CHAPTER 18
POSTPURCHASE PROCESSES, CUSTOMER SATISFACTION,
AND CUSTOMER COMMITMENT
1 POSTPURCHASE DISSONANCE
2 PRODUCT USE AND NONUSE
2.1 Product Use
3 DISPOSITION
3.1 Product Disposition and Marketing Strategy
4 PURCHASE EVALUATION AND CUSTOMER SATISFACTION
5 DISSATISFACTION RESPONSES
5.1 Marketing Strategy and Dissatisfied Consumers
6 CUSTOMER SATISFACTION, REPEAT PURCHASES, AND CUSTOMER
COMMITMENT
6.1 Repeat Purchasers, Committed Customers, and Profits