Question 1

List the behavioral outcomes of consumption.

Accepted Answer

There are four behavioral outcomes of consumption discussed in the chapter:
(1) Complaining
(2) Word-of-mouth (WOM)
(3) Switching
(4) Loyalty

Question 2

Some customers continue to shop at a store just because it is close to their home, not because they especially like that store. This behavior is best described as _____.

Accepted Answer

A)  customer share 
B)  customer loyalty 
C)  customer inertia 
D)  customer apathy 
E)  customer entropy 
A)  customer share 
B)  customer loyalty 
C)  customer inertia 
D)  customer apathy 
E)  customer entropy C

Question 3

Talbot's clothing store offers a program to its customers that keeps track of their purchases and offers a $25 award for every $500 spent. This is an example of a _____.

Accepted Answer

A)  commitment program 
B)  loyalty program 
C)  customer share program 
D)  value program 
E)  competitive program 
A)  commitment program 
B)  loyalty program 
C)  customer share program 
D)  value program 
E)  competitive program B

Question 4

Antiloyal consumers are those who will do everything possible to avoid doing business with a particular marketer.

Accepted Answer

A) True 
 B)False

Question 5

Which type of switching costs involve lost time and effort?

Accepted Answer

A)  opportunity switching costs 
B)  financial switching costs 
C)  relational switching costs 
D)  temporal switching costs 
E)  procedural switching costs 
A)  opportunity switching costs 
B)  financial switching costs 
C)  relational switching costs 
D)  temporal switching costs 
E)  procedural switching costs

Question 6

When competitive intensity is low but switching costs are high, a company is highly vulnerable to consumers who will switch providers.

Accepted Answer

A) True 
 B)False

Question 7

Internet only retailers have successfully built up relational switching costs.

Accepted Answer

A) True 
 B)False

Question 8

Competitive intensity refers to the resources allocated to one brand from among the set of competing brands.

Accepted Answer

A) True 
 B)False

Question 9

The worst thing a company can do to handle negative public publicity is to release information allowing the public to draw its own conclusion.

Accepted Answer

A) True 
 B)False

Question 10

Holly was so pleased with the service she received at a new spa in her neighborhood that she told many of her friends about her experience. Holly's behavior is an example of _____.

Accepted Answer

A)  confirmation 
B)  satisfaction 
C)  positive word-of-mouth 
D)  loyalty 
E)  joy 
A)  confirmation 
B)  satisfaction 
C)  positive word-of-mouth 
D)  loyalty 
E)  joy

Question 11

Switching costs can be divided into three categories: procedural, financial, and relational.

Accepted Answer

A) True 
 B)False

Question 12

_____ refers to the number of firms competing for business within a specific category.

Accepted Answer

A)  Competitive density 
B)  Competitive intensity 
C)  Competitive inertia 
D)  Competitive concentration 
E)  Competitiveness 
A)  Competitive density 
B)  Competitive intensity 
C)  Competitive inertia 
D)  Competitive concentration 
E)  Competitiveness

Question 13

Value plays a role in the postconsumption process.

Accepted Answer

A) True 
 B)False

Question 14

Which of the following statements is TRUE regarding complaining behavior?

Accepted Answer

A)  All customers reporting dissatisfaction complain. 
B)  Consumers who do complain react with different emotions than do those who do not complain. 
C)  Consumers who experience anger in response to an evaluation of the consumption experience are not likely to complain. 
D)  A disgusted consumer is very likely to complain. 
E)  An angry customer is the worst possible outcome for a business. 
A)  All customers reporting dissatisfaction complain. 
B)  Consumers who do complain react with different emotions than do those who do not complain. 
C)  Consumers who experience anger in response to an evaluation of the consumption experience are not likely to complain. 
D)  A disgusted consumer is very likely to complain. 
E)  An angry customer is the worst possible outcome for a business.

Question 15

Zander was dissatisfied with the service he received from a car repair shop, so the next time his car needed service, he went to a different place. Zander exhibited which behavior?

Accepted Answer

A)  disloyalty 
B)  disconfirmation 
C)  compromise 
D)  switching 
E)  revenge 
A)  disloyalty 
B)  disconfirmation 
C)  compromise 
D)  switching 
E)  revenge

Question 16

Utilitarian value is more important than hedonic value in preventing switching behavior.

Accepted Answer

A) True 
 B)False

Question 17

When negative WOM spreads on a relatively large scale, it can result in _____.

Accepted Answer

A)  negative public publicity 
B)  product recalls 
C)  legal action 
D)  negative disconfirmation 
E)  dissatisfaction 
A)  negative public publicity 
B)  product recalls 
C)  legal action 
D)  negative disconfirmation 
E)  dissatisfaction

Question 18

The costs associated with changing from one choice, such as a brand, retailer, or service provider, to another are known as _____.

Accepted Answer

A)  switching costs 
B)  transfer costs 
C)  conversion costs 
D)  opportunity costs 
E)  external costs 
A)  switching costs 
B)  transfer costs 
C)  conversion costs 
D)  opportunity costs 
E)  external costs

Question 19

Define switching behavior and discuss the three categories of switching costs. Discuss which one(s) would be the most significant if you changed your cellphone or other type of service provider.

Accepted Answer

Switching refers to the times whe

Question 20

Customer share represents a behavioral component that is indicative of customer loyalty.

Accepted Answer

A) True 
 B)False

List the behavioral outcomes of consumption.

Some customers continue to shop at a store just because it is close to their home, not because they especially like that store. This behavior is best described as _____.

Talbot's clothing store offers a program to its customers that keeps track of their purchases and offers a $25 award for every $500 spent. This is an example of a _____.

Antiloyal consumers are those who will do everything possible to avoid doing business with a particular marketer.

Which type of switching costs involve lost time and effort?

When competitive intensity is low but switching costs are high, a company is highly vulnerable to consumers who will switch providers.

Internet only retailers have successfully built up relational switching costs.

Competitive intensity refers to the resources allocated to one brand from among the set of competing brands.

The worst thing a company can do to handle negative public publicity is to release information allowing the public to draw its own conclusion.

Holly was so pleased with the service she received at a new spa in her neighborhood that she told many of her friends about her experience. Holly's behavior is an example of _____.

Switching costs can be divided into three categories: procedural, financial, and relational.

_____ refers to the number of firms competing for business within a specific category.

Value plays a role in the postconsumption process.

Which of the following statements is TRUE regarding complaining behavior?

Zander was dissatisfied with the service he received from a car repair shop, so the next time his car needed service, he went to a different place. Zander exhibited which behavior?

Utilitarian value is more important than hedonic value in preventing switching behavior.

When negative WOM spreads on a relatively large scale, it can result in _____.

The costs associated with changing from one choice, such as a brand, retailer, or service provider, to another are known as _____.

Define switching behavior and discuss the three categories of switching costs. Discuss which one(s) would be the most significant if you changed your cellphone or other type of service provider.

Customer share represents a behavioral component that is indicative of customer loyalty.

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

Consumption to Satisfaction

Consumer and Marketing Misbehavior

Filters

Exam 15: Consumer Relationships

List the behavioral outcomes of consumption.

Some customers continue to shop at a store just because it is close to their home, not because they especially like that store. This behavior is best described as _____.

Talbot's clothing store offers a program to its customers that keeps track of their purchases and offers a $25 award for every $500 spent. This is an example of a _____.

Antiloyal consumers are those who will do everything possible to avoid doing business with a particular marketer.

Which type of switching costs involve lost time and effort?

When competitive intensity is low but switching costs are high, a company is highly vulnerable to consumers who will switch providers.

Internet only retailers have successfully built up relational switching costs.

Competitive intensity refers to the resources allocated to one brand from among the set of competing brands.

The worst thing a company can do to handle negative public publicity is to release information allowing the public to draw its own conclusion.

Holly was so pleased with the service she received at a new spa in her neighborhood that she told many of her friends about her experience. Holly's behavior is an example of _____.

Switching costs can be divided into three categories: procedural, financial, and relational.

_____ refers to the number of firms competing for business within a specific category.

Value plays a role in the postconsumption process.

Which of the following statements is TRUE regarding complaining behavior?

Zander was dissatisfied with the service he received from a car repair shop, so the next time his car needed service, he went to a different place. Zander exhibited which behavior?

Utilitarian value is more important than hedonic value in preventing switching behavior.

When negative WOM spreads on a relatively large scale, it can result in _____.

The costs associated with changing from one choice, such as a brand, retailer, or service provider, to another are known as _____.

Define switching behavior and discuss the three categories of switching costs. Discuss which one(s) would be the most significant if you changed your cellphone or other type of service provider.

Customer share represents a behavioral component that is indicative of customer loyalty.

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

Consumption to Satisfaction

Consumer and Marketing Misbehavior

Filters