Satisfaction%202008S

Satisfaction%202008S - Post-Decision Processes(Satisfaction...

Info iconThis preview shows pages 1–6. Sign up to view the full content.

View Full Document Right Arrow Icon
Post-Decision Processes (Satisfaction) Caleb Warren Buyer Behavior Fall 2008
Background image of page 1

Info iconThis preview has intentionally blurred sections. Sign up to view the full version.

View Full DocumentRight Arrow Icon
Satisfaction Why is satisfaction important? What is satisfaction? Is satisfaction possible? How can marketers maximize satisfaction/reduce dissatisfaction?
Background image of page 2
Why Satisfaction is Important? Dissatisfied customers stop purchasing, complain, spread negative word-of-mouth Average business does not hear from 96% of its unhappy customers Average person with problems tells 9 or 10 people 95% of complainers will do business with you if complaint is resolved quickly
Background image of page 3

Info iconThis preview has intentionally blurred sections. Sign up to view the full version.

View Full DocumentRight Arrow Icon
What is Satisfaction? General definition: a temporary affective response resulting from the perception that some reference point (goals, needs, expectations, counterfactuals) has or has not been met What influences consumer satisfaction? Expectations Performance evaluation Affect/feeling Perceptions of Equity Attribution
Background image of page 4
Reference Points Some point of comparison Motivated to meet or surpass reference point
Background image of page 5

Info iconThis preview has intentionally blurred sections. Sign up to view the full version.

View Full DocumentRight Arrow Icon
Image of page 6
This is the end of the preview. Sign up to access the rest of the document.

This note was uploaded on 03/18/2009 for the course MKTG 3250 taught by Professor Mcgraw,pet during the Fall '08 term at Colorado.

Page1 / 10

Satisfaction%202008S - Post-Decision Processes(Satisfaction...

This preview shows document pages 1 - 6. Sign up to view the full document.

View Full Document Right Arrow Icon
Ask a homework question - tutors are online