Which of the following is a postconsumption cognitive process?
A) disconfirmation
B) complaining
C) loyalty
D) satisfaction
E) commitment

Question

Quizplus · Accepted Answer

Disconfirmation is a postconsumption cognitive process where customers compare their expectations with their actual experience with the product or service. This comparison can either result in satisfaction, dissatisfaction or ambiguity. The other options in the question - complaining, loyalty, satisfaction, and commitment - are attitudes or behaviors that may be a result of postconsumption cognitive processes, but are not postconsumption cognitive processes in and of themselves.

Which of the Following Is a Postconsumption Cognitive Process