Exam 14: Consumption to Satisfaction

In which of the following conditions is a consumer more likely to experience cognitive dissonance?

Mickey is assessing consumer satisfaction with his dry cleaning business by asking the question, "Compared to my expectations, this dry cleaner performs..." with the possible responses ranging from 1 = much worse than I expected to 5 = much better than I expected. Which type of satisfaction measure is this?

Expectations of what a consumer thinks should happen given past experiences with a product or service are called _____.

LOUIS VUITTON SCENARIO Carla purchased a Louis Vuitton Fantaisie Handbag for $1,430 when she was in New York City last weekend. She's always liked this brand but never purchased a real one before this. In fact, she has a counterfeit Louis Vuitton handbag, a wallet, and a scarf. While the counterfeit products look just as good as the real brand, they aren't of the same quality as the legitimate branded products. She was very nervous about spending so much money for a handbag, but the sales lady was so kind and explained the benefits of the brand to her and made her feel very welcome in the store. She explained that consumers can only purchase true Louis Vuitton products at Louis Vuitton stores or from its website. She also explained that if she ever had any problem with her handbag that she should return it to the store for repair or a replacement. All things considered, Carla's experience at the store and her purchase far exceeded anything she had expected. -Refer to Louis Vuitton Scenario. Before entering the Louis Vuitton store in New York City, Carla expected to be treated well considering she was going to spend over $1,000. Which type of expectation did Carla have?

Patty saw a product at a spa that claimed it was a "facelift in a bottle." She asked the salesclerk if the product was really any good because she would like for that to be true. She ended up paying $69.95 for the product and took it home anticipating a positive result from using it. Which emotion was Patty experiencing?

A consumer went to a store and the price that rang up when she was checking out was higher than the price that was advertised on the shelf. This is the third time that this happened to this consumer in this store. According to attribution theory, which element will cause her to likely expect this to happen again?

A mild, negative affective reaction resulting from an unfavorable appraisal of a consumption outcome is consumer_____.

A couple went to a new restaurant for their wedding anniversary, and they were not pleased with either the food or the service. This mild, negative affective reaction resulting from this experience is called consumer _____.

According to attribution theory, if an event is attributed to a product or company, an external attribution is made.

Consumers form expectations based on a number of different sources.

A family had dinner at Longhorn's, a chain of steak restaurants. They all commented that they enjoyed the restaurant and thought the food was good. Which of the following best describes their consumption outcome?

_____ is a mild, positive emotional state resulting from a favorable appraisal of a consumption outcome.

Hank is removing the packaging on his daughter's new Barbie doll. While some of the package can used by her daughter as a prop to use to play with her doll, the rest of it is not necessary and goes in the trash. The packaging that gets thrown away is called _____.

Attribution theory proposes that consumers enter into a consumption experience with predetermined cognitive expectations of a product's performance.

Gwen was not satisfied with her last visit to Starbucks and she attributed the cause to the other customers that were present while she was there. Which element of attribution theory does this represent?

Service quality can be thought of as the overall goodness or badness of a service provided.

The locus element of attribution theory involves the extent to which an outcome was controllable or not.

Goods that are consumed quickly are called _____ goods.

Satisfaction results from a cognitive appraisal, which is sometimes referred to as the satisfaction affect.

Ideal expectations are expectations that a consumer forms regarding what he or she thinks should happen given the level of work that he or she has put into the experience.