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Topic 8: Post Decision Making (Responses to dissatiscation (complaints,…
Topic 8: Post Decision Making
Dissonance
Regret
Learning from consumer experience
Satisfaction
Dissatisfaction
Based on thoughts
The dissatisfaction paradigm
Attribution theory
Equity theory
Based on feelings
Experiences emotions and coping
Mispredictions about emotions
Responses to dissatiscation
complaints
responding to service recovery
negative word of mouth
do nothing
switch to another offering
Disposition