Question 1

One problem with satisfaction measures is that they are right skewed.

Accepted Answer

A) True 
 B)False

Question 2

Define consumer refuse and list the disposal alternatives available to consumers. Which alternatives do you use most often?

Accepted Answer

Consumer refuse is any packaging

Question 3

Social comparison theory proposes that consumers cognitively compare their own level of inputs and outcomes to those of another party in an exchange.

Accepted Answer

A) True 
 B)False

Question 4

All services are nondurable goods.

Accepted Answer

A) True 
 B)False

Question 5

_____ means something is real and genuine and has a history or tradition.

Accepted Answer

A)  Authenticity 
B)  Transference 
C)  Assimilation 
D)  Unique 
E)  Credibility 
A)  Authenticity 
B)  Transference 
C)  Assimilation 
D)  Unique 
E)  Credibility

Question 6

Satisfaction measures that assess a consumer's satisfaction with various components of a product, service, or experience are called _____.

Accepted Answer

A)  attribute specific measures 
B)  disconfirmation measures 
C)  confirmation measures 
D)  subordinate measures 
E)  direct, global measures 
A)  attribute specific measures 
B)  disconfirmation measures 
C)  confirmation measures 
D)  subordinate measures 
E)  direct, global measures

Question 7

The most commonly accepted theory of consumer satisfaction is _____.

Accepted Answer

A)  attribution theory 
B)  balance theory 
C)  expectancy/disconfirmation theory 
D)  equity theory 
E)  satisfaction/dissatisfaction theory 
A)  attribution theory 
B)  balance theory 
C)  expectancy/disconfirmation theory 
D)  equity theory 
E)  satisfaction/dissatisfaction theory

Question 8

Consumer expectations can directly impact satisfaction, but only when the consumer has very little involvement.

Accepted Answer

A) True 
 B)False

Question 9

According to the expectancy/disconfirmation theory, when performance perceptions are more positive than what was expected, _____ occurs.

Accepted Answer

A)  positive disconfirmation 
B)  negative disconfirmation 
C)  disconfirmation 
D)  confirmation 
E)  positive expectation 
A)  positive disconfirmation 
B)  negative disconfirmation 
C)  disconfirmation 
D)  confirmation 
E)  positive expectation

Question 10

When performance perceptions are more positive than what was expected, positive disconfirmation occurs.

Accepted Answer

A) True 
 B)False

Question 11

Research has indicated that when expectations are not held with a strong degree of confidence, both disconfirmation and perceived performance affect satisfaction.

Accepted Answer

A) True 
 B)False

Question 12

An inequitable exchange can occur when a consumer believes that another customer has been treated more favorably.

Accepted Answer

A) True 
 B)False

Question 13

James purchased a Honda Accord and expects that he will like it just as much as he did his previous Honda Accord. Which type of expectations is James experiencing?

Accepted Answer

A)  realistic expectations 
B)  ideal expectations 
C)  quality expectations 
D)  confirmational expectations 
E)  normative expectations 
A)  realistic expectations 
B)  ideal expectations 
C)  quality expectations 
D)  confirmational expectations 
E)  normative expectations

Question 14

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

Accepted Answer

A)  Confirmation 
B)  Disconfirmation 
C)  Service variability 
D)  Service quality 
E)  Servicscapes 
A)  Confirmation 
B)  Disconfirmation 
C)  Service variability 
D)  Service quality 
E)  Servicscapes

Question 15

Many consumer researchers advocate a theory that proposes that consumers cognitively compare their own level of inputs and outcomes to those of another party in an exchange. Which theory are these researchers advocating?

Accepted Answer

A)  attribution theory 
B)  expectancy/disconfirmation theory 
C)  equity theory 
D)  balance theory 
E)  elaboration likelihood theory 
A)  attribution theory 
B)  expectancy/disconfirmation theory 
C)  equity theory 
D)  balance theory 
E)  elaboration likelihood theory

Question 16

Durable goods _____.

Accepted Answer

A)  are usually consumed quickly 
B)  have a high consumption frequency 
C)  require the consumer to go through the consumption process whereas nondurable goods do not 
D)  are usually consumed over a long period of time 
E)  cannot be services 
A)  are usually consumed quickly 
B)  have a high consumption frequency 
C)  require the consumer to go through the consumption process whereas nondurable goods do not 
D)  are usually consumed over a long period of time 
E)  cannot be services

Question 17

With regard to attribution theory, which element refers to the likelihood that an event will occur again in the future?

Accepted Answer

A)  locus 
B)  stability 
C)  control 
D)  prediction 
E)  expectation 
A)  locus 
B)  stability 
C)  control 
D)  prediction 
E)  expectation

Question 18

Cognitive dissonance refers to lingering doubts about a decision that has already been made.

Accepted Answer

A) True 
 B)False

Question 19

One problem with most satisfaction measures is that they result in data that are _____, meaning that the bulk of consumers indicate that they are satisfied or completely satisfied.

Accepted Answer

A)  right skewed 
B)  left skewed 
C)  positive skewed 
D)  negative skewed 
E)  non-linear 
A)  right skewed 
B)  left skewed 
C)  positive skewed 
D)  negative skewed 
E)  non-linear

Question 20

According to the disconfirmation element of attribution theory, a consumer assesses whether an outcome was controllable or not.

Accepted Answer

A) True 
 B)False

One problem with satisfaction measures is that they are right skewed.

Define consumer refuse and list the disposal alternatives available to consumers. Which alternatives do you use most often?

Social comparison theory proposes that consumers cognitively compare their own level of inputs and outcomes to those of another party in an exchange.

All services are nondurable goods.

_____ means something is real and genuine and has a history or tradition.

Satisfaction measures that assess a consumer's satisfaction with various components of a product, service, or experience are called _____.

The most commonly accepted theory of consumer satisfaction is _____.

Consumer expectations can directly impact satisfaction, but only when the consumer has very little involvement.

According to the expectancy/disconfirmation theory, when performance perceptions are more positive than what was expected, _____ occurs.

When performance perceptions are more positive than what was expected, positive disconfirmation occurs.

Research has indicated that when expectations are not held with a strong degree of confidence, both disconfirmation and perceived performance affect satisfaction.

An inequitable exchange can occur when a consumer believes that another customer has been treated more favorably.

James purchased a Honda Accord and expects that he will like it just as much as he did his previous Honda Accord. Which type of expectations is James experiencing?

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

Many consumer researchers advocate a theory that proposes that consumers cognitively compare their own level of inputs and outcomes to those of another party in an exchange. Which theory are these researchers advocating?

Durable goods _____.

With regard to attribution theory, which element refers to the likelihood that an event will occur again in the future?

Cognitive dissonance refers to lingering doubts about a decision that has already been made.

One problem with most satisfaction measures is that they result in data that are _____, meaning that the bulk of consumers indicate that they are satisfied or completely satisfied.

According to the disconfirmation element of attribution theory, a consumer assesses whether an outcome was controllable or not.

What Is CB and Why Should I Care

Value and the Consumer Behavior Value Framework

Consumer Learning Starts Here: Perception

Comprehension, Memory, and Cognitive Learning

Motivation and Emotion: Driving Consumer Behavior

Personality, Lifestyles, and the Self-Concept

Attitudes and Attitude Change

Consumer Culture

Microcultures

Group and Interpersonal Influence

Consumers in Situations

Decision Making I: Need Recognition and Search

Decision Making Ii: Alternative Evaluation and Choice

Consumer Relationships

Consumer and Marketing Misbehavior

Filters

Exam 14: Consumption to Satisfaction

One problem with satisfaction measures is that they are right skewed.

Define consumer refuse and list the disposal alternatives available to consumers. Which alternatives do you use most often?

Social comparison theory proposes that consumers cognitively compare their own level of inputs and outcomes to those of another party in an exchange.

All services are nondurable goods.

_____ means something is real and genuine and has a history or tradition.

Satisfaction measures that assess a consumer's satisfaction with various components of a product, service, or experience are called _____.

The most commonly accepted theory of consumer satisfaction is _____.

Consumer expectations can directly impact satisfaction, but only when the consumer has very little involvement.

According to the expectancy/disconfirmation theory, when performance perceptions are more positive than what was expected, _____ occurs.

When performance perceptions are more positive than what was expected, positive disconfirmation occurs.

Research has indicated that when expectations are not held with a strong degree of confidence, both disconfirmation and perceived performance affect satisfaction.

An inequitable exchange can occur when a consumer believes that another customer has been treated more favorably.

James purchased a Honda Accord and expects that he will like it just as much as he did his previous Honda Accord. Which type of expectations is James experiencing?

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

Many consumer researchers advocate a theory that proposes that consumers cognitively compare their own level of inputs and outcomes to those of another party in an exchange. Which theory are these researchers advocating?

Durable goods _____.

With regard to attribution theory, which element refers to the likelihood that an event will occur again in the future?

Cognitive dissonance refers to lingering doubts about a decision that has already been made.

One problem with most satisfaction measures is that they result in data that are _____, meaning that the bulk of consumers indicate that they are satisfied or completely satisfied.

According to the disconfirmation element of attribution theory, a consumer assesses whether an outcome was controllable or not.

What Is CB and Why Should I Care

Value and the Consumer Behavior Value Framework

Consumer Learning Starts Here: Perception

Comprehension, Memory, and Cognitive Learning

Motivation and Emotion: Driving Consumer Behavior

Personality, Lifestyles, and the Self-Concept

Attitudes and Attitude Change

Consumer Culture

Microcultures

Group and Interpersonal Influence

Consumers in Situations

Decision Making I: Need Recognition and Search

Decision Making Ii: Alternative Evaluation and Choice

Consumer Relationships

Consumer and Marketing Misbehavior

Filters