exam 3 chapter 18 post purchase process

Card Set Information

Author:
Cshowalter
ID:
306002
Filename:
exam 3 chapter 18 post purchase process
Updated:
2015-08-03 19:41:57
Tags:
e3
Folders:
e3
Description:
e3
Show Answers:

Home > Flashcards > Print Preview

The flashcards below were created by user Cshowalter on FreezingBlue Flashcards. What would you like to do?


  1. post purchase dissonance (defined)
    common consumer reaction after making difficult, relatively, permanent decision. when there is doubt or anxiety
  2. factor impacting post purchase dissonance
    • degree of commitment
    • importance
    • difficulty in choosing
    • individual's anxiety
  3. Disposition
    how to get rid of a product or when do we replace it.
  4. five ways dispositions decisions is important/marketing strategy
    • no new, till money's worth out of old
    • dispose first, then buy
    • used market
    • not a throwaway society
    • environmentally sound disposition benefits society
  5. the evaluation process
    • expectation
    • performance
    • satisfaction
  6. dissatisfaction (when perform is below expectation)
    • 1st step: take (external) action or not?
    • other steps if take action
  7. Satisfied customers
    satisfied, repeat, committed customers (this leads to profitability)
  8. relationship marketing
    an attempt to develop an ongoing, expanding exchange relationship with a firm's customers

What would you like to do?

Home > Flashcards > Print Preview