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Consumption > Post purchase satisfaction > Flashcards

Post purchase satisfaction Flashcards

1
Q

What is basis?

A

Implicit, taken for granted qualities

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2
Q

What is performance?

A

How well it lives up to expectations

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3
Q

What is enthusiasm?

A

Outperforming

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4
Q

What are the three ways consumers can act on dissatisfaction?

A

Voice response
Private response
Third party response

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5
Q

What is Kano Model

A

Basis, performance and enthusiasm

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Consumption (6 decks)

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