Chapter 14 Flashcards
durable goods
goods that are consumed over long periods of time
nondurable goods
goods consumed quickly
consumptions frequency
number of times a product or service is consumers in a given time period
situations and consumer reactions
temporal factors
antecedent conditions
physical environment
meaning transference
process through which cultural meaning is transferred to a product and onto the consumer
emotion affects consumption and consumption outcomes
anticipation
experience
evaluation
consumer satisfaction
mild, positive emotional state resulting from a favorable appraisal of a consumption outcome
consumer dissatisfaction
mild negative affective reaction resulting from an unfavorable appraisal of a consumption outcome
theories of consumer satisfaction
expectancy/disconfirmation theory
equity theory
attribution theory
expectations
predictive
normative
ideal
equitable
three key elements to the attribution theory
locus
control
stability
locus
judgements of who is responsible for an event
control
the extent to which an outcome was controllable or not
stability
the likelihood that an event will occur again
cognitive dissonance
lingering doubts about a decision that has already been made
conditions: consumer is aware that there are many attractive alternatives
- decision is difficult to reverse
- decision is important and involves risk
- consumer has low self-confidence
