Post-Decision Process (Test 2)

Question 1

Why should you care about what happens after the sale?

Answer 1

Repeat purchases and referrals

Low involvement purchases

Question 2

What is Word Of Mouth Communication?

Answer 2

Product info is transmitted from individual to individual

We weight negative WOM more heavily than positive comments

Question 3

What is customer satisfaction?

Answer 3

When the customer has a positive experience. When they are happy

Question 4

What is customer dissatisfaction?

Answer 4

When the customer has a negative experience. When they are unhappy.

Question 5

What is the Expectancy Disconformation Model?

Answer 5

Actual is below expectations = Dissatisfied
Actual is equal to expectations = Satisfied
Actual is above expectations = Delighted

Question 6

What is Post-Decision Regret?

Answer 6

When consumers perceive an unfavorable comparison between chosen alternatives and unchosen alternatives

Question 7

What is Attribution Theory?

Answer 7

When something goes wrong, people want to know who to blame

Question 8

What is Equity Theory?

Answer 8

We want fair exchanges
Inputs should equal outputs
Cost should equal benefits

Question 9

What is disposition?

Answer 9

How consumers dispose of a product

Question 10

What are the reasons for product replacement?

Answer 10

Desire for new features
Change in consumer’s environment
Change in consumer’s role/self-image
Dispositional (or personality) traits