(See related pages)
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| Affective performance | the emotional response that owning or using the product or outlet provides. (See page(s) 640) |
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| Brand loyalty | a biased behavioral response expressed over time by a decision-making unit with respect to one or more alternative brands out of a set of such brands that is a function of psychological processes. (See page(s) 646) |
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| Churn | used to refer to turnover in a firm’s customer base. (See page(s) 646) |
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| Committed customer | has an emotional attachment to the brand or firm. (See page(s) 646) |
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| Consumer-to-consumer sales | occurs when one consumer sells a product directly to another with or without the assistance of a commercial intermediary. (See page(s) 636) |
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| Consumption guilt | occurs when negative emotions or guilt feelings are aroused by the use of a product or a service. (See page(s) 628) |
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| Customer loyalty programs | programs focused on generating not only repeat customers but also committed ones thereby requiring a customer-focused attitude in the firm. (See page(s) 650) |
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| Instrumental performance | relates to the physical functioning of the product. (See page(s) 640) |
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| Postpurchase dissonance | occurs when a consumer has feelings of doubt or anxiety after a purchase has been made. (See page(s) 627) |
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| Product nonuse | occurs when a consumer actively acquires a product that is not used or used only sparingly relative to its potential use. (See page(s) 632) |
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| Relationship marketing | an attempt to develop an ongoing, expanding exchange relationship with a firm’s customers. (See page(s) 650) |
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| Repeat purchasers | continue to buy the same brand though they do not have an emotional attachment to it. (See page(s) 645) |
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| Switching costs | the costs of finding, evaluating, and adopting another solution. (See page(s) 645) |
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| Symbolic performance | relates to aesthetic or image-enhancement performance. (See page(s) 640) |
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| Use innovativeness | refers to a consumer using a product in a new way. (See page(s) 629) |