Consumer Behavior: Chapter 13

Front 1

Meaning Transference

Back 1

-process through which cultural meaning is transferred to product and onto the consumer
1. culturally defined meaning
2. product or service
3. consumer

Front 2

Elements of Consumer Satisfaction

Back 2

-post consumption behavior
-results from cognitive appraisal
-does not create strong behavioral reactions

Front 3

Expectancy/Disconfirmation Theory

Back 3

-satisfaction formation theory that proposes that consumers use expectations as a benchmark against which performed perceptions are judged

Front 4

Positive Disconfirmation

Back 4

-performance perception exceeds expectations

Front 5

Negative Disconfirmation

Back 5

-performance perceptions fall short of expectations

Front 6

Expectations

Back 6

-preconsumption beliefs of what will occur during an exchange and consumption of a product

Front 7

Predictive Expectations

Back 7

-expectations that form about what a consumer things will actually occur during an experience

Front 8

Normative Expectations

Back 8

-expectations of what a consumer thinks should happen given past experiences with a product

Front 9

Ideal Expectations

Back 9

-expectations about what a consumer really wants to happen during an experience

Front 10

Equitable Expectations

Back 10

-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

Front 11

Attribution Theory

Back 11

-theory that proposes that consumers look for the cause of a particular consumption experience when arriving at satisfaction judgments

Front 12

Key Elements of Attribution Theory

Back 12

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)

Front 13

Three Types of Switching Costs

Back 13

1. procedural (time and effort)
2. financial (total economic resources)
3. relational (emotional and psychological)