Attitudes and attitude change - post purchase evaluation

5 important questions on Attitudes and attitude change - post purchase evaluation

What is customer satifaction?

1. Evaluation of product after consumption

What is the importance of customer satisfaction?

1. Influences repeat purchase intention
2. Increase positive WOM and avoid negative WOM
3. Minimize complaints
4. Avoid legal actions

What is the expectancy disconfirmation model?

1. Satisfaction depends on perceived quality -> expectation
2. Possible outcomes: confirmation, positive disconfirmation, negative disconfirmation
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What is the standard economic model?

1. People are rational
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?

1. People act with full information -> full external knowledge
2. People have known preferences -> full internal knowledge
3. People choose the best option available -> maximize utility

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