Shopping, Buying and evaluating - Post-purchase satisfaction
4 important questions on Shopping, Buying and evaluating - Post-purchase satisfaction
Why are prior expectations important in post-purchase satisfaction?
Expectancy disconfirmation model
Expectancy: same => don't think about it, fails => negative affect. exceed => satisfied and pleased
What features the Kano-model of satisfaction?
- Basis: implicit & taken-for granted qualities
- Performance: lived up to expectations
- Enthusiasm-related: not expected
What is the idea of customers expectation zones?
- Higher grades + faster learning
- Never study anything twice
- 100% sure, 100% understanding
How can customers act on dissatisfaction?
- Voice response
- Private response
- Third-party response
The question on the page originate from the summary of the following study material:
- A unique study and practice tool
- Never study anything twice again
- Get the grades you hope for
- 100% sure, 100% understanding
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