.

(a)  

What is Prior Knowledge or Ability?

What is Ambiguity of the Information Environment or Lack of Opportunity?

What is Processing Biases?

When consumer expectations are disconfirmed (needs are not met)

(a)  

When consumer expectations are confirmed (needs are met) or even exceeded.

(a)  

What are the SATISFACTION/DISSATISFACTION BASED ON THOUGHTS?

Thought-based judgements of satisfaction/dissatisfaction can relate to:

Occurs when there is a discrepancy, positive or negative, between our prior expectations and the product's actual performance.

(a)  

Indicates whether the expected outcomes have been achieved.

(a)  

Explain the Attribution Theory.

Is the event under the customer's or marketer's control?

(a)  

Is the problem consumer or marketer related.

(a)  

Is the cause of the event temporary or permanent.

(a)  

Explain the Equity Theory.

Give a brief description of Experienced Emotions and Coping for me dear.

What is Mispredictions about Emotions?

What is Responses to Dissatisfaction?

(Responses to Dissatisfaction)

Specifically, dissatisfied consumers can:

-

-

-

-

-

Describe Complaints.

(Complaints)

Dissatisfied consumers are more likely to complain when the perceived cause of their dissatisfaction is:

-

-

-

What are the Types of Complainers?

How severe does the problem seems to be? Is the company seen as being responsible for the problem? How important is the product to the customer?

(a)  

How often does the customer buy from the company? How long has the Customer been buying from the company?

(a)  

Explain Customer Psychographics.

Explain Personal Characteristic.

What is RESPONDING TO SERVICE RECOVERY?

What is RESPONDING BY NEGATIVE WORD OF MOUTH?

What is CUSTOMER RETENTION?

What is PRODUCT-HARM CRISES?

What are the 5 Steps to retain customers and give a short description for each.

At the most basic level, disposition is the getting rid of meaningless or used-up items or what is left of them (e.g. packaging).

(a)  

What is RECYCLING?

What is the Motivation to Recycle.

If seperating, storing, and removing recycable materials is difficult or inconvenient, consumers will usually avoid doing so.

(a)  

Describe the Ability to Recycle.