Chapter 8

2. • Social commerce is a subset
of e-commerce
•Social commerce uses social
media to enable online
shoppers to interact and
collaborate during shopping
experience and to assist
retailers and customers
• Social commerce includes
CRM/Service, Retailing/Sales,
and Human resources

3. Five important stages
for important
decisions while
shopping:
• Problem recognition
• Information search
• Alternative
evaluation
• Purchase
• Post purchase
evaluation

4. FMOT is when a customer
chooses a product from the
store off the shelf

5. The moment the customer
uses the product and feels
the satisfaction

7.  Reviews are
assessments and
detailed
information

8.  Ratings are the
consumers level of
satisfaction with
an item