ch.14 Flashcards
durable goods
goods that areconsumed over a long period of time
nondurable goods
goods consumed quickly
consumption frequency
number of times a product or service is consumed in a given period of time
authenticity
the degree to which an object, person, experience seems real and part of history or tradition
top line performance
business term referring to sales growth – reason a firm exists is to create value
positive disconfirmation
according to expectancy/disconfirmation approach, its the state where performance exceeds expectations
negative disconfirmation
according to expectancy/disconfirmation approach, its the state where performance falls short of expectations
expectations
two components- (1)probability something will occur (2) an evaluation of that potential occurrence
confirmatory bias
the tendency for expectations to guide performance perceptions
self perception theory
theory that states consumes are motivated to act based off their attitudes and behaviors
service quality
overall goodness or badness of a service experience which is often measured by SERVQUAL (measures service quality)
equity theory
theory that proposes people compare their own level of inputs & outcomes to those of another party
distributive fairness
refers to the way a consumer judges the outcome of an exchange
interactional fairness
how fairly a consumer believes he/she was treated when dealing with service personnel resolving an issue
attribution theory
consumers look for the cause of their consumption when arriving at satisfaction judgments. *three key elements- locus, control, and stability
