Question 1

Outline some of the potential consumer responses to dissatisfaction.

Accepted Answer

Consumer responses to dissatisfaction ca

Question 2

It is difficult for consumers to tell why one bleach is better than another.As the market leader,outline three strategies that Clorox bleach might use to promote its product.

Accepted Answer

1. Quality Assurance: Clorox can emphasi

Question 3

When is post-decision dissonance most likely to occur?

Accepted Answer

Post-decision dissonance, also known as

Question 4

When a consumer is satisfied with a brand,they will never switch to another brand.

Accepted Answer

A) True 
 B)False

Question 5

A feeling that one has made the wrong purchase decision is known as

Accepted Answer

A)  impulsiveness. 
B)  response derogation. 
C)  post-decision dissonance. 
D)  post-decision regret. 
E)  decision disposition. 
A)  impulsiveness. 
B)  response derogation. 
C)  post-decision dissonance. 
D)  post-decision regret. 
E)  decision disposition.

Question 6

AT&T advertises that it provides the highest quality phone service.In recent years,however,their phone service has gone dead for large blocks of consumers on a number of occasions.This is an example of

Accepted Answer

A)  positive disconfirmation. 
B)  negative disconfirmation. 
C)  subjective unexpected outcome. 
D)  a disconfirmatory subjunctive experience. 
E)  objective unexpected outcome. 
A)  positive disconfirmation. 
B)  negative disconfirmation. 
C)  subjective unexpected outcome. 
D)  a disconfirmatory subjunctive experience. 
E)  objective unexpected outcome.

Question 7

Explain the disconfirmation paradigm.

Accepted Answer

The disconfirmation paradigm is a theory

Question 8

According to attribution theory,the following factor(s)influence attributions of causality.

Accepted Answer

A)  Accessibility 
B)  Stability, focus, and controllability 
C)  Effect size and strength 
D)  Formal evaluations, feelings, cognitions, and behaviors 
E)  Effect size, strength, and formal evaluations 
A)  Accessibility 
B)  Stability, focus, and controllability 
C)  Effect size and strength 
D)  Formal evaluations, feelings, cognitions, and behaviors 
E)  Effect size, strength, and formal evaluations

Question 9

A negative disconfirmation is when

Accepted Answer

A)  expectations are lower than expected. 
B)  performance is worse than expected. 
C)  retrieval is low. 
D)  there is a negative confirmation bias. 
E)  there is a positive confirmation bias. 
A)  expectations are lower than expected. 
B)  performance is worse than expected. 
C)  retrieval is low. 
D)  there is a negative confirmation bias. 
E)  there is a positive confirmation bias.

Question 10

Dissatisfied consumers could likely do all of the following except

Accepted Answer

A)  take no action. 
B)  discontinue purchasing. 
C)  engage in habitual purchasing. 
D)  complain. 
E)  engage in negative word of mouth. 
A)  take no action. 
B)  discontinue purchasing. 
C)  engage in habitual purchasing. 
D)  complain. 
E)  engage in negative word of mouth.

Question 11

Customer retention is

Accepted Answer

A)  less important than customer satisfaction. 
B)  a goal for marketers who want to develop long-term relationships with their customers. 
C)  the result of marketing promotions. 
D)  an impossible goal that marketers cannot achieve. 
E)  more important before a sale than after it. 
A)  less important than customer satisfaction. 
B)  a goal for marketers who want to develop long-term relationships with their customers. 
C)  the result of marketing promotions. 
D)  an impossible goal that marketers cannot achieve. 
E)  more important before a sale than after it.

Question 12

In terms of customer satisfaction,low-involvement consumers,

Accepted Answer

A)  express higher satisfaction immediately than low-involvement consumers. 
B)  develop hypotheses to test product performance. 
C)  extensively evaluate product attributes. 
D)  are likely to have satisfaction decline over time. 
E)  exhibit lower satisfaction at first, but their satisfaction increases over time. 
A)  express higher satisfaction immediately than low-involvement consumers. 
B)  develop hypotheses to test product performance. 
C)  extensively evaluate product attributes. 
D)  are likely to have satisfaction decline over time. 
E)  exhibit lower satisfaction at first, but their satisfaction increases over time.

Question 13

The disconfirmation paradigm seems to be a strictly cognitive process.Do you agree or disagree? Why?

Accepted Answer

I disagree with the statement that the d

Question 14

It was discovered that several children in the Seattle area had developed food poisoning from eating a hamburger at a Jack-in-the-Box restaurant.In a message to the public,the company reassured consumers that this problem was temporary and would never occur again.This message was appealing to the

Accepted Answer

A)  product evaluations of customers. 
B)  locus of control of the problem. 
C)  permanence of the problem. 
D)  evaluation of the service. 
E)  behavior of the customers. 
A)  product evaluations of customers. 
B)  locus of control of the problem. 
C)  permanence of the problem. 
D)  evaluation of the service. 
E)  behavior of the customers.

Question 15

____ is (are)advantageous to top dogs because consumers will simply confirm existing beliefs and expectations.

Accepted Answer

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

Question 16

When a consumption experience is ambiguous and it is hard to determine product quality,consumers

Accepted Answer

A)  usually form positive evaluations. 
B)  usually form negative evaluations due to the lack of strength of associations. 
C)  find it difficult to form any evaluation of the product. 
D)  tend to support hypotheses derived from advertising or word of mouth. 
E)  find attribute recall very difficult. 
A)  usually form positive evaluations. 
B)  usually form negative evaluations due to the lack of strength of associations. 
C)  find it difficult to form any evaluation of the product. 
D)  tend to support hypotheses derived from advertising or word of mouth. 
E)  find attribute recall very difficult.

Question 17

Satisfaction is critical because it leads to

Accepted Answer

A)  advertising. 
B)  advertising and high-elaboration processing. 
C)  brand-based evaluation of the alternatives. 
D)  repeat purchase, brand loyalty, and positive word of mouth. 
E)  attribute-based evaluation of the alternatives. 
A)  advertising. 
B)  advertising and high-elaboration processing. 
C)  brand-based evaluation of the alternatives. 
D)  repeat purchase, brand loyalty, and positive word of mouth. 
E)  attribute-based evaluation of the alternatives.

Question 18

Describe the types of complainers and how each responds to dissatisfaction.

Accepted Answer

There are several types of complainers,

Question 19

After consumers have made acquisition,consumption,or disposition decisions,they can also evaluate

Accepted Answer

A)  their prepurchase decision-making process. 
B)  the brand evaluation process. 
C)  their judgments. 
D)  the marketing communications process. 
E)  the outcomes of their decisions. 
A)  their prepurchase decision-making process. 
B)  the brand evaluation process. 
C)  their judgments. 
D)  the marketing communications process. 
E)  the outcomes of their decisions.

Question 20

Disposition refers to

Accepted Answer

A)  consumers' moods while shopping. 
B)  getting rid of products once their useful function is over. 
C)  using products after acquisition. 
D)  acquiring products to improve one's mood. 
E)  None of these choices are correct. 
A)  consumers' moods while shopping. 
B)  getting rid of products once their useful function is over. 
C)  using products after acquisition. 
D)  acquiring products to improve one's mood. 
E)  None of these choices are correct.

Outline some of the potential consumer responses to dissatisfaction.

It is difficult for consumers to tell why one bleach is better than another.As the market leader,outline three strategies that Clorox bleach might use to promote its product.

When is post-decision dissonance most likely to occur?

When a consumer is satisfied with a brand,they will never switch to another brand.

A feeling that one has made the wrong purchase decision is known as

AT&T advertises that it provides the highest quality phone service.In recent years,however,their phone service has gone dead for large blocks of consumers on a number of occasions.This is an example of

Explain the disconfirmation paradigm.

According to attribution theory,the following factor(s)influence attributions of causality.

A negative disconfirmation is when

Dissatisfied consumers could likely do all of the following except

Customer retention is

In terms of customer satisfaction,low-involvement consumers,

The disconfirmation paradigm seems to be a strictly cognitive process.Do you agree or disagree? Why?

It was discovered that several children in the Seattle area had developed food poisoning from eating a hamburger at a Jack-in-the-Box restaurant.In a message to the public,the company reassured consumers that this problem was temporary and would never occur again.This message was appealing to the

____ is (are)advantageous to top dogs because consumers will simply confirm existing beliefs and expectations.

When a consumption experience is ambiguous and it is hard to determine product quality,consumers

Satisfaction is critical because it leads to

Describe the types of complainers and how each responds to dissatisfaction.

After consumers have made acquisition,consumption,or disposition decisions,they can also evaluate

Disposition refers to

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

Outline some of the potential consumer responses to dissatisfaction.

It is difficult for consumers to tell why one bleach is better than another.As the market leader,outline three strategies that Clorox bleach might use to promote its product.

When is post-decision dissonance most likely to occur?

When a consumer is satisfied with a brand,they will never switch to another brand.

A feeling that one has made the wrong purchase decision is known as

AT&T advertises that it provides the highest quality phone service.In recent years,however,their phone service has gone dead for large blocks of consumers on a number of occasions.This is an example of

Explain the disconfirmation paradigm.

According to attribution theory,the following factor(s)influence attributions of causality.

A negative disconfirmation is when

Dissatisfied consumers could likely do all of the following except

Customer retention is

In terms of customer satisfaction,low-involvement consumers,

The disconfirmation paradigm seems to be a strictly cognitive process.Do you agree or disagree? Why?

It was discovered that several children in the Seattle area had developed food poisoning from eating a hamburger at a Jack-in-the-Box restaurant.In a message to the public,the company reassured consumers that this problem was temporary and would never occur again.This message was appealing to the

____ is (are)advantageous to top dogs because consumers will simply confirm existing beliefs and expectations.

When a consumption experience is ambiguous and it is hard to determine product quality,consumers

Satisfaction is critical because it leads to

Describe the types of complainers and how each responds to dissatisfaction.

After consumers have made acquisition,consumption,or disposition decisions,they can also evaluate

Disposition refers to

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