Please enable JavaScript.
Coggle requires JavaScript to display documents.
Post-consumption & Ethics - Coggle Diagram
Post-consumption & Ethics
Satisfaction
Influenced by
Value
Environment
Authenticity
Emotions
Before: Anticipation
During: Experience
After: Evaluation
Separate from the mild positive emotion of satisfaction
Theories
Expectancy/Disconfirmation
Expectations
Predictive
Normative
Ideal
Equitable
Expectations vs. reality
Equity
"Did I get what I paid for?"
Attribution
Locus
Control
Stability
Measurements
Direct measures
Difference Scores
Disconfirmation
Can lead to
Consumer inertia
Consumer commitment
Relationship plays a role
Quality of relationship
Competence
Communication
Equity
Trust
Personalization
Gratifying
Customer oriented
Consumer refuse
Trashing
Recycling
Converting
Trading
Donating
Reselling
Dissatisfaction
Comes from
Critical incident
Leads to
Complaints
Can be valuable to address issues
Can lead to satisfaction if dealt with properly
Negative public publicity
Possible actions
Do nothing
Deny responsibility
Take responsibility
Release information
Switching
Costs to the consumer
Procedural
Financial
Relational
Affected by competitive intensity
Antiloyalty
Misbehavior
Consumer
Shoplifting
Computer-mediated behaviors
consumer fraud
Abusive consumer behavior
Illegitimate complaining
Product misuse
Marketing
Failure to adhere to
Marketing ethics
Consumer bill of rights
sale of deficient products
Can be due to
Individual employees
Market or business culture
Consumer perception
Deceptive advertising
Marketing to children
Pollution
Planned obsolescence
Price gouging
Manipulative sales tactics
Stealth marketing
Product liability
Based on ethics and morals
Evaluated through
Deontological evaluations
Teleological evaluations
Motivations
Unfulfilled aspirations
Thrill
Lack of moral constraints
Differential association
Pathological socialization
Provocative situational factors
Opportunism