Exam 14: Consumption to Satisfaction

The most commonly accepted theory of consumer satisfaction is the theory of reasoned action.

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

Satisfaction is an emotion that usually creates strong behavioral reactions.

Jenny bought a new car and she immediately doubted that she made the right decision. She is not sure she bought the right car and paid the best price. She continued to have doubts for several months after her purchase. Jenny is likely experiencing _____.

The three key elements of attribution theory are: expectations, control, and satisfaction.

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. Carla's experience in the store was even more positive than what she expected. According to the expectancy/disconfirmation theory of satisfaction, which of the following will occur?

Which consumer theory proposes that consumers use expectations as a benchmark against which performance perceptions are judged and this comparison is a primary basis for satisfaction/dissatisfaction?

Which of the following is a way of measuring service quality that captures consumers' disconfirmation of service expectations?

Automobiles, refrigerators, and air conditioners are examples of _____ goods.

Explain how attribution theory is used to explain consumer satisfaction. Using this theory, explain why you were satisfied or dissatisfied with a recent consumption experience.

Which of the following is a source from which consumers form expectations?

With respect to attribution theory, the extent to which an outcome was controllable or not falls under which element?

Consumer satisfaction is a postconsumption phenomenon because it is a reaction to an outcome.

Explain the expectancy/disconfirmation theory and describe how it explains your satisfaction or dissatisfaction resulting from a recent consumption experience.

What is a problem with satisfaction measures and what can researchers do to improve them?

According the expectancy/disconfirmation theory, which of the following leads to consumer satisfaction?

Harry wants an automobile that will feel very sporty and fast. These levels of a particular benefits that will lead to a valued end state represent Harry's _____.

Which of the following is a disposal alternative available to consumers?

What is consumer satisfaction and how does it differ from other important consumer behavior concepts?

Holly is planning her destination wedding to take place on a tropical island. She dreams that the weather will be perfect and that all her friends and family will be able to attend. This describes Holly's _____ expectations with regard to this event.