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?

expectations => functionality&hedonic performance => 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?

Satisfaction levels are also determined by the quality of alternatives
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How can customers act on dissatisfaction?

  • Voice response
  • Private response
  • Third-party response

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