Question

Define the behavioral outcomes of consumption ?

Answer 1

Answer :-

Procedural justice - Extent that consumers believe the processes involved in processing a transaction, performing a service or handling a complaint is fair

Critical incident - Exchanges between consumers and business that the consumer views as unusually negative

There are basically four behavioral outcomes of consumption.

1. Complaining Behavior
2. Word-of-Mouth(WOM)
3. Switching
4. Loyalty

Complaining Behavior:-

The action that occurs when a consumer actively seeks out someone with whom to share an opinion regarding a negative consumption event.

Word-of-Mouth :-

Positive or negative pass on information from one to another about experiences with companies.

Switching :-

Times when a consumer chooses a competing choose, rather than the previously purchased choice, on the next purchase.

Loyalty :-

Easier to do business with a customer who has already done business with a company is easier than a new customer.