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13 Cards in this Set
- Front
- Back
Meaning Transference
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-process through which cultural meaning is transferred to product and onto the consumer
1. culturally defined meaning 2. product or service 3. consumer |
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Elements of Consumer Satisfaction
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-post consumption behavior
-results from cognitive appraisal -does not create strong behavioral reactions |
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Expectancy/Disconfirmation Theory
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-satisfaction formation theory that proposes that consumers use expectations as a benchmark against which performed perceptions are judged
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Positive Disconfirmation
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-performance perception exceeds expectations
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Negative Disconfirmation
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-performance perceptions fall short of expectations
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Expectations
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-preconsumption beliefs of what will occur during an exchange and consumption of a product
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Predictive Expectations
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-expectations that form about what a consumer things will actually occur during an experience
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Normative Expectations
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-expectations of what a consumer thinks should happen given past experiences with a product
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Ideal Expectations
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-expectations about what a consumer really wants to happen during an experience
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Equitable Expectations
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-expectations that a consumer forms regarding what he or she things should happen given the level of work that he or she has put into the experience
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Attribution Theory
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-theory that proposes that consumers look for the cause of a particular consumption experience when arriving at satisfaction judgments
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Key Elements of Attribution Theory
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1. locus (my car blew up, is it my fault?)
2. control (should the company have been able to control the event?) 3. stability (likelihood event will occur again) |
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Three Types of Switching Costs
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1. procedural (time and effort)
2. financial (total economic resources) 3. relational (emotional and psychological) |