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Consumer Relationships & Behavior, Switching Behavior, Word of Mouth,…
Consumer Relationships & Behavior
Consumption to Satisfaction
Consumption
Product Classification
Durable Goods
Non-Durable Goods
Consumption Frequency
Transformative Consumption Experience & Meaning Transference
Post Consumption ReactionTheories
Equity Theory
Expectancy/Disconfirmation Theory
Attribution Theory
Satisfaction & Value
Consumer Dissatisfaction/Satisfaction
Top-Line Performance
Value in Experience
Disposing of Refuse
E-Waste
Consumer Refuse
Alternative Options
Consumer Marketing & Misbehavior
Marketing Ethics & Regulations
Ethics
American Marketing Association Code of Ethics
General Norms
Markets must embrace, communicate, practice fundamental ethical values
Marketers must do no harm
Marketers must foster trust in marketing system
Ethical Values
Honesty, Respect, Openess
Fairness, Responsibility, Citizenship, Implementation
Consumer Bill of Rights
Right to redress & be heard
Right to Safety
Right to Be Informed & to Choose
Regulations
Ensure Consumer Safety & Protect Value Consumers Preceive from Exchanges
Commerce & Promote Free Trade
Maintaining/improving general welfare of consumers in a free marketplace
Corporate Social Responsibility
Strategic Initiatives
Social Marketing Concept
Altruistic/Ethical Duties
Switching Behavior
Relationship Quality
Communication
Trust
Equity
Personalization
Gratifying
Customer Oriented
Consumer Loyalty
Antiloyalty
Preferred Customer Perks
Customer Share
Share of Wallet
Consumer Inertia
Last-mile Problem
Convenience
Loyalty Programs
Utilitarian Value
Functional Contexts
Customer Commitment
Brand Love
Personalized Offers
Emotional Attachment
Unique Experiences
Hedonic Value
Experiental Contexts
Switching Costs
Relational
Financial
Procedural
Revenge
Rancorous
Retaliatory
Unfair Treatment
Non-Complainers
Complainers
Thank Customers for Providing Information
Listen Carefully to the facts
Apologize Sincerely
Show the Customer Empathy
Explain the Corrective Action Taking Place
Empower People to Take Corrective Action Quickly
Communicate Clearly & Professionally
Address Core Issue
Word of Mouth
Positive
Negative
Alternative Courses of Action
Take Responsibility
Deny Responsiblity
Consumer & Marketing Misbehavior
Consumer Misbehavior & Consumer Problem Behavior
Consumer Misbehavior
Misbehavior & Ethics
Moral Beliefs
Ethical Evaluations
Deontological
Teleological
Moral Equity
Contractualism
Relativism
Motivations
Unfulfilled Aspirations
Lack of Moral Constraints
Differential Association
Provocative Situational Factors
Opportunism
Consumer Problem Behavior
Compulsive Buying
Compulsive Shopping
Eating Disorders
Binge Drinking
Problem Gambling
Drug Abuse
Public Marketing Criticism
Products Liability
Strict Liability & Negligence
Punitive & Compensatory Damages
Price Gouging
Pollution & Puffery
Planned Obsolescence & Stealth Marketing
Deceptive advertising & marketing to children
Manipulative Sales Tactics
Sales & Customer Orientation
Methods
I'm working for you technique
Door in the face technique
Foot in the door technique
Even a penny will help technique
Major Acts Affecting Commerce & Consumer Behavior
2012-2014 Acts
Child Protection Act of 2012
Drug Quality and Security Act of 2013
Cyber-security Enhancement Act of 2014
2010 Acts
Wall Street Reform and Consumer Protection Act
Food Safety Modernization Act
Patient Protection and Affordable Care Act
Health Care and Education Reconciliation Act
1900's Acts
Children’s Online Privacy Protection Act (1998)
Truth in Lending Act (1968)
1966
Child Protection Act
Fair Packaging and Labeling Act
Federal Food and Drug Act (1906)
Clayton Act (1914)
Wheeler-Lea Act (1938)
Sherman Antitrust Act (1890)
2009 Acts
Credit Card Accountability, Responsibility, and Disclosure Act
Helping Families Save Their Homes Act
Family Smoking Prevention and Tobacco Control Act
U.S. Coronavirus Aid, Relief, and Economic Security Act (CARES) of 2020
Ensuring Patient Access and Effective Drug Enforcement Act of 2016