1 explain the consumer's post purchase evaluation process after using a product or service the consumer compares the level of performance with expectations. Post purchase consumer behaviour, cognitive dissonance we use your linkedin profile and activity data to personalize ads and to show you more relevant ads. Post purchase evaluation process carlie higdon man105 march 9, 2013 professor dana adams consumer post purchase evaluation is generally affected by pre purchase expectations, the consumer usually does some sort of research to compare prices and such before making a big purchase, a house or a car for example.
The post-purchase evaluation factors include a) the degree of customer dissatisfaction, b) importance of the purchase, c) perceived benefits/cost from complaining, d) personal characteristics, and e) situational influences. Purchase decision and post-purchase evaluation to select a specific brand after evaluation the buying and consuming it may consequently result in delighting, satisfaction, dissatisfaction, and disappointment about the selected brand.
The effects of post-purchase evaluation factors on online vs offline customer complaining behavior: implications for customer loyalty.
As consumers use products, particularly during a trail purchase, they evaluate its performance in light of their own expectations there are three possible outcomes of these evaluations that are actual performance matches expectations, leading to a.