This document summarizes chapters 12 and 13 from a consumer behavior textbook. Chapter 12 discusses decision confirmation and the psychology of consumer behavior, including how consumers seek to avoid disconfirmation after purchases. It also outlines 5 categories that consumers use to judge service quality and a 5-point scale to measure satisfaction levels. Chapter 13 discusses shoppers' motives, types of shoppers, and factors that influence consumer loyalty, such as merchandise quality, price value, and store atmosphere.