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Chapters 14-16 - Coggle Diagram
Chapters 14-16
Consumption
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Satisfaction
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Business try to generate satisfaction because it is a huge determiner of whether consumers become repeat buyers
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Theories
Expectancy/Disconfirmation Theory - the belief that consumers measure value on what their prior expectations were
Self-Perception Theory - theory that consumers will act and purchase in accordance with their world-view
Equity Theory - theory that people compare what they get out of something to what others get out of it as well
Attribution Theory - the theory that consumers look for the "why" behind their satisfaction with a product or service
Equity Theory - theory that people compare what they got out of a purchase with what others got out of a purchase as well
Consumer Relationships
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True Consumer Loyalty
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Consumers with high satisfaction, high perceived value and positive repeat experiences with a brand or product can develop true consumer loyalty and allocate more of their financial resources to that brand/product
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Consumer Misbehavior
Consumer Misbehavior
Consumer misbehavior include abusive and/or unethical actions that negatively impact brands and the market
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