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Q:
Stan has never entered into any of the Resplendent Stores, a chain of retail stores, in more than ten years. Because of a bad past experience, he harbors a particular aversion for them, and he has vowed never to shop in any of their stores. Stan is best described as a(n) _____ with respect to Resplendent Stores.
a. antiloyal consumer
b. disconfirming consumer
c. late adapter
d. laggard
e. state-oriented consumer
Q:
Consumers who will do everything possible to avoid doing business with a particular marketer are called _____.
a. market mavens
b. antiloyal consumers
c. disconfirming consumers
d. laggards
e. state-oriented consumers
Q:
Which of the following firms would be least vulnerable to competitors?
a. A firm that offers generous return policies to its customers
b. A firm that offers attractive bargain deals to its customers
c. A firm that offers numerous loyalty programs to its customers
d. A firm that offers a unique purchasing experience to its customers
e. A firm that offers convenient purchasing experience to its customers
Q:
When it comes to running shoes, Brian is completely devoted to the Nike brand. He feels that the brand defines who he is. Brian's association with running shoes from Nike is an example of customer _____.
a. equity
b. inertia
c. empathy
d. apathy
e. commitment
Q:
A sense of attachment, dedication, and identification with a brand or service provider is known as customer _____.
a. commitment
b. inertia
c. share
d. empathy
e. apathy
Q:
Talbot's clothing store offers a program where customers get a reward of $10 for every $500 spent. As part of the program, the store keeps an account of the frequency of purchases as well amount spent on each purchase by all its customers. This is an example of a _____ program.
a. commitment
b. loyalty
c. customer share
d. gift
e. consistency
Q:
Which of the following is a device that keeps track of the amount of purchasing a consumer has had with a given marketer and once some level is reached, a reward is offered usually in terms of future purchase incentives?
a. A commitment program
b. A customer share program
c. A consistency program
d. A loyalty program
e. A gift program
Q:
Most of the time Richard goes to a neighborhood general store for his groceries. He does not like the place, but it is very conveniently located and he just has to walk a few minutes to get there. Richard's buying behavior with regard to the neighborhood general store can be best described as customer _____.
a. disconfirmation
b. equity
c. inertia
d. intensity
e. entropy
Q:
When a consumer tends to continue a pattern of behavior until some stronger force motivates him or her to change, it is called consumer _____.
a. inertia
b. share
c. apathy
d. equity
e. loyalty
Q:
Customer share represents a behavioral component that is indicative of customer _____.
a. apathy
b. equity
c. competence
d. loyalty
e. inertia
Q:
Customer share is sometimes referred to as share of _____.
a. wallet
b. stock
c. cost
d. distribution
e. equity
Q:
Henry likes to have a burger for dinner on all weekdays. He visits Fries, a fast food chain, every evening except on days when he is stuck at work, and on such occasions he orders a sandwich from the office cafeteria. The amount of time and money that he spends for burger dinners at Fries is the _____ the fast food chain gets from Henry.
a. market share
b. customer share
c. brand share
d. retail share
e. segment share
Q:
The portion of resources allocated to one brand from among the set of competing brands is called _____.
a. market share
b. brand share
c. customer share
d. retail share
e. segment share
Q:
Starz Inc., a toy manufacturer, wants to attract new customers while retaining its old customers. In which of the following conditions is Starz Inc. is likely to be most vulnerable to consumers' switching behavior?
a. When its customers are satisfied with its product offerings
b. When it operates in a business environment with high competitive intensity
c. When its largest competitor's product is priced much higher than its own
d. When it is the only product of its type in a market
e. When the cost of switching to competitors' products is high
Q:
A firm is likely to be most vulnerable to customers' switching behavior when:
a. its customers are dissatisfied, the switching costs are low, and the firm operates in a business environment with high competitive intensity.
b. its customers are satisfied, the switching costs are high, and the firm operates in a business environment with high competitive intensity.
c. its customers are dissatisfied, the switching costs are high, and the firm operates in a business environment with low competitive intensity.
d. its customers are satisfied, the switching costs are low, and the firm operates in a business environment with low competitive intensity.
e. its customers are satisfied, the switching costs are high, and the firm operates in a business environment with low competitive intensity.
Q:
Until 1984, American consumers had only one choice for telephone service"Ma Bell." However, today consumers have many choices for "data" services. Consumers can choose AT&T, Verizon, CenturyLink or relay on Internet service providers like Skype. This increase in the number of service providers indicates an increase in _____.
a. competitive intensity
b. consumer inertia
c. market associability
d. consumer disconfirmation
e. selective density
Q:
The number of firms competing for business within a specific category is called competitive _____.
a. density
b. intensity
c. inertia
d. concentration
e. share
Q:
When Sheri, a socialite, got some bad publicity for her recent choice of evening wear, she decided to change designers. However, when Sheri visited her new designer for the first time, she missed the camaraderie and the easy banter she used to share with Margo, her previous designer. Which of the following types of switching costs was being experienced by Sheri?
a. Procedural switching cost
b. Financial switching cost
c. Relational switching cost
d. Rational switching cost
e. Affective switching cost
Q:
Which of the following types of switching costs refers to the emotional and psychological consequences of changing from one brand/retailer/service provider to another?
a. Procedural switching cost
b. Financial switching cost
c. Relational switching cost
d. Transactional switching cost
e. Rational switching cost
Q:
When Greg's house was burglarized, he decided to install a new home security system. However, when he learned that an installation would cost him $1000, he decided against it. The cost for the installation is an example of a:
a. procedural switching cost.
b. transactional switching cost.
c. financial switching cost.
d. relational switching cost.
e. rational switching cost.
Q:
Which of the following types of switching costs consists of the total economic resources that must be spent or invested as a consumer learns how to obtain value from a new product choice?
a. Procedural switching cost
b. Transactional switching cost
c. Relational switching cost
d. Financial switching cost
e. Rational switching cost
Q:
Alice has always used Nokia phones since the time she got herself her first phone. She is very comfortable with the user interface the brand provides. Even though she would like to buy a Smartphone from a different brand, she is worried about the effort and time it would take her to get acquainted to a different user interface. Which of the following types of switching costs does this represent?
a. Transactional switching costs
b. Temporal switching costs
c. Financial switching costs
d. Procedural switching costs
e. Relational switching costs
Q:
Which of the following types of switching costs involves lost time and effort?
a. Rational switching cost
b. Financial switching cost
c. Relational switching cost
d. Temporal switching cost
e. Procedural switching cost
Q:
Many consumers who use online banking facilities are reluctant to change banks because of the effort it would take to change automatic and online payment accounts. The change requires a lot of hassle, including time and effort to cancel old accounts and setting up new ones. There is also the probability of missing bill payments altogether. The costs associated with such liabilities explain the customers' reluctance to change. These costs are called _____ costs.
a. infiltrating
b. shilling
c. switching
d. hoarding
e. temporal
Q:
_____ costs are the costs associated with changing from one choice, such as a brand, retailer, or service provider, to another.
a. Switching
b. Transfer
c. Conversion
d. Shilling
e. Infiltrating
Q:
Carla was unhappy with her haircut. The next time she wanted a haircut, she went to a different hairstylist who Carla thought was more competent than her previous stylist. From a consumer behavior perspective, which of the following terms best describe Carla's behavior?
a. Infiltrating
b. Hoarding
c. Shilling
d. Switching
e. Referencing
Q:
A consumer chooses a competing choice, rather than a previously purchased choice, on the next purchase occasion. This behavior is called _____.
a. infiltrating
b. switching
c. hoarding
d. shilling
e. culture jamming
Q:
A form of publicity in which an ostensibly objective outsider (neither the customer nor business) provides publicly available purchase recommendations is known as _____.
a. community marketing
b. comparative advertising
c. a cross-promotion
d. a 3rd party endorsement
e. cooperative marketing
Q:
Which of the following theories plays a role in dealing with negative publicity?
a. Self-evaluation maintenance theory
b. Theory of reasoned action
c. Elaboration likelihood theory
d. Attribution theory
e. Balance theory
Q:
When negative WOM spreads on a relatively large scale, it can result in _____.
a. negative public publicity
b. product recalls
c. negative attribution
d. negative disconfirmation
e. confirmation
Q:
Holly was so pleased with the service she received at a new spa in her neighborhood that she told many of her friends about her pleasant experience. Which of the following postconsumption behaviors best describes Holly's behavior?
a. Confirmation
b. Positive attribution
c. Positive word-of-mouth
d. Negative disconfirmation
e. Switching
Q:
Which of the following occurs when consumers spread information from one to another about positive consumption experiences?
a. Confirmation
b. Switching behavior
c. Positive disconfirmation
d. Positive attribution
e. Positive word-of-mouth
Q:
Elaine had a problem with the computer printer she purchased. When she called the toll-free service support number, she was told that she had to pay to speak to a service representative. It made her so unhappy that she told all of her friends and family about the problem with the printer and the poor service she received, and advised them never to buy that brand. According to the information given in this case, which of the following postconsumption behaviors best describes Elaine's behavior?
a. Loyalty
b. Switching
c. Avoidance
d. Disconfirmation
e. Negative word-of-mouth
Q:
_____ takes place when consumers pass on negative information about a company from one to another.
a. Negative disconfirmation
b. Negative referencing
c. Negative word-of-mouth
d. Negative association
e. Negative attribution
Q:
A few customers at China Palace, a Chinese restaurant, recently suffered from food poisoning and were admitted in the hospital. One of these customers was so angry that he tried to burn the restaurant down a week later after the food-poisoning incident. This disgruntled customer was engaged in _____ revenge.
a. procedural
b. restorative
c. rancorous
d. distributive
e. retaliatory
Q:
When consumers get so mad at a business that they become violent or try to vandalize the business, it is called _____ revenge.
a. rancorous
b. retaliatory
c. restorative
d. distributive
e. procedural
Q:
When Angie went out for dinner with Zack, her boyfriend, she was embarrassed with his behavior. Zack complained when the waiter brought out the wrong order, but the waiter did not respond appropriately to his complaint. As a result, Zack started yelling at him, calling him names, and demanded to see the manager. The other diners stared at them and Angie just wanted him to stop behaving like that. Zack's behavior at the restaurant is an example of _____ revenge.
a. procedural
b. retaliatory
c. rancorous
d. distributive
e. restorative
Q:
A consumer who yells, insults, and makes a public scene in an effort to harm a business after receiving poor service is engaging in _____ revenge.
a. retaliatory
b. rancorous
c. restorative
d. distributive
e. procedural
Q:
How is a complainer different from a noncomplainer?
a. Compared to a complainer, A noncomplainer is more likely to become satisfied with company intervention.
b. Compared to a noncomplainer, a complainer is more likely to return following the exchange.
c. Compared to a noncomplainer, a complainer is less likely to tell others when a company performs poorly.
d. A complainer is not as valuable as a noncomplainer to a firm.
e. A complainer is more likely to be experiencing disgust than a noncomplainer.
Q:
Disgust evokes a(n) _____ response.
a. approach
b. freeze
c. avoidance
d. startle
e. fight
Q:
Which of the following is true about complaining behavior?
a. All customers reporting dissatisfaction complain.
b. Negative approach emotions like anger are most likely to precede complaining behavior.
c. Dissatisfied consumers are more likely to complain than angry consumers.
d. Disgusted consumers are more likely to complain than angry consumers.
e. Price-sensitive consumers are less likely to complain than those who are not price sensitive.
Q:
Which of the following types of behaviors occurs when a consumer actively seeks out someone to share an opinion with regarding a negative consumption event?
a. Complaining behavior
b. Disconfirming behavior
c. Switching behavior
d. Antiloyal behavior
e. Satisficing behavior
Q:
Postconsumption cognitions lead to an affective reaction most conventionally represented by consumer _____.
a. confirmation or disconfirmation
b. association or disassociation
c. excitement or ignorance
d. satisfaction or dissatisfaction
e. agreement or disagreement
Q:
Which of the following terms refers to exchanges between consumers and business that the consumer views as unusually negative?
a. Disconfirmation incident
b. Critical incident
c. Peripheral incident
d. Significant incident
e. Disintegrative incident
Q:
____ justice refers to the extent that consumers believe the processes involved in processing a transaction, performing a service or handling a complaint is fair.
a. Restorative
b. Retributive
c. Distributive
d. Retaliatory
e. Procedural
Q:
Perceptions of justice are included within the _____ cognitions.
a. spatial
b. numerical
c. equity
d. comparative
e. qualitative
Q:
A healthy relationship between a consumer and a marketer enhances value both for the consumer and the marketer.
Q:
When relationship quality is high, the prospects for a continued series of mutually valuable exchanges exist.
Q:
Relationship quality represents the degree of connectedness between a consumer and a retailer.
Q:
True loyalty involves both a continuing series of interactions and feelings of attachment between the customer and the firm.
Q:
Customers who have switched service providers are less likely to become loyal customers when they experience increased hedonic value compared to the previous service provider.
Q:
For experiential types of services, utilitarian value is more strongly related to customer share than is hedonic value.
Q:
For functional types of services, hedonic value is more strongly related to customer share than is utilitarian value.
Q:
Antiloyal consumers are those who will do everything possible to avoid doing business with a particular marketer.
Q:
A firm that concentrates on repeated behavior alone, perhaps by always being convenient, can do well but remains more vulnerable to competitors.
Q:
Consumers with a weak economic orientation display lower customer share with all competitors instead choosing to shop in the place with the current best offer.
Q:
A loyalty card/program is a device that keeps track of the amount of purchasing a consumer has had with a given marketer and once some level is reached, a reward is offered usually in terms of future purchase incentives.
Q:
Consumer inertia means that a consumer will tend to continue a pattern of behavior until some stronger force motivates him or her to change.
Q:
When customers don"t switch, they repeat their purchase behavior over again.
Q:
Customer share represents a behavioral component that is indicative of customer loyalty.
Q:
Market share is also known as share of wallet.
Q:
Under conditions of low competitive intensity and high switching costs, dissatisfied consumers are almost certain to switch.
Q:
Competitive intensity refers to the resources allocated to one brand from among the set of competing brands.
Q:
When competitive intensity is high and switching costs are low, a company is vulnerable to consumers who will switch providers even when customers are satisfied.
Q:
Competitive intensity refers to the number of firms competing for business within a specific category.
Q:
Retailers who build up procedural switching costs may gain temporary repeat purchase behavior, but they fail to establish the connection with the customer that wins them true loyalty.
Q:
Relational switching costs refer to the emotional and psychological consequences of changing from one brand/retailer/service provider to another.
Q:
Financial switching costs consist of the total economic resources that must be spent or invested as a consumer learns how to obtain value from a new product choice.
Q:
Procedural switching costs involve money and emotional consequences.
Q:
Switching costs are the costs associated with changing from one choice to another.
Q:
Switching in a consumer behavior context refers to the times when a consumer chooses a competing choice, rather than the previously purchased choice, on the next purchase occasion.
Q:
A 3rd Party Endorsement represents one form of publicity in which an ostensibly objective outsider (neither the customer nor business) provides publicly available purchase recommendations.
Q:
Online reviews influence the opinions for relatively established brands much more than they do for unfamiliar brands.
Q:
If the relationship with the brand is strong, accepting negative information diminishes the consumer's self-concept.
Q:
Consumers who spread negative WOM without complaining to the company itself are particularly likely not to ever do business with that company again.
Q:
Denials should be made only when the evidence unambiguously supports the actual truth.
Q:
In the social media world, the key is to respond quickly before negative news goes viral.
Q:
Negative public publicity occurs when negative word-of-mouth spreads to a relatively large scale, possibly even involving media coverage.
Q:
Positive WOM occurs when consumers spread information from one to another about positive consumption experiences with companies.
Q:
Negative word-of-mouth (negative WOM) takes place when consumers pass on negative information about a company from one to another.