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Q:
If a furious consumer becomes violent or tries to vandalize the business, it is known as rancorous revenge.
Q:
Retaliatory revenge is when a consumer yells, insults, and makes a public scene in an effort to harm the business.
Q:
Consumer complaints pay off for the marketers as well as for the consumers.
Q:
Anger evokes an avoidance response, and as a result, an angry consumer avoids a potential confrontation and simply goes away.
Q:
Negative approach emotions like anger are most likely to precede complaining behavior.
Q:
A disgusted or hopeless consumer is more likely to complain than an angry consumer.
Q:
Price sensitive consumers become more loyal post complaint than those with less price sensitivity.
Q:
Consumers high in price sensitivity are less likely to complain than consumers with some indifference about the price paid for a service.
Q:
Dissatisfied consumers are more likely to complain than angry consumers.
Q:
All dissatisfied customers are complainers.
Q:
Complaining behavior occurs when a consumer actively seeks out someone to share an opinion with regarding a negative consumption event.
Q:
Customers who believe a firm has adequately responded to some negative critical incident are likely to become more loyal.
Q:
The term critical incident refers to exchanges between consumers and business that the consumer views as unusually negative.
Q:
Negative postconsumption behaviors can turn into positive value experiences if firms manage them properly.
Q:
Postconsumption cognitions lead to an affective reaction most conventionally represented by consumer satisfaction or dissatisfaction (CS/D).
Q:
Procedural justice refers to the extent that consumers believe the processes involved in processing a transaction, performing a service, or handling a complaint is fair.
Q:
Perceptions of justice are included within the equity cognitions.
Q:
Any packaging that is no longer necessary for consumption to take place is referred to as consumer _____.
a. regret
b. waste
c. remorse
d. nonessentials
e. refuse
Q:
Which of the following consumer satisfaction measures compares the difference between expectations and performance perceptions?
a. Direct, global measure
b. Attribute-specific measure
c. Categorical measure
d. Disconfirmation measure
e. Universal measure
Q:
A market researcher was contacted by a travel firm to assess consumer satisfaction on the travel services provided by the firm. The researcher collected feedback from customers by distributing questionnaires. The questionnaire consisted of ten questions and each question had five options ranging from completely dissatisfied to completely satisfied. One such question from the questionnaire is as follows: How satisfied were you with the accommodation arrangements? Accommodation arrangements Completely dissatisfied Completely satisfied 1
2
3
4
5 This is an example of a(n) _____ measure.
a. direct, global
b. disconfirmation
c. open-ended
d. unstructured
e. attribute-specific
Q:
_____ measures assess a consumer's satisfaction with various components of a product, service, or experience.
a. Attribute-specific
b. Disconfirmation
c. Confirmation
d. Subordinate
e. Direct, global
Q:
An amusement park was recently inaugurated in Tampa, Florida. All the customers who visited the park the first few days were sent a feedback form via email to rate their overall satisfaction on a scale. The form included a set of ten questions with four answer options; completely dissatisfied/dissatisfied/satisfied/completely satisfied. This scale is an example of a(n) _____ measure.
a. attribute-specific
b. disconfirmation
c. unstructured
d. direct, global
e. open-ended
Q:
Which of the following is true of cognitive dissonance?
a. It occurs for all decisions.
b. It occurs merely for unimportant decisions.
c. It occurs when the consumer is unaware of any alternatives.
d. It occurs when the decision involves risk.
e. It occurs when the decision is easy to reverse.
Q:
A consumer is more likely to experience true dissonance following a purchase when _____.
a. the consumer is unaware of any attractive alternatives that may offer comparable value
b. the decision is easy to reverse
c. the decision is perceived as unimportant by the consumer
d. the consumer has low self-confidence
e. the decision is perceived as having minimal risk by the consumer
Q:
Which of the following terms refers to lingering doubts about a decision that has already been made?
a. Buyer's remorse
b. Cognitive dissonance
c. Search regret
d. Buyer's guilt
e. Cognitive inertia
Q:
When Laura went to a particular store, she noticed that the price that rang up when she was billing was much higher than the price that was advertised on the shelf. This was the third time that she experienced the price differences in the same store but that did not stop her from buying at that store. She was extremely satisfied with the quality of the goods and this made her visit the store occasionally. But after the third incident, she started expecting the price difference every time she went to that store. Which of the following elements in the attribution theory corresponds best with Laura's expectation?
a. Locus
b. Disposition
c. Control
d. Authority
e. Stability
Q:
Which of the following elements in the attribution theory refers to the likelihood that an event will occur again in the future?
a. Locus
b. Stability
c. Control
d. Disposition
e. Authority
Q:
When Lori moved into a new house, the phone company was supposed to provide her a phone connection in a month's time. However, a hurricane struck on the day the serviceman was supposed to hook it up. Lori did not get the connection until after several months because of the devastation wrecked by the hurricane. Lori was not mad as she realized that neither did the phone company regulate the weather nor the extent of the destruction caused by the hurricane. Which of the following elements in the attribution theory corresponds best with Lori's realization?
a. Authority
b. Stability
c. Consistency
d. Control
e. Locus
Q:
Which of the following elements in the attribution theory refers to judgments of who is responsible for an event?
a. Locus
b. Control
c. Stability
d. Consistency
e. Reliability
Q:
Gwen was less than happy with her last visit to her favorite coffee shop. She held the manager responsible for the delayed services offered to customers. She attributed the cause to the fact that the management was not well prepared to cater to the sudden rush as they had very few employees present on that particular day. Which element of the attribution theory did Gwen associate with the cause for her perceived dissatisfaction?
a. Locus
b. Reliability
c. Conflict
d. Stability
e. Consistency
Q:
Which of the following theories consists of the three elementslocus, control, and stability?
a. Attribution theory
b. Expectancy/disconfirmation theory
c. Equity theory
d. Balance theory
e. Self-perception theory
Q:
The attribution theory _____.
a. judges actual performance perceptions against an expectations benchmark
b. compares if performance perceptions exactly match with what was expected
c. explains why a certain event has occurred
d. maintains consistency among consumers' beliefs
e. compares consumers' own level of inputs and outcomes to those of another party
Q:
Which of the following terms captures how fairly a consumer believes he/she is treated when dealing with service personnel in resolving some issue?
a. Retributive fairness
b. Procedural fairness
c. Restorative fairness
d. Distributive fairness
e. Interactional fairness
Q:
The way a consumer judges the outcomes of an exchange is known as _____ fairness.
a. retributive
b. procedural
c. restorative
d. distributive
e. interactional
Q:
Which of the following is a postconsumption reactions theory?
a. Need hierarchy theory
b. Theory X and Theory Y
c. Self-determination theory
d. Equity theory
e. Situational theory
Q:
Which of the following theories proposes that consumers cognitively compare their own level of inputs and outcomes to those of another party in an exchange?
a. Attribution theory
b. Expectancy/disconfirmation theory
c. Equity theory
d. Balance theory
e. Self-perception theory
Q:
The level of a particular benefit that will lead to a valued end state is referred to as a(n) _____.
a. expectation
b. attribution
c. desire
d. need
e. confirmation
Q:
The overall goodness or badness of a service provided is referred to as service _____.
a. factor
b. recovery
c. variability
d. quality
e. level
Q:
When Sam's friends decided to celebrate his birthday at Grace's Steaks, a popular steakhouse, Sam was uncertain as he had his reservations against the quality of meat served there. On the day of the party, though everyone enjoyed dinner, Sam still harbored his misgivings about the place. Which of the following theories best explains Sam's postconsumption evaluation of Grace's Steaks?
a. Attribution theory
b. Equity theory
c. Self-perception theory
d. Theory X and Theory Y
e. Hierarchy of needs theory
Q:
Which of the following theories states that consumers are motivated to act in accordance with their attitudes and behaviors?
a. Expectancy theory
b. Attribution theory
c. Self-perception theory
d. Equity theory
e. Balance theory
Q:
When Harry bought a phone, he chose the one recommended by the retailer even though he had his apprehensions regarding the performance of that particular phone. After he used it for a week, he got to know from various sources that the Bluetooth connectivity on the particular brand of phone he bought was flawed. Harry decided to return his phone even though his friends told him that its battery life was far superior to other brands. Which of the following is most likely responsible for Harry's decision to return his phone?
a. Confirmatory bias
b. Backfire effect
c. Cognitive inertia
d. Cognitive dissonance
e. Bandwagon effect
Q:
_____ is the phenomenon that occurs when expectations affect performance perceptions.
a. Confirmatory bias
b. Backfire effect
c. Cognitive inertia
d. Cognitive dissonance
e. Bandwagon effect
Q:
Denise thinks she should get a bigger bonus than her co-workers as she has been selling more of the company's products than the others. This is an example of a(n) _____ expectation.
a. relative
b. predictive
c. ideal
d. normative
e. equitable
Q:
Expectations that a consumer forms regarding what he or she thinks should or ought to happen given the level of work that he or she has put into the experience are called _____ expectations.
a. ideal
b. relative
c. equitable
d. predictive
e. normative
Q:
Holly wants to have an extravagant wedding on an exotic, tropical island. She dreams that the weather will be perfect and that all her friends and family will have the most memorable time of their lives. This describes Holly's _____ expectations with regard to this event.
a. predictive
b. normative
c. ideal
d. equitable
e. relative
Q:
When James's friend bought a convertible from a particular automobile company, James was apprehensive because he had had a bad experience with a car from the same company. James' apprehension toward his friend's purchase is an example of a(n) _____ expectation.
a. relative
b. ideal
c. equitable
d. introspective
e. normative
Q:
Expectations of what a consumer thinks should happen given past experiences with a product or service are called _____ expectations.
a. relative
b. predictive
c. ideal
d. normative
e. equitable
Q:
Edward, who is planning to get himself a pre-owned car, did not visit any dealerships as he expects a good deal from his friend who sells pre-owned cars. Edward's expectation is an example of a(n) _____ expectation.
a. relative
b. predictive
c. ideal
d. equitable
e. normative
Q:
Expectations that form about what a consumer thinks will actually occur during an experience are called _____ expectations.
a. predictive
b. normative
c. equitable
d. ideal
e. relative
Q:
Which of the following is a fundamental emotion evoked by negative, anticipatory appraisals which signal uncertainty about a negative outcome?
a. Envy
b. Fear
c. Hope
d. Surprise
e. Anger
Q:
Patty saw a product at a spa that claimed it was a "facelift in a bottle." She asked the salesclerk if the claim was true. The salesclerk guaranteed Patty that the effects would be visible if the product was used regularly. Patty paid $69.95 for the product and took it home anticipating a positive result from using it. Which of the following best reflects Patty's expectation from the product?
a. Respite
b. Hope
c. Anxiety
d. Surprise
e. Relief
Q:
Expectations are the cognitive component of _____.
a. dissonance
b. confirmation
c. anticipation
d. consumption frequency
e. meaning transference
Q:
Which of the following is a fundamental emotion evoked by positive, anticipatory appraisals which signal uncertainty about a positive outcome?
a. Curiosity
b. Desire
c. Hope
d. Anxiety
e. Surprise
Q:
Jane is eagerly looking forward to attend the summer festival that will take place over the next few weeks as she believes that it will be a fun event. Jane's belief is a reflection of her _____ from the event.
a. substantiations
b. expectations
c. premeditations
d. confirmations
e. temptations
Q:
Preconsumption beliefs concerning what will occur during an exchange and/or consumption of a product are known as _____.
a. premeditations
b. perceptions
c. confirmations
d. temptations
e. expectations
Q:
According to the expectancy/disconfirmation theory, when performance perceptions exactly match what was expected, then _____ occurs.
a. positive disconfirmation
b. negative disconfirmation
c. confirmation
d. dissatisfaction
e. reverse expectation
Q:
Which of the following leads to consumer satisfaction?
a. Positive disconfirmation
b. Negative disconfirmation
c. Neutral confirmation
d. Reverse expectation
e. Perceptual expectation
Q:
According to the expectancy/disconfirmation theory, when performance perceptions do not meet expectations, _____ occurs.
a. confirmation
b. positive disconfirmation
c. neutral disconfirmation
d. negative disconfirmation
e. satisfaction
Q:
According to the expectancy/disconfirmation theory, when performance perceptions are more positive than what was expected, _____ occurs.
a. positive disconfirmation
b. negative disconfirmation
c. dissatisfaction
d. confirmation
e. positive expectation
Q:
Which of the following theories proposes that consumers enter into a consumption experience with predetermined cognitive expectations of consumption against which the actual perceptions are judged?
a. Cognitive attribution theory
b. Expectancy/disconfirmation theory
c. Path-goal theory
d. Equity theory
e. Balance theory
Q:
A mild, negative affective reaction resulting from an unfavorable appraisal of a consumption outcome is known as consumer _____.
a. dissatisfaction
b. disgust
c. regret
d. dissonance
e. disconfirmation
Q:
Which of the following statements is true of consumer satisfaction?
a. It is a relatively enduring consumer trait.
b. It results from an unfavorable appraisal of a consumption outcome.
c. It is a postconsumption phenomenon as it is a reaction to an outcome.
d. It is a strong emotion that creates relatively strong behavioral reactions.
e. It functions as the single existing postconsumption emotion for consumers.
Q:
_____ is a mild, positive emotional state resulting from a favorable appraisal of a consumption outcome.
a. Cognitive dissonance
b. Cognitive transference
c. Consumer attribution
d. Consumer satisfaction
e. Neutral disconfirmation
Q:
Prior to the 1930s, diamond engagement rings did not enjoy much significance in the United States. However, persistent promotions by diamond companies such as associating diamond as symbolic of the "forever" element in marriage, diamond engagement rings have now become the norm, so much so that now, it has become a cultural requirement. Which of the following accounts for the cultural significance gained by diamond engagement rings?
a. Distributive fairness
b. Meaning transference
c. Consumption frequency
d. Positive disconfirmation
e. Cognitive dissonance
Q:
The process through which cultural ideals or values are shifted into products and then to consumers is known as _____.
a. consumption frequency
b. cognitive dissonance
c. meaning transference
d. distributive fairness
e. positive disconfirmation
Q:
Jake has a passion for collecting old watches. He's particularly interested in those from the 1920s because they have a history behind them. He has learned that some of them are fake. Therefore, he takes the watches to an appraiser to ensure that they are genuine before he agrees to purchase them. Jake is concerned with the _____ of the watches.
a. canonicity
b. periodicity
c. reliability
d. stability
e. authenticity
Q:
The number of times a product or service is consumed in a given time period is known as consumption _____.
a. amount
b. value
c. replacement
d. replenishment
e. frequency
Q:
Services and experiences are usually classified as _____ by default.
a. durable
b. nondurable
c. nonperishable
d. degradable
e. recyclable
Q:
Soft drinks and facial tissues are examples of _____ goods.
a. durable
b. nondurable
c. virtual
d. nondegradable
e. nonperishable
Q:
Which of the following is an example of a nondurable good?
a. An air conditioner
b. A bottle of water
c. Furniture
d. A washing machine
e. Cutlery
Q:
Goods that are consumed quickly are known as _____ goods.
a. durable
b. nondurable
c. recyclable
d. nondegradable
e. nonperishable
Q:
Which of the following is an example of a durable good?
a. An air conditioner
b. A bottle of water
c. A facial cream
d. A toilet paper roll
e. A bottle of perfume
Q:
Automobiles and refrigerators are examples of _____ goods.
a. durable
b. nondurable
c. perishable
d. recyclable
e. degradable
Q:
Goods that are consumed over long periods of time are known as _____ goods.
a. degradable
b. nondurable
c. perishable
d. durable
e. virtual
Q:
Trashing cuts down on garbage while providing raw materials for other new products.
Q:
Consumer refuse is any packaging that is no longer necessary for consumption to take place or, in some cases, the actual good that is no longer providing value to the consumer.
Q:
Packrats possess a lifestyle trait leading to a strong tendency toward retaining consumption-related possessions.
Q:
Analysis of typical consumer responses to a direct, global measure scale indicates that the data are right skewed.
Q:
Cognitive dissonance refers to lingering doubts about a decision that has already been made.
Q:
A self-ascribed event occurs when a consumer blames himself or herself for a bad event.