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13 Cards in this Set

  • Front
  • Back
Meaning Transference
-process through which cultural meaning is transferred to product and onto the consumer
1. culturally defined meaning
2. product or service
3. consumer
Elements of Consumer Satisfaction
-post consumption behavior
-results from cognitive appraisal
-does not create strong behavioral reactions
Expectancy/Disconfirmation Theory
-satisfaction formation theory that proposes that consumers use expectations as a benchmark against which performed perceptions are judged
Positive Disconfirmation
-performance perception exceeds expectations
Negative Disconfirmation
-performance perceptions fall short of expectations
-preconsumption beliefs of what will occur during an exchange and consumption of a product
Predictive Expectations
-expectations that form about what a consumer things will actually occur during an experience
Normative Expectations
-expectations of what a consumer thinks should happen given past experiences with a product
Ideal Expectations
-expectations about what a consumer really wants to happen during an experience
Equitable Expectations
-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
Attribution Theory
-theory that proposes that consumers look for the cause of a particular consumption experience when arriving at satisfaction judgments
Key Elements of Attribution Theory
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)
Three Types of Switching Costs
1. procedural (time and effort)
2. financial (total economic resources)
3. relational (emotional and psychological)