Exam 14: Customer Satisfaction, loyalty, and Empowerment

Postpurchase dissonance is more likely to occur when inexpensive products are purchased.

Marketers address postpurchase dissonance by providing their customers with reassuring communication.

People who use every Internet site possible to bash a company are called _____.

A customer is _____ when an offering meets his/ her expectations.

_____ purchases are a form of behavioral loyalty.

Customer satisfaction is a feeling that a person experiences when an offering meets his or her expectations.

A warranty is a(n)_____ by a seller that an offering will perform as he/she said it would.

Loyalty programs affect the longevity of customers by reducing their switching costs.

The longevity effect results in:

Overstating an offering's performance level indicates a _____ gap.

Switching costs refer to the costs associated with moving to a(n)_____ of an offering.

A company should avoid setting expectations _____ in addition to setting them _____.

The amount of word of mouth taking place in the marketplace is known as _____.

_____ is a term that was created to suggest that marketers should always seek approval to sell or to offer buyers marketing messages.

The _____ prohibits the use of e-mail,fax,and other technology to randomly send messages to potential consumers.

Early research on loyalty showed that loyal customers were more willing to overlook a problem related to the brand.

Under-using permission marketing has lead to the creation of dump accounts.

What does responsiveness by a company entail?

Sugging is illegal because it is unfair.

Effective customer satisfaction measures have _____.