Chapter 14 Flashcards
Is the degree to which an object, person, or experience seems real, genuine, unique, and part of history or tradition
Authenticity
Attribution theory
Theory that proposes that consumers look for the cause of particular consumption experiences when arriving at satisfaction judgements
Cognitive dissonance
An uncomfortable feeling that occurs when a consumer has lingering doubts about a decision that has occurred
Confirmation bias
Tendency for expectations to guide performance perceptions
Consumer dissatisfactions
Mild, negative affective reaction resulting from an unfavourable appraisal of a consumption outcome
Consumer refuse
Any packaging that is no longer necessary for consumption to take place, or in some cases, the actual good that is no longer providing value to the consumer
Mild, positive emotion resulting from a favourable appraisal of a consumption outcome
Consumer satisfaction
Consumption frequency
Number of times a product or service is consumed in a given period of time
Desire
Level of a particular benefit that will lead to a valuable end state
Distributive fairness
Refers to the way a consumer judges the outcomes of an exchange
Goods that are usually consumed over a long period of time.
Durable goods
Equity theory
Theory that proposes that people compare their own level of inputs and outcomes to those of another party in an exchange
Expectancy/disconfirmstion theory
Satisfaction formation theory that proposes that consumers use expectations as a bench mark against which performance perceptions are judged
Expectations
Preconsumption beliefs of what will occur during an exchange and consumption of a product
Hope
A fundamental emotion evoked by positive, anticipatory appraisals that signal uncertainty about a potentially positive outcome
Interactional fairness
Captures how fairly a consumer believes he or she was treated when dealing with service personnel in resolving some issue
Left skewed
Distribution of responses consistent with most respondents choosing responses so the distribution is clustered toward the positive end of the scale.
Meaning transference
Process through which cultural meaning is transferred to a product and onto the consumer
Negative disconfirmation
According to the expectancy/disconfirmation approach, a perceived state wherein performance perceptions fall short of expectations
Non durable goods
Goods that are usually consumed quickly
Pack rats
Consumers possessing high levels of a lifestyle trait leading to a strong tendency toward retaining consumption related possessions
Positive disconfirmation
According to the expectancy/disconfirmation approach, a perceived state wherein performance perceptions exceed expectations
Self-perception theory
Theory that states that consumers are motivated to act in accordance with their attitudes and behaviours
Service quality
Overall goodness or badness of a service experience, which is often measured by servqual
Servqual
Way of measuring service quality that captures consumers disconfirmation of service expectations
Top line performance
A business term referring to the sales growth (sales being at the too of an earning statement)
