Term
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Definition
| if a consumer can explain a service failure as a "fluke", then consumer will exp. less dissatisfaction with the company than if the failure was perceived as the company's fault |
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Definition
| what a culture delineates what is right, good, and important. |
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Definition
| poeple with high incomes within a particular social class |
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Definition
| individuals who act as agents retained by consumers to guide, direct, and/or transact marketplace activities |
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Term
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Definition
| New ideas and trends that constantly bubble to the surface, based on the interplay of movements and counter-movements between cultural valies, material env., and institutional env. |
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Term
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Definition
| Takes as a unit of analysis the neighborhood and obtains demographic info on consumers within such neighborhoods |
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Term
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Definition
| consists of specific behavior expected of a person in a position |
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Term
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Definition
| benefits and liabilities received from an exchange |
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Term
| High involvement event such as purchasing a home is is known as what type of consumer performance? |
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Definition
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Term
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Definition
| group in which a person is a member and with which that person interacts on a face-to-face basis. |
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Term
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Definition
| Religious holidays, leavings and comings, and birth-related days. |
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Term
| Which country is it especially important to take extra time to form business relationships? |
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Definition
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Term
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Definition
| type of time that people divide into a past, present and future and that people speak of as "killing time, wasting time, and using time" |
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Term
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Definition
| standardized sequences of actions that are periodically repeated |
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Term
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Definition
| proposes that trends, particularly fashion, beginning with the wealthy |
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Term
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Definition
| people act as though time is a real thing |
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Term
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Definition
| relatively permanent and homogeneous strata within a society that differ in their status, wealth, education, and values |
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Term
| Group polarization phenomenon |
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Definition
| tendency of groups to cause people to shift their decisions either in a more cautious or a more risky direction. |
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Term
| satisfaction/dissatisfaction |
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Definition
| phase of the postacquisiton process that includes investigating the formation of bread expectations |
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Term
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Definition
| used to recall 5 factors influencing the perception of service quality |
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Term
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Definition
| most effective type of communication |
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Term
| Value-expressive influence |
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Definition
| Influence that groups have on individuals resulting from the person attempting to express attitudes consistent with those of the group. |
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Term
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Definition
| A product that has been recently introduced and is perceived by consumers to be new in relation to existing products |
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Term
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Definition
| emotional/psychological attachments to a brand within a product class. |
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Term
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Definition
| process through which people evaluate the "correctness" of their opinions and the extent of their abilities |
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Term
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Definition
| consistency with which an individual reveals a particular social class across a number of dimensions |
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Term
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Definition
| a group whose values, norms, attitudes, or beliefs, are used as a guide for behavior by an individual. |
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