Chapter 14 Flashcards
Durable goods
Typically expensive and usually consumed over a long period of time
Non durable goods
Inexpensive and consumed quickly
Consumption frequency
Number of times a product is consumed over a period of time
Authenticity
The degree to which an object person or experience seems real unique and genuine
Meaning transference
Process through which cultural meaning is transferred to a product and onto the consumer
Top-line performance
A business term referring to sales growth
Consumer satisfaction
Mild, positive emotion resulting from a favorable appraisal of a consumption outcome
Consumer dissatisfaction
Mild, negative affective reaction resulting from an unfavorable appraisal of consumption outcome
Expectancy/disconfirmation theory
Consumers use expectations as a benchmark against which performance perceptions are judged.
Positive disconfirmation
According to the expectancy / disconfirmation approach a perceived state wherein performance perceptions exceed expectations.
Negative disconfirmation
Outcome does not meet expectations
Expectations
Pre consumption beliefs of what will occur during an exchange and consumption of a product.
Types
Predictive: what a consumer thinks will occur
Normative: what should happen
Ideal: what a consumer wants to happen
Equitable: what should happen based on amount of work put in
Sources:
Word of mouth
Experience
Ads and promotions
Personal factors
Hope
Emotion evoked by positive anticipatory appraisals that signal uncertainty about a potentially positive outcome
Confirmatory bias
Tendency for expectations to guide performance perceptions
Self-perception theory
Theory that states that consumers are motivated to act in accordance with their attitudes and behaviors
