Exam 6: Consumer Behavior

Assume you are the manager of a resort property that is close to the mountains,to several recreational sites,and to a few luxury restaurants and stores.How would you manage customer expectations to enhance postpurchase satisfaction? Be specific.

In the consumer decision process,we decide how much time and effort to expend searching for information based partly on

The consumer decision process begins with a comparison of available alternatives.

Using examples,describe the difference between impulse buying and habitual decision making.

Kathy has naturally curly hair and has often been disappointed with the haircuts she has received.When she moved to a new town,she approached her new office mates and several strangers with curly hair and asked them where they had their hair cut.She chose to spend considerable effort finding a new hair stylist based on the __________ associated with her purchase decision.

Laura has an almost-new economy car,but she wants a Ford Mustang because she thinks it would be exciting to own one.If she decides to purchase a sports car such as the Mustang,she will be primarily fulfilling a __________ need.

How does the shopping situation affect consumer behavior,both positively and negatively?

Dawn flies regularly between Atlanta and Los Angeles.She almost always uses Delta Airlines and has lots of Delta Sky Miles credit (Delta's frequent-flyer program).Still,she uses an online fare comparison website each time to see if a competitor has a better price or a more convenient schedule.Dawn uses __________ to decide which airline to fly.

Customers are more likely to talk about service that exceeded their expectation than about service that did not meet their expectation.

The consumer's level of involvement can lead to two types of buying decisions: __________ or

Marketers particularly want their brands and products to be in consumers' __________ sets.

When Hakim asked Marta where she wanted to go for lunch,she said Chili's because she went there at least once a week and always liked it.Marta conducted an internal search for information.

Jason usually buys Nike shoes,so when his friend asked him what shoes he should buy,he said Nike without thinking about it.Jason's response was an evoked set.

Briefly discuss the tax tactics employed by H&R Block,and explain how the advanced data analytics platform,Domo,assists the company in making decisions about its business.

Define the term postpurchase cognitive dissonance and give an example of when this happened to you.Then explain what the company could have done to lessen your dissonance.

Pam didn't go see the movie Gravity because her friends all said she wouldn't be able to handle it.When she found out how good it was,she blamed her friends.Pam is demonstrating an internal locus of control.

Why are attitudes important in consumer decision making?

After Sharon graduated from college,she found a steady and good-paying job,got married and began to raise a family,and began to receive recognition at work and in the community.Eventually,she began to devote more time and effort to intellectual and aesthetic pursuits.Sharon is moving up to what level on Maslow's Hierarchy of Needs?

Marketers often use principles and theories from sociology and psychology to better understand consumers' actions and to

Brenda was planning a small dinner party,and had gone to a new specialty food store with coupons she'd found in the food section of the paper.At the store she also found a "buy one,get one free" deal,and a gift offered with the purchase of a particular dessert.She altered the menu as a result of the __________ and ended up spending less than she'd planned.