Consumer Experience

1. Post – Choice Experienced

2.  Confirmation
 Buyer’s Remorse
 Experience Evaluation
 Free Sampling

3.  Psychology of Consumer Satisfaction
 The role of expectations
 Quality
 Service
 Reliability
 Responsiveness
 Assurance
 Empathy
 Tangibles

4.  Public Chatter-word of mouth

5.  Dodging whiners
 Justice
 Damage Control
 Recovery

6.  Price of Consuming
 Waste
 Personal Possessions

7.  Involvement and Product Purchase
 Post Purchase Consumption

8.  Pop up Stores
 Shopper Motives
 Browsing
 Bargain Hunting
 Socialization
 Seeking Status
 Market Learning
 Recreations
 Self-Gratification
 Acquisition

9.  Task orieinted
 Leisure oriented

10.  Task Oriented
 Leisure Oriented
 Product Quality Shopper
 Economic Shopper
 Convenience Shopper
 Experience Shopper

11.  Restocking
 New
 Impulse

12.  Exploratory Shopping

13.  Physical environment
 Social environment

14.  Unreflective
 Occurs in proximity
 Emotion-driven

15.  Distance
 Convenience
 Quality
 Assortment
 Price

16.  Customer Service
 Wayfinding
 Atmospherics

17.  Merchandise Quality
 Assortment
 Price Value
 Store brands
 Ease of selection
 In store information and assistance
 Convenience
 Problem Resolution
 Personalization
 Atmospherics

18.  Impulsivity
 Crafting Atmospherics
 Winning Customer Loyalty