Chapter 18 Vocab Flashcards
These are the vocabulary words highlighted by the book in Chapter 18.
Affective Purchase
The emotional response that owning or using the product or outlet provides.
Brand Loyalty
A biased (i.e., nonrandom) behavioral response (i.e., purchase/recommend) expressed over time by a decision-making unit with respect to one or more alternative brands out of a set of such brands that is a function of psychological (decision-making, evaluative) processes.
Churn
Turnover in a firm’s customer base.
Committed Customer
A consumer loyal to a brand (store or service) that has an emotional attachment to the brand or firm.
Consumer-to-Consumer Sale
Occurs when one consumer sells a product directly to another with or without the assistance of a commercial intermediary.
Consumption Guilt
Occurs when negative emotions or guilt feelings are aroused by the use of a product or a service.
Customer Loyalty Programs
Programs designed to generate repeat purchases.
E-Waste
Refers to the disposal of electronics products. Driven by both instrumental and symbolic considerations.
Instrumental Performance
Relates to the physical function of the product.
Postpurchase Dissonance
Doubt or anxiety after making a difficult, relatively permanent decision.
Product Nonuse
Occurs when consumer actively acquires a product that is not used or used only sparingly relative to its potential use.
Relationship Marketing
An attempt to develop an ongoing, expanding exchange relationship with a firm’s customers.
Repeat Purchasers
Continue to buy the same brand though they do not have an emotional attachment to it.
Switching Costs
The costs of finding, evaluating, and adopting another solution.
Symbolic Performance
Aesthetic or image-enhancement performance.
