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Q:
Which of the following refers to beliefs about the violation of written (or unwritten) laws?
a. Relativism
b. Determinism
c. Contractualism
d. Rationalism
e. Objectivism
Q:
When the federal government decided to increase the cost of education in public universities, most people perceived the decision as a prejudice against the middle-class Americans who would find it difficult to enjoy access to higher education. Which of the following best represents the people's perception of the federal government's decision?
a. Moral equity
b. Relativism
c. Contractualism
d. Teleology
e. Utilitarianism
Q:
Which of the following represents beliefs regarding the fairness or justness of an act?
a. Utilitarianism
b. Moral equity
c. Relativism
d. Contractualism
e. Social determinism
Q:
The focal motivation for consumer misbehavior is _____.
a. value
b. belief
c. trust
d. esteem
e. ethic
Q:
Penny bought a dress to wear to a wedding. She wore the dress without removing the price tag. A day after the wedding, she returned the dress to the store where she purchased it from and got her money back. This is an example of _____.
a. differential association
b. retail borrowing
c. pilferage
d. illicit sharing
e. shoplifting
Q:
Purchasing and using a product for a day before returning it for a refund is a practice known as _____.
a. shoplifting
b. differential association
c. retail borrowing
d. pilferage
e. illicit sharing
Q:
Punitive damages are intended to cover costs incurred by a consumer due to an injury and compensatory damages are intended to punish a company for injuries.
Q:
Compared to a magistrate, a jury tends to be less sympathetic and is much less likely to award substantive punitive as well as compensatory damages.
Q:
With strict liability, an injured consumer would have to show that the firm could foresee a potential injury that might occur and then decided not to act on that knowledge.
Q:
With negligence liability, consumers can win a legal action against a firm if they can demonstrate in court that an injury occurred and that the product associated with the injury was faulty in some way.
Q:
Products liability is the extent to which businesses are held responsible for product-related injuries.
Q:
The "I"m working for you!" technique relies on equity theory.
Q:
The door-in-the-face technique is based on the self-perception theory, which proposes that consumers use perceptions of their own actions when forming attitudes.
Q:
The foot-in-the-door technique is based on the reciprocity norm, which states that individuals are motivated to give back to those who have given them something.
Q:
To have a sales orientation means that the salesperson is more focused on long-term customer satisfaction and relationship development than on immediate sale and short-term results.
Q:
Price gouging is the act of charging a higher than reasonable price for a good that occurs following some kind of natural disaster or event.
Q:
The practice of managing and intentionally setting discontinue dates for products is known as planned obsolescence.
Q:
Research indicates that consumers are more likely to purchase products when disclaimers are presented very quickly especially for unknown or untrusted brands.
Q:
The term "puffery" describes making exaggerated claims about a product's superiority.
Q:
The Wheeler"Lea Act prohibits restraint of free trade.
Q:
The societal marketing conceptconsiders the needs of society along with the wants and needs of individual consumers.
Q:
Strategic initiatives include strategically engaging in socially responsible activities in order to increase the value of the firm.
Q:
Altruistic duties include giving back to communities through philanthropic activities.
Q:
Corporate social responsibility may be defined as an organization's activities and status related to its societal obligations.
Q:
Morals are personal standards and beliefs that are used to guide individual action.
Q:
Public criticism of marketing strategies tends to be most intense when a marketer targets vulnerable consumer groups with harmful products.
Q:
Desirable products deliver both high utilitarian and hedonic value.
Q:
Salutary products offer high utilitarian value, but low hedonic value.
Q:
Pleasing products are products that provide hedonic value to consumers but may be harmful in the long run.
Q:
Deficient products are products that offer high hedonic value.
Q:
Theodore Levitt's article, "Marketing Myopia," brought about a new perspective that argued that businesses should define themselves in terms of the products that they make rather than in terms of the consumer needs they satisfy.
Q:
The Consumer Bill of Rights, which today stands as a foundation of the consumerism movement, was introduced in 1962.
Q:
Consumerism is used to describe the activities of various groups to protect basic consumer rights.
Q:
The marketing concept proposes that all the functions of the organization should work together in satisfying the marketers' wants and needs.
Q:
Marketing ethics consist of societal and professional standards of right and fair practices that are expected of marketing managers as they develop and implement marketing strategies.
Q:
College students who have higher self-actualization values generally have lower attitudes toward binge drinking, whereas students who value social affiliation tend to have more positive attitudes toward the behavior.
Q:
Compulsive shoppers tend to focus on the mental highs associated with "the hunt," whereas compulsive buyers feel the need to buy.
Q:
Dysfunctional fan behavior refers to abnormal functioning relating to sporting event consumption.
Q:
Culture jamming refers to attempts to disrupt advertisements and marketing campaigns by altering the messages in some meaningful way.
Q:
Consumers tend to view the act of illegal downloading as less morally ethical and socially acceptable when the motivation for the act is primarily based on hedonic value than if the motivation is based on utilitarian value.
Q:
Adolescents tend to consider shoplifting as being more ethical than do adult shoppers.
Q:
Kleptomania is generally triggered by a strong compulsion and the inability of the consumer to fight the urge to shoplift.
Q:
Consumer problem behavior refers to behaviors that are seemingly outside of a consumer's control.
Q:
Consumer misbehavior and consumer problem behavior are synonymous and can be used interchangeably.
Q:
When consumer misbehavior is the outcome of a deliberate decision-making process that weighs the risks and rewards of the behavior, it is referred to as opportunism.
Q:
Attribution theory explains why groups of people replace one set of acceptable norms with another set that others view as unacceptable.
Q:
It is when societal goals are out of reach given the accepted means of achieving them that deviance occurs.
Q:
Deontological evaluations focus on the consequences of behaviors and the individual's assessment of those consequences.
Q:
Teleological evaluations focus on how people accomplish their goals.
Q:
Contractualism reflects beliefs about the social acceptability of an act.
Q:
Relativism refers to beliefs about the violation of written (or unwritten) laws.
Q:
Moral equity represents beliefs regarding an act's fairness or justness.
Q:
In consumer misbehavior, consumers seek to maximize the benefits they receive from an action while maximizing their own costs.
Q:
Consumers who engage in retail borrowing decrease product costs.
Q:
Purchasing and using a product for a day before returning it for a refund is a practice known as retail borrowing.
Q:
Consumer misbehavior expedites the flow of consumption activities.
Q:
You are undergoing sales training at your new job. The trainer teaches you ingratiation tactics. Name and describe two of these tactics.
Q:
Define corporate social responsibility. Discuss the main categories of activities through which a company can ensure its corporate social responsibility.
Q:
Differentiate between compulsive consumption and addictive consumption. Give examples for each.
Q:
Define customer commitment and describe its significance.
Q:
Define switching behavior. Discuss the three categories of switching costs. Discuss which one(s) would be the most significant if you changed your cellphone or other type of service provider.
Q:
A woman claimed to have found a fingernail in her burger which she had bought from a national fast food restaurant chain. Considerable negative public publicity followed this accusation. Discuss alternative courses of action this fast food chain could pursue to handle this negative public publicity and suggest the best method in this situation.
Q:
You are a business consultant specializing in handling consumer complaints. Suggest some guidelines that hotel employees should follow when responding to consumer complaints.
Q:
John and Beth went to a restaurant for dinner. When the soup arrived, it was cold. John complained to the manager, but Beth did not. Describe how John is different from Beth in the context of consumer behavior.
Q:
What is a third party endorsement? What are its two types?
Q:
Explain critical incident in the context of consumer behavior.
Q:
GOURMET RESTAURANT SCENARIOStella works for a publishing house in Midtown Manhattan. When her company relocated her to a new city for six months, she had a tough time. She loves Italian food, but couldn"t find herself a decent Italian gourmet restaurant in the city. When she finally found one, Olive's, she started eating there regularly. The food at Olive's was not satisfactory and nothing compared to the menu Stella was used to at fancy Italian restaurants in Midtown Manhattan. However, Stella found the staff at Olive's friendly and believed that they could understand her preferences in food and wine. When her colleagues heard her predicament, they suggested a place she might like but Stella decided against it as it was a three-hour drive from where she stays. She wished the six months will end soon and she would visit Italia, her favorite restaurant in Manhattan, again. Stella vows that after the completion of six months, she is never going to come back at Olive's. Refer to Gourmet Restaurant Scenario. Stella never liked the food at Olive's, but she continued eating there as it was convenient. Stella's buying behavior with regard to Olive's can be best described as customer _____.a. empathyb. loyaltyc. inertiad. intensitye. entropy
Q:
GOURMET RESTAURANT SCENARIOStella works for a publishing house in Midtown Manhattan. When her company relocated her to a new city for six months, she had a tough time. She loves Italian food, but couldn"t find herself a decent Italian gourmet restaurant in the city. When she finally found one, Olive's, she started eating there regularly. The food at Olive's was not satisfactory and nothing compared to the menu Stella was used to at fancy Italian restaurants in Midtown Manhattan. However, Stella found the staff at Olive's friendly and believed that they could understand her preferences in food and wine. When her colleagues heard her predicament, they suggested a place she might like but Stella decided against it as it was a three-hour drive from where she stays. She wished the six months will end soon and she would visit Italia, her favorite restaurant in Manhattan, again. Stella vows that after the completion of six months, she is never going to come back at Olive's. Refer to Gourmet Restaurant Scenario. When Stella was in Midtown Manhattan, she used to frequently eat at Italia. The amount of time and money that she spends at Italia is the _____ the restaurant gets from Stella.a. market shareb. customer sharec. brand shared. retail sharee. segment share
Q:
GOURMET RESTAURANT SCENARIOStella works for a publishing house in Midtown Manhattan. When her company relocated her to a new city for six months, she had a tough time. She loves Italian food, but couldn"t find herself a decent Italian gourmet restaurant in the city. When she finally found one, Olive's, she started eating there regularly. The food at Olive's was not satisfactory and nothing compared to the menu Stella was used to at fancy Italian restaurants in Midtown Manhattan. However, Stella found the staff at Olive's friendly and believed that they could understand her preferences in food and wine. When her colleagues heard her predicament, they suggested a place she might like but Stella decided against it as it was a three-hour drive from where she stays. She wished the six months will end soon and she would visit Italia, her favorite restaurant in Manhattan, again. Stella vows that after the completion of six months, she is never going to come back at Olive's. Refer to Gourmet Restaurant Scenario. Stella vows that after the completion of six months, she is never going to come back at Olive's. Which of the following best reflects Stella's postconsumption behavior?a. Satisficingb. Loyaltyc. Hoardingd. Switchinge. Complaining
Q:
GOURMET RESTAURANT SCENARIOStella works for a publishing house in Midtown Manhattan. When her company relocated her to a new city for six months, she had a tough time. She loves Italian food, but couldn"t find herself a decent Italian gourmet restaurant in the city. When she finally found one, Olive's, she started eating there regularly. The food at Olive's was not satisfactory and nothing compared to the menu Stella was used to at fancy Italian restaurants in Midtown Manhattan. However, Stella found the staff at Olive's friendly and believed that they could understand her preferences in food and wine. When her colleagues heard her predicament, they suggested a place she might like but Stella decided against it as it was a three-hour drive from where she stays. She wished the six months will end soon and she would visit Italia, her favorite restaurant in Manhattan, again. Stella vows that after the completion of six months, she is never going to come back at Olive's. Refer to Gourmet Restaurant Scenario. When Stella's colleagues heard her predicament, they suggested a place she might like. One of the reasons why Stella decided against it was that she found the staff at Olive's friendly and believed that they could understand her preferences in food and wine. Which of the following types of switching costs does this represent?a. Transactional switching costb. Temporal switching costc. Financial switching costd. Procedural switching coste. Relational switching cost
Q:
GOURMET RESTAURANT SCENARIOStella works for a publishing house in Midtown Manhattan. When her company relocated her to a new city for six months, she had a tough time. She loves Italian food, but couldn"t find herself a decent Italian gourmet restaurant in the city. When she finally found one, Olive's, she started eating there regularly. The food at Olive's was not satisfactory and nothing compared to the menu Stella was used to at fancy Italian restaurants in Midtown Manhattan. However, Stella found the staff at Olive's friendly and believed that they could understand her preferences in food and wine. When her colleagues heard her predicament, they suggested a place she might like but Stella decided against it as it was a three-hour drive from where she stays. She wished the six months will end soon and she would visit Italia, her favorite restaurant in Manhattan, again. Stella vows that after the completion of six months, she is never going to come back at Olive's.Refer to Gourmet Restaurant Scenario. When Stella's colleagues heard her predicament, they suggested a place she might like. However, Stella decided against it as it was a three-hour drive from where she stays and continued eating at Olive's. Which of the following types of switching costs does this represent?a. Transactional switching costb. Temporal switching costc. Financial switching costd. Procedural switching coste. Relational switching cost
Q:
DISSATISFIED CUSTOMER SCENARIOMeg went to a local nail salon to get a manicure and pedicure. Unfortunately, she got a nasty nail infection on her left foot a day after her manicure. She didn"t go back to the salon to complain, but she told all her friends about it and warned them to never go there. One of her friends suggested she should go to the salon, complain, and demand a compensation for her medical expenses, or at least get her money back for the pedicure. Meg was so disgusted that she didn"t even want to go back there to complain. If she ever decides to get another pedicure, she certainly won"t go back to that salon. Refer to Dissatisfied Customer Scenario. If Meg ever gets another pedicure, she certainly won"t go back to that nail salon. Which of the following postconsumption behaviors is this an example of?a. Switching behaviorb. Retaliatory revengec. Rancorous behaviord. Complaining behaviore. Deviant behavior
Q:
DISSATISFIED CUSTOMER SCENARIOMeg went to a local nail salon to get a manicure and pedicure. Unfortunately, she got a nasty nail infection on her left foot a day after her manicure. She didn"t go back to the salon to complain, but she told all her friends about it and warned them to never go there. One of her friends suggested she should go to the salon, complain, and demand a compensation for her medical expenses, or at least get her money back for the pedicure. Meg was so disgusted that she didn"t even want to go back there to complain. If she ever decides to get another pedicure, she certainly won"t go back to that salon. Refer to Dissatisfied Customer Scenario. Meg posts pictures of her infected toes online and describes her experience in the salon on a social networking site. In no time, information on the Web goes viral and badly affects the business of the salon as the number of customers reduces to a trickle. This is an example of:a. disconfirming.b. procedural revenge.c. negative public publicity.d. distributive revenge.e. retaliatory revenge.
Q:
DISSATISFIED CUSTOMER SCENARIOMeg went to a local nail salon to get a manicure and pedicure. Unfortunately, she got a nasty nail infection on her left foot a day after her manicure. She didn"t go back to the salon to complain, but she told all her friends about it and warned them to never go there. One of her friends suggested she should go to the salon, complain, and demand a compensation for her medical expenses, or at least get her money back for the pedicure. Meg was so disgusted that she didn"t even want to go back there to complain. If she ever decides to get another pedicure, she certainly won"t go back to that salon. Refer to Dissatisfied Customer Scenario. Meg refused to go back to the salon and complain. However, if Meg were to go back, create a scene, and scream about what happened to her; Meg will be engaging in _____ revenge.a. proceduralb. restorativec. distributived. retaliatorye. rancorous
Q:
DISSATISFIED CUSTOMER SCENARIOMeg went to a local nail salon to get a manicure and pedicure. Unfortunately, she got a nasty nail infection on her left foot a day after her manicure. She didn"t go back to the salon to complain, but she told all her friends about it and warned them to never go there. One of her friends suggested she should go to the salon, complain, and demand a compensation for her medical expenses, or at least get her money back for the pedicure. Meg was so disgusted that she didn"t even want to go back there to complain. If she ever decides to get another pedicure, she certainly won"t go back to that salon. Refer to Dissatisfied Customer Scenario. Meg told all her friends about the infection and warned them to never go to that salon. This is an example of _____.a. retaliatory revengeb. customer inertiac. selective inertiad. rancorous revengee. negative word-of-mouth
Q:
DISSATISFIED CUSTOMER SCENARIOMeg went to a local nail salon to get a manicure and pedicure. Unfortunately, she got a nasty nail infection on her left foot a day after her manicure. She didn"t go back to the salon to complain, but she told all her friends about it and warned them to never go there. One of her friends suggested she should go to the salon, complain, and demand a compensation for her medical expenses, or at least get her money back for the pedicure. Meg was so disgusted that she didn"t even want to go back there to complain. If she ever decides to get another pedicure, she certainly won"t go back to that salon.Refer to Dissatisfied Customer Scenario. How would Meg's complaint benefit the salon?a. Meg's complaint will be a valuable source of information for the salon.b. Meg's complaint decreases the chances of her spreading negative WOM.c. Meg's complaint can help the shop owner reduce Meg's switching costs.d. Meg's complaint decreases the likelihood of her returning to the same salon.e. Meg's complaint increases the salon owner's chances of being able to deny responsibility for the infection.
Q:
Which of the following characteristics of relationship quality represents the understanding between a consumer and a firm as essentially "speaking the same language"?a. Equityb. Competencec. Individualizationd. Communicatione. Personalization
Q:
Which of the following characteristics of relationship quality indicates that a buyer treats a seller as an individual with unique desires and requirements?
a. Competence
b. Communication
c. Equity
d. Personalization
e. Trust
Q:
Which of the following characteristics of relationship quality represents the perception that the buyer and seller can depend on each other?
a. Trust
b. Communication
c. Equity
d. Personalization
e. Competence
Q:
Which of the following characteristics of relationship quality represents the consumer's view of the company and service providers as knowledgeable and capable?
a. Competence
b. Communication
c. Equity
d. Personalization
e. Sale orientation