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127 Cards in this Set
- Front
- Back
Age-based microculture
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term that describes the finding that people of the same age end up sharing many of the same values and develop similar consumer preferences
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Bicultural
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used to describe immigrants as they face decisions and form preferences based on their old or new cultures
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Cognitive structuring
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term that refers to the reliance on schema-based heuristics in making decisions
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Cohort
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a group of people who have lived the same major experiences in their lives
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Demographic analysis
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a profile of a consumer group based on their demographics
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Divergence
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situation in which consumers choose membership in microcultures in an effort to stand out or define themselves from the crowd
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Habitus
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mental and cognitive structures through which individuals perceive the world based largely on their standing in a social class
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Homogamy
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the finding that most marriages comprise people from similar classes
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Microculture
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a group of people who share similar values and tastes that are subsumed within a larger culture
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Role conflict
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a situation involving conflicting expectations based on cultural role expectations
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Sex roles
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societal expectations for men and women among members of a cultural group
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Social class
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a culturally defined group to which a consumer belongs based on resources like prestige, income, occupation,
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Social stratification
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the division of society into classes that have unequal access to scarce and valuable resources
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Status symbols
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products or objects that are used to signal one's place in society
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Stigmatization
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a situation in which consumers are marked in some way that indicated their place in society
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World teen culture
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speculation that teenagers around the world are more similar to each other than to people from other generations in the same culture
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Acquisitional shopping
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activities oriented toward a specific, intended purchase or purchases
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Action-oriented
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consumers with a high capacity to self-regulate their behavior
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Advertiming
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ad buys that include a schedule that runs the advertisement primarily at times when customers will be most receptive to the message
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Affective quality
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retail positioning that emphasizes a unique environment, exciting decor, friendly employees, and, in general, the feelings experienced in a retail place
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Antecedent conditions
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situational characteristics that a consumer brings to information processing
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Atmospherics
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emotional nature of an environment or the feelings created by the total aura of physical attributes that comprise a physical environment
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Background music
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music played below the audible threshold that would make it the center of attention
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Circadian cycle
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rhythm (level of energy) of the human body that varies with the time of day
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Congruity
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how consistent the elements of an environment are with one another
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Consumer self-regulation
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tendency for consumers to inhibit outside, or situational, influences from interfering with shopping inentions
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Crowding
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density of people and objects within a given space
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Epistemic shopping
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activities oriented toward acquiring knowledge about products
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Experiential shopping
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recreationally oriented activities designed to provide interest, excitement, relaxation, fun, social interaction, or some other desired feeling
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Fit
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how appropriate the elements of a given environment are
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Foreground music
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music that becomes the focal point of attention and can have strong effects on a consumer's willingness to approach or avoid an environment
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Functional quality
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retail positioning that emphasizes tangible things like a wide selection of goods, low prices, guarantees, and knowledgeable employees
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Hedonic shopping value
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worth of a shopping activity because the time spent doing the activity itself is personally gratifying
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Impulsive consumption
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consumption acts characterized by spontaneity, a diminished regard for consequences, and a need for self-fulfillment
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Impulsive shopping
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spontaneous activities characterized by a diminished regard for consequences, spontaneity, and a desire for immediate self-fulfillment
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Impulsivity
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personality trait that represents how sensitive a consumer is to immediate rewards
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Mental budgeting
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memory accounting for recent spending
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Nonlinear effect
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a plot of an effect that does not make a straight line
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Olfactory
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refers to humans' physical and psychological processing of smells
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Outshopping
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shopping in a city or town to which consumers must travel rather than in their own hometowns
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Personal Shopping Value (PSV)
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overall subjective worth of shopping activity considering all associated costs and benefits
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Retail personality
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way a retail store is defined in the mind of a shopper based on the combination of functional and affective qualities
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Reversal theory
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tries to explain how environmental elements can lead to near 180-degree changes in shopping orientation
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Seasonality
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regularly occurring conditions that vary with the time of year
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Servicescape
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physical environment in which consumer services are performed
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Shopping
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set of value-producing consumer activities that directly increase the likelihood that something will be purchased
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Social comparison
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a naturally occurring mental personal comparison of the self with a target individual within the environment
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Source attractiveness
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the degree to which a source's physical appearance matches a prototype for beauty and elicits a favorable or desirous response
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State-oriented
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consumers with a low capacity to self-regulate their behavior
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Temporal factors
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situational characteristics related to time
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Time pressure
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urgency to act based on some real or self-imposed deadline
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Unplanned shopping
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shopping activity that shares some, but not all, characteristics of truly impulsive consumer behavior; being characterized by situational memory, a utilitarian orientation, and feelings of spontaneity
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Utilitarian shopping value
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worth obtained because some shopping task or job is completed successfully
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Actual state
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consumer's perceived current state
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Awareness set
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set of alternatives of which a consumer is aware
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Behavioral influence decision-making perspective
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assumes many consumer decisions are actually learned responses to environmental influences
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Brand inertia
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what occurs when a consumer simply buys a product repeatedly without any real attachement
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Brand loyalty
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deeply held commitment to rebuy a product or service regardless of situational influences that could lead to switching behavior
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Consideration set
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alternatives that are considered acceptable for further consideration in decision making
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Consumer search behavior
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behaviors that consumers engage in as they seek information that can be used to satisfy needs
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Desired state
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perceived state for which a consumer strives
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Experiential decision-making perspective
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assumes consumers often make purchases and reach decisions based on the affect, or feeling, attached to the product or behavior under consideration
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Extended decision making
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consumers move diligently through various problem-solving activities in search of the best information that will help them reach a decision
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External search
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gathering of information from sources external to the consumer such as friends, family, salespeople, advertising, independent research reports, and the Internet
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Habitual decision making
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consumers generally do not seek information at all when a problem is recognized and select a product based on habit
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Inept set
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alternative in the awareness set that are deemed to be unacceptable for further consideration
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Inert set
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alternatives in the awareness set about which consumers are indifferent or do not hold strong feelings
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Information overload
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situation in which consumers are presented with so much information that they cannot assimilate the variety of information presented
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Internal search
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retrieval of knowledge stored in memory about products, services, and experiences
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Limited decision making
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consumers search very little for information and often reach decisions based largely on prior beliefs about products and their attributes
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Ongoing search
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search effort that is not necessarily focused on an upcoming purchase or decision but rather on staying up to date on the topic
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Perceived risk
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perception of the negative consequences that are likely to result from a course of action and the uncertainty of which course of action is best to take
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Prepurchase search
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search effort aimed at finding information to solve an immediate problem
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Price
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information that signals the amount of potential value contained in a product
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Quality
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perceived overall goodness or badness of some product
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Rational decision-making persepctive
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assumes consumers diligently gather information about purchases, carefully compare various brands of products on salient attributes, and make informed decisions regarding what brand to buy
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Satisficing
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practice of using decision-making shortcuts to arrive at satisfactory, rather than optimal, decisions
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Search regreat
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negative emotions that come from failed search processes
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Universal set
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total collection of all possible solutions to a consumer problem
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Attribution theory
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theory that proposes that consumers look for the cause of particular consumption experience when arriving at satisfaction judgments
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Authenticity
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is the degree to which an object, person, or experience seems real, genuine, unique, and part of history or tradition
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Cognitive dissonance
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an uncomfortable feeling that occurs when a consumer has lingering doubts about a decision that has occurred
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Confirmatory bias
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tendency for expectations to guide performance perceptions
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Consumer dissatisfaction
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mild, negative affective reaction resulting from an unfavorable appraisal of a consumption outcome
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Consumer refuse
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any packaging that is no longer necessary for consumption to take place or, in some cases, the actual good that is no longer providing value to the consumer
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Consumer satisfaction
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mild, positive emotion resulting from a favorable appraisal of a consumption outcome
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Consumption frequency
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number of times a product or service is consumed in a given period of time
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Desire
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level of a particular benefit that will lead to a valued end state
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Distributive fairness
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refers to the way a consumer judges the outcomes of an exchange
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Durable goods
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goods that are usually consumed over a long period of time
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Equity theory
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theory that proposes the people compare their own level of inputs and outcome to those of another party in an exchangey
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Expectancy/disconfirmation theory
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satisfaction formation theory that proposes that consumers use expectations as a benchmark against which performance perceptions are judged
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Expectations
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preconsumption beliefs of what will occur during an exchange and consumption of a product
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Hope
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a fundamental emotion evoked by positive, anticipatory appraisals that signal uncertainty about a potentially positive outcome
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Interactional fairness
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captures how fairly a consumer believes he or she was treated when dealing with service personnel in resolving some issue
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Left skewed
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distribution of responses consistent with most respondents choosing responses so the distribution is clustered toward the positive end of the scale
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Meaning transference
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process through which cultural meaning is transferred to a product and onto the consumer
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Negative disconfirmation
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according to the expectancy/disconfirmation approach, a perceived state wherein performance perceptions fall short of expectations
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Nondurable goods
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goods that are usually consumed quickly
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Packrats
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consumers possessing high levels of lifestyle trait leading to a strong tendency toward retaining consumption-related possesions
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Positive disconfirmation
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according to the expectancy/disconfirmation approach, a perceived state wherein performance perceptions exceed expectations
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Self-perception theory
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theory that states that consumers are motivated to act in accordance with their attitudes and behaviors
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Service quality
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overall goodness or badness of a service experience, which is often measured by SERVQUAL
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SERVQUAL
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way of measuring service quality that captures consumers' disconfirmation of service expectations
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Top-line performance
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a business term referring to sales growth (sales being at the top of an earnings statement)
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Antiloyal consumers
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consumers who will do everything possible to avoid doing business with a particular marketer
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Competitive intensity
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number of firms competing for business within a specific category
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Complaining behavior
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action that occurs when a consumer actively seeks out someone (supervisor, service provider, etc.) to share an opinion with regarding a negative consumption event
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Consumer inertia
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situation in which a consumer tends to continue a pattern of behavior until some stronger force motivates him or her to change
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Critical incident
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exchange between consumers and business that the consumer view as unusually negative with implications for the relationship
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Customer commitment
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sense of attachment, dedication, and identification
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Customer share
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portion of resources allocated to one brand from among the set of competing brands
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Financial switching costs
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total economic resources that must be spent or invested as a consumer learns how to obtain value from a new product choice
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Loyalty card/program
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device that keeps track of the amount of purchasing a consumer has had with a given marketer once some level is reached
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Negative public publicity
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action that occurs when negative WOM spreads on a relatively large scale, possibly even involving media coverage
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Negative word-of-mouth
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(negative WOM) action that takes place when consumers pass on negative information about a company from one to another
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Positive WOM
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action that occurs when consumers spread information from one to another about positive consumption experiences with companies
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Procedural justice
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an equity-based cognition representing the extent that consumers believe the processes involved in processing a transaction, performing a service, or handling any complaint are fair
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Procedural switching costs
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low time and effort
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Rancorous revenege
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is when a consumer yells, insults, and makes a public scene in an effort to harm the business in response to an unsatisfactory experience
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Relational switching cost
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emotional and psychological consequences of changing from one brand/retailer/service provider to another
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Relationship quality
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degree of connectedness between a consumer and a retailer
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Retaliatory revenege
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consumer becomes violent with employees and/or tries to vandalize a business in response to an unsatisfactory experience
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Share of wallet
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customer share
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Switching
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times when a consumer chooses a competing choice, rather than the previously purchased choice, on the next purchase occasion
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Switching costs
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costs associated with changing from one choice (brand/retailer/service provider) to another
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Third-party endorsement
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one form of publicity in which an ostensibly objective outsider (neither the customer nor the business) provides publicly available purchase recommendations or evalutations
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