ch.15

Question 1

Procedural Justice

Answer 1

extent to which consumers believe the process of a transaction, performing a service, or handling a complaint is fair

Question 2

critical incident

Answer 2

exchange between consumers and business that the consumer views as unusually negative

Question 3

complaining behavior

Answer 3

action that occurs when consumer seeks out someone (supervisor etc.) to share an opinion regarding a negative event

Question 4

rancorous revenge

Answer 4

consumer yells insults & makes public scene in an effort to harm the business

Question 5

retaliatory revenge

Answer 5

consumer becomes violent with employees and/or tries to vandalize the business

Question 6

third party endorsements

Answer 6

one form of publicity where an outsider provides publically available purchase recommendations or evaluations two types: based on consumer ratings (tripadvisor) or expert recommendations (Financial Times)

Question 7

switching

Answer 7

consumer chooses a competing choice rather than the previous purchased choice

Question 8

switching costs

Answer 8

costs associated with changing from one choice to another

Question 9

procedural switching costs

Answer 9

lost time and effort ex) buying & learning how to use a MacBook

Question 10

financial switching costs

Answer 10

total economic resources that must be spent as a consumer learns how to obtain value from a new product choice

Question 11

relational switching cost

Answer 11

emotional consequences of changing from one brand to another

Question 12

competitive intensity

Answer 12

number of firms competing for business within a specific category

Question 13

customer share

Answer 13

portion of resources allocated to one brand among the set of competing brands

Question 14

share of wallet

Answer 14

customer share (indicates customer loyalty)

Question 15

consumer inertia

Answer 15

situation in which a consumer tends to continue a pattern of behavior until some stronger force motivates him/her to change