SPMT 370: Consumer Choice
(Unit 3; Part 5)
What is Stage 5 of Consumer Decision Making - -Post-Purchase Evaluation
- Consumption leads to ____ - -value
- Without ___, there is no ___ ... only "potential ___" - -consumption; value;
value (tickets before the event)
- Consumption leading to value will lead to ___ (and more consumption) - -
satisfaction
- Consumption experiences possess a potential to produce both - -utilitarian
& hedonic value
- Expectations - -the pre-consumption beliefs of what will occur during/after
an exchange and the consumption of a product
- 2 Components of Consumer Expectations - -- An evaluation of a potential
outcome (favorability)
- The probability that the outcome will happen (likelihood)
- Desire - -level of want/need for a particular benefit that will lead to value
- Confirmatory Bias - -when expectations influence performance perceptions
related to value
- Sources of Expectations - -- Consumer's previous experience(s)
- WOM from other consumers
- Promises from the producer
- Consumer satisfaction, or dissatisfaction, is a _________________
phenomenon...it is a __________ to an outcome, based on value expectation! -
-post-consumption; reaction
- Customer Satisfaction - -positive emotion resulting from a favorable
appraisal of a consumption outcome.
Consumption meets or exceeds expectations
(Unit 3; Part 5)
What is Stage 5 of Consumer Decision Making - -Post-Purchase Evaluation
- Consumption leads to ____ - -value
- Without ___, there is no ___ ... only "potential ___" - -consumption; value;
value (tickets before the event)
- Consumption leading to value will lead to ___ (and more consumption) - -
satisfaction
- Consumption experiences possess a potential to produce both - -utilitarian
& hedonic value
- Expectations - -the pre-consumption beliefs of what will occur during/after
an exchange and the consumption of a product
- 2 Components of Consumer Expectations - -- An evaluation of a potential
outcome (favorability)
- The probability that the outcome will happen (likelihood)
- Desire - -level of want/need for a particular benefit that will lead to value
- Confirmatory Bias - -when expectations influence performance perceptions
related to value
- Sources of Expectations - -- Consumer's previous experience(s)
- WOM from other consumers
- Promises from the producer
- Consumer satisfaction, or dissatisfaction, is a _________________
phenomenon...it is a __________ to an outcome, based on value expectation! -
-post-consumption; reaction
- Customer Satisfaction - -positive emotion resulting from a favorable
appraisal of a consumption outcome.
Consumption meets or exceeds expectations
