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Consumer Relationships & Behavior (Ch. 14-16), Expectations,…
Consumer Relationships & Behavior
(Ch. 14-16)
Consumption
Value
Customer Satisfaction
Dissatisfaction
Outcomes
Problems
Complainers
Retention efforts
Switching costs
Winning loyalty
Company response
Company/Consumer
Co-Creation of Value
Non-complainers
Successes
Misbehavior
Marketing Ethics
Problem Behavior
Social Responsibility
Regulation
Expectations
Unmet
Met
Experience
Evaluation
Emotion