Question 1

In the context of consumer learning, when motivation is low, consumers will:

Accepted Answer

A)  rely less on hypothesis testing. 
B)  rely less on classical conditioning. 
C)  generate a number of hypotheses to match the learning. 
D)  rely less on operant conditioning. 
E)  actively engage in the process of learning from experience. 
A)  rely less on hypothesis testing. 
B)  rely less on classical conditioning. 
C)  generate a number of hypotheses to match the learning. 
D)  rely less on operant conditioning. 
E)  actively engage in the process of learning from experience. A

Question 2

Which of the following statements is true of post-decision regret?

Accepted Answer

A)  It occurs especially when a decision can be reversed. 
B)  It occurs especially when there is a lot of information about the nonchosen alternatives. 
C)  It occurs when there is a negative outcome from a chosen alternative. 
D)  It occurs when there is no change from the norm or status quo. 
E)  It occurs when there is a positive feeling about a disposition decision. 
A)  It occurs especially when a decision can be reversed. 
B)  It occurs especially when there is a lot of information about the nonchosen alternatives. 
C)  It occurs when there is a negative outcome from a chosen alternative. 
D)  It occurs when there is no change from the norm or status quo. 
E)  It occurs when there is a positive feeling about a disposition decision. C

Question 3

In the context of disposition, describe motivation and opportunity to recycle.

Accepted Answer

Motivation to recycle can come from a desire to protect the environment, conserve natural resources, and reduce waste. People may be motivated to recycle because they believe it is the right thing to do for future generations and the planet. Additionally, recycling can also be motivated by the potential economic benefits, such as saving money on waste disposal and creating new jobs in the recycling industry.

Opportunity to recycle refers to the availability of recycling programs, facilities, and resources. When individuals have access to convenient recycling options, such as curbside pickup or drop-off locations, they are more likely to take advantage of the opportunity to recycle. Additionally, businesses and organizations can create opportunities for recycling by providing recycling bins, educating employees and customers about recycling practices, and partnering with recycling companies. Overall, motivation and opportunity are key factors in promoting recycling behavior and increasing the overall rate of recycling in a community or society.

Question 4

When a consumer is highly motivated to learn, and evidence about the top dog is unambiguous, the marketer simply needs to try:

Accepted Answer

A)  encoding the evidence. 
B)  creating a framework. 
C)  reinforcing the competitive brands.​ 
D)  blocking exposure to evidence. 
E)  explaining the experience. 
A)  encoding the evidence. 
B)  creating a framework. 
C)  reinforcing the competitive brands.​ 
D)  blocking exposure to evidence. 
E)  explaining the experience.

Question 5

Post-decision dissonance is a feeling of elation after a purchase.

Accepted Answer

A) True 
 B)False

Question 6

In the context of customer satisfaction, low-involvement consumers:

Accepted Answer

A)  express high satisfaction immediately after a purchase. 
B)  develop hypotheses to test product performance. 
C)  extensively evaluate product attributes and features. 
D)  rely on others to make good choices for them. 
E)  exhibit satisfaction that increases over time after a purchase. 
A)  express high satisfaction immediately after a purchase. 
B)  develop hypotheses to test product performance. 
C)  extensively evaluate product attributes and features. 
D)  rely on others to make good choices for them. 
E)  exhibit satisfaction that increases over time after a purchase.

Question 7

In the context of service recovery, which of the following should businesses do when customers respond aggressively to a problem?

Accepted Answer

A)  Remind customers of their contract of purchase 
B)  Give customers choices to allow them to feel in control of the situation 
C)  Give customers a rational response explaining the situation 
D)  Offer customers a discount on all the products to rebuild their satisfaction levels 
E)  Sincerely apologize to the customers 
A)  Remind customers of their contract of purchase 
B)  Give customers choices to allow them to feel in control of the situation 
C)  Give customers a rational response explaining the situation 
D)  Offer customers a discount on all the products to rebuild their satisfaction levels 
E)  Sincerely apologize to the customers

Question 8

Briefly explain the customer-retention strategy.

Accepted Answer

A customer-retention strategy is a plan

Question 9

Voicers are angry consumers who engage heavily in all types of complaining, including to a third party.

Accepted Answer

A) True 
 B)False

Question 10

When consumers are highly motivated to learn, the top dog can encourage consumers not to acquire new information, which is called _____.

Accepted Answer

A)  infill of information 
B)  creating a temporary framework 
C)  agenda regeneration 
D)  blocking exposure to evidence 
E)  hurdles to experience 
A)  infill of information 
B)  creating a temporary framework 
C)  agenda regeneration 
D)  blocking exposure to evidence 
E)  hurdles to experience

Question 11

In the context of disposition, briefly discuss the differences between emotional detachment and physical detachment.

Accepted Answer

Emotional detachment refers to the abili

Question 12

Market share turns out to be a strong positive predictor of a company's future customer satisfaction, because consumers prefer many choices in the marketplace.

Accepted Answer

A) True 
 B)False

Question 13

Consumers can acquire knowledge by direct experience, which is often more marketer-controlled.

Accepted Answer

A) True 
 B)False

Question 14

_____ are advantageous to top dogs because consumers will simply confirm existing beliefs and expectations and be overconfident, particularly when the motivation to learn is low.

Accepted Answer

A)  Avoidance biases 
B)  Limitations to learning 
C)  Withdrawal symptoms 
D)  Bad product experiences 
E)  Ambiguity biases 
A)  Avoidance biases 
B)  Limitations to learning 
C)  Withdrawal symptoms 
D)  Bad product experiences 
E)  Ambiguity biases

Question 15

Ned was confused about which computer to buy. He finally purchases a Redhane computer. However, owing to his earlier confusion, he feels uneasy even after the purchase and hence seeks information from magazines and friends who are favorable to Redhane and unfavorable to other brands. In this scenario, Ned is probably trying to:

Accepted Answer

A)  increase brand awareness. 
B)  reduce post-decision dissonance. 
C)  decrease brand imaging for the other brands. 
D)  enhance post-purchase regret. 
E)  prevent confirmation bias. 
A)  increase brand awareness. 
B)  reduce post-decision dissonance. 
C)  decrease brand imaging for the other brands. 
D)  enhance post-purchase regret. 
E)  prevent confirmation bias.

Question 16

Ted discovered that the white dust on his donuts was not powdered sugar but mold. When he returned the donuts to the supermarket he purchased them from, the manager there gave him two new boxes of donuts for free and explained that the problem was temporary and that the products came from the supplier and, therefore, was not under the supermarket's control. This scenario exemplifies:

Accepted Answer

A)  schematic theory. 
B)  cause-and-effect modeling. 
C)  functionalist theory. 
D)  sociological modeling. 
E)  attribution theory. 
A)  schematic theory. 
B)  cause-and-effect modeling. 
C)  functionalist theory. 
D)  sociological modeling. 
E)  attribution theory.

Question 17

The negative feeling that one should have made another purchase, consumption, or disposition decision than one actually did is referred to as _____.

Accepted Answer

A)  impulsiveness 
B)  purchase derogation 
C)  post-consumption dissonance 
D)  post-decision regret 
E)  decision disposition 
A)  impulsiveness 
B)  purchase derogation 
C)  post-consumption dissonance 
D)  post-decision regret 
E)  decision disposition

Question 18

The feeling that consumers experience such as distress, sadness, regret, disgust, or anger after a purchase decision, consumption experience, or disposition decision is referred to as _____.

Accepted Answer

A)  goal congruence 
B)  dissatisfaction 
C)  expectation confirmation 
D)  withdrawal 
E)  schema disconnection 
A)  goal congruence 
B)  dissatisfaction 
C)  expectation confirmation 
D)  withdrawal 
E)  schema disconnection

Question 19

A product, service, or brand that is the market leader or has a large market share is called an underdog.

Accepted Answer

A) True 
 B)False

Question 20

To reduce dissonance, a search is conducted that is designed to make the chosen alternative less attractive and the rejected ones more attractive.

Accepted Answer

A) True 
 B)False

In the context of consumer learning, when motivation is low, consumers will:

Which of the following statements is true of post-decision regret?

In the context of disposition, describe motivation and opportunity to recycle.

When a consumer is highly motivated to learn, and evidence about the top dog is unambiguous, the marketer simply needs to try:

Post-decision dissonance is a feeling of elation after a purchase.

In the context of customer satisfaction, low-involvement consumers:

In the context of service recovery, which of the following should businesses do when customers respond aggressively to a problem?

Briefly explain the customer-retention strategy.

Voicers are angry consumers who engage heavily in all types of complaining, including to a third party.

When consumers are highly motivated to learn, the top dog can encourage consumers not to acquire new information, which is called _____.

In the context of disposition, briefly discuss the differences between emotional detachment and physical detachment.

Market share turns out to be a strong positive predictor of a company's future customer satisfaction, because consumers prefer many choices in the marketplace.

Consumers can acquire knowledge by direct experience, which is often more marketer-controlled.

_____ are advantageous to top dogs because consumers will simply confirm existing beliefs and expectations and be overconfident, particularly when the motivation to learn is low.

The negative feeling that one should have made another purchase, consumption, or disposition decision than one actually did is referred to as _____.

The feeling that consumers experience such as distress, sadness, regret, disgust, or anger after a purchase decision, consumption experience, or disposition decision is referred to as _____.

A product, service, or brand that is the market leader or has a large market share is called an underdog.

To reduce dissonance, a search is conducted that is designed to make the chosen alternative less attractive and the rejected ones more attractive.

Understanding Consumer Behavior

Motivation, Ability, and Opportunity

From Exposure to Comprehension

Memory and Knowledge

Attitudes Based on High Effort

Attitudes Based on Low Effort

Problem Recognition and Information Search

Judgment and Decision Making Based on High Effort

Judgment and Decision Making Based on Low Effort

Social Influences on Consumer Behavior

Consumer Diversity

Household and Social Class Influences

Psychographics: Values, Personality, and Lifestyles

Innovations: Adoption, Resistance, and Diffusion

Symbolic Consumer Behavior

Marketing, Ethics, and Social Responsibility in Today's Consumer Society

Filters

Exam 10: Post-Decision Processes

In the context of consumer learning, when motivation is low, consumers will:

Which of the following statements is true of post-decision regret?

In the context of disposition, describe motivation and opportunity to recycle.

When a consumer is highly motivated to learn, and evidence about the top dog is unambiguous, the marketer simply needs to try:

Post-decision dissonance is a feeling of elation after a purchase.

In the context of customer satisfaction, low-involvement consumers:

In the context of service recovery, which of the following should businesses do when customers respond aggressively to a problem?

Briefly explain the customer-retention strategy.

Voicers are angry consumers who engage heavily in all types of complaining, including to a third party.

When consumers are highly motivated to learn, the top dog can encourage consumers not to acquire new information, which is called _____.

In the context of disposition, briefly discuss the differences between emotional detachment and physical detachment.

Market share turns out to be a strong positive predictor of a company's future customer satisfaction, because consumers prefer many choices in the marketplace.

Consumers can acquire knowledge by direct experience, which is often more marketer-controlled.

_____ are advantageous to top dogs because consumers will simply confirm existing beliefs and expectations and be overconfident, particularly when the motivation to learn is low.

The negative feeling that one should have made another purchase, consumption, or disposition decision than one actually did is referred to as _____.

The feeling that consumers experience such as distress, sadness, regret, disgust, or anger after a purchase decision, consumption experience, or disposition decision is referred to as _____.

A product, service, or brand that is the market leader or has a large market share is called an underdog.

To reduce dissonance, a search is conducted that is designed to make the chosen alternative less attractive and the rejected ones more attractive.

Understanding Consumer Behavior

Motivation, Ability, and Opportunity

From Exposure to Comprehension

Memory and Knowledge

Attitudes Based on High Effort

Attitudes Based on Low Effort

Problem Recognition and Information Search

Judgment and Decision Making Based on High Effort

Judgment and Decision Making Based on Low Effort

Social Influences on Consumer Behavior

Consumer Diversity

Household and Social Class Influences

Psychographics: Values, Personality, and Lifestyles

Innovations: Adoption, Resistance, and Diffusion

Symbolic Consumer Behavior

Marketing, Ethics, and Social Responsibility in Today's Consumer Society

Filters