Please enable JavaScript.
Coggle requires JavaScript to display documents.
Consumer Relationships & Behavior - Coggle Diagram
Consumer Relationships & Behavior
Chapter 14
Value & satisfaction
Customer satisfaction
customer disatisfaction
Post-consumption reactions
Expectation/disconfirmation
Normative
Ideal
Predictive
Equitable
Equity Theory
Attribution Theory
Control
Stablity
Locus
Chapter 15
Beyond ConsumerRelationships
Outcomes of consumption
Complaining and WOM
Complainers
Angry customers can be a valuable asset
Responses Pay off
Revenge
WOM
Negative
Doing Nothing
Positive
Taking responsibility
Switching Costs
Customer Loyalty
Consumer Inertia
Loyalty Programs
Consumer comitment
Anti Loyalty
Chapter 16
Consumer and Marketing Misbehavior
Consumer Misbehavior: Behaviors that are in someway unethical and can potentially harm themselves or others
Moral Beliefs
Consumer behavior/misbehavior
Ethical evaluations
Misbehavior
Computer-mediated behavior
Consumer fraud
Shoplifting
Product misuse
Drinking and driving
Cell phone use while driving
Aggressive driving
Consumer problem behavior
Compulsive buying
Compulsive shopping
Marketing Concepts
Marketing mix