information search
- Internal search
- external search
>personal sources
>public source
>marketer-dominated sources
Postpurchase behavior
-customer satisfaction studies
>satisfied customers tell 3 people
>dissatisfied customers tell 9 people
-Cognitive Dissonance
consumer involvement & problem solving
> extended problem solving
> limited problem solving
> routine problem solving
Situational influences
>purchase Task
>social surroundings
> physical surroundings
> temporal Effect
> antecedent states