Attitudes and attitude change - post purchase evaluation
5 important questions on Attitudes and attitude change - post purchase evaluation
What is customer satifaction?
What is the importance of customer satisfaction?
2. Increase positive WOM and avoid negative WOM
3. Minimize complaints
4. Avoid legal actions
What is the expectancy disconfirmation model?
2. Possible outcomes: confirmation, positive disconfirmation, negative disconfirmation
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What is the standard economic model?
2. Are fully aware of ll the options they have
3. Always choose the option they like best
What are the assumptions of the standard economic model of CB?
2. People have known preferences -> full internal knowledge
3. People choose the best option available -> maximize utility
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