C11

Question 1

Create the Five Faces of Satisfaction -

Question 2

What is the consumer mental process in consumer post choice processes Decision Confirmation

Answer 2

Experience Evaluation

Question 3

What is the consumer action process in consumer post choice processes acquisition

Answer 3

consumption

Question 4

What is the future action process in consumer post choice processes exit

Answer 4

voice

Question 5

What is the post choice experience Decision Confirmation

Answer 5

Cognitive Dissonance(Buyer’s Remorse)

Question 6

What is the expectation confirmation model of consumer satisfaction-dissatisfaction Experience/Repurchase Expectations

Answer 6

Performance Met Expectations –> Satisfaction/Dissatisfaction

Question 7

What determines product quality and satisfaction? performance outcome

Answer 7

performance consistency

Question 8

What is outcome and interaction quality as factors in consumer satisfaction with services Outcome & Interaction Quality –> Consumer Judgement of Service Quality –> Consumer Satisfaction

Question 9

What can we do about America’s waste problem? Reduce

Answer 9

Reuse

Question 10

What is the two factor model of consumer recycling behavior? Ability/Opportunity to Recycle

Answer 10

Motivation to Recycle