Chapter13

Defineevaluative criteria and determinant criteria. Identify thedeterminant criteria you used for a recent purchase.

List thefactors that determine the type of evaluative criteria thatconsumers use.

Name thefour types of noncompensatory decision rules. What does it mean ifa rule is noncompensatory?

Chapter14

Defineconsumer satisfaction. How does it differ from other importantconsumer behavior concepts?

List outsome possible postconsumption reactions

Explainthe expectancy/disconfirmation theory. Describe how it explainsyour satisfaction or dissatisfaction from a recent consumptionexperience.

Defineexpectations. Describe the four types of consumer expectations withan example for each

Defineattribution theory. Explain how the three elements in theattribution theory help in explaining consumer satisfaction. Usingthis theory, explain why you were satisfied or dissatisfied with arecent consumption experience.

Identifythe conditions when a consumer is more likely to experience truedissonance following a purchase.

Chapter15

What are the cognitive andaffective components that help shape postconsumption behavior?

Define the term criticalincident in a consumer behavior context. How might an equitycognition involving procedural justice contribute to a criticalincident for some business?

List and define the behavioraloutcomes of consumption.

What are the different ways inwhich a firm can react to negative public publicity? Which way isalmost always a bad response?

What are two types of revengethat customers may undertake to try to harm a business? What isyour opinion on the ethics of such action?

List types of WOM and/orPublicity that are not necessarily negative.

What are the different types ofswitching costs that a consumer faces? Provide examples of eachfrom your own consumer experiences.

Chapter 16

How does misbehavior violatenorms and disrupt consumption activities?

What are the various motivationsof consumer misbehavior?

What is the key differencebetween consumer problem behavior and consumer misbehavior?

What are some examples ofconsumer problem behavior and consumer misbehavior?