Exam 6: Post-Purchase Processes: Consumption and Post-Consumption Evaluations

According to the worldwide survey reported in Chapter 6, which brand has the greatest number of active brand advocates?

According to the expectancy disconfirmation model, satisfaction depends on a comparison of pre-purchase expectations to actual outcomes.

Negative feelings during product usage are desirable from both the customer's and company's perspective.

Usage expansion advertising attempts to persuade consumers to use a familiar product in new or different ways.

Which of the following is a way for businesses to sell more of their product?

Although satisfaction influences customer retention, it has little influence on word-of-mouth or word-of-mouse communication.

One reason companies should pay attention to customer satisfaction is that it influences whether consumers will buy from the same company again.

Confirmation takes place when the product's performance matches expectations.

The net promoter index is calculated by taking the difference between the proportion of a company's customers labeled as:

Suppose parents wants to decrease the amount of soda their children consume when they pour the soda from 2 liter bottles. Assuming each type the same amount, which type of glasses should the parents make available?

Why do marketers believe that selling more of a product does not necessarily require finding more customers?

Consumers may not feel the need to complain when they:

Expectations do not always bias post-consumption evaluations. It depends on the ambiguity of the consumption experience.

Customer delight comes when customers are satisfied completely.

Beyond understanding the post-consumption evaluations of their own customers, companies may also find it useful to understand these evaluations of their competitors' customers.

Which of the following may affect the amount of product that is consumed per consumption occasion?

Surprisingly, consumers' product satisfaction has little influence on their price sensitivity.

User and nonuser are terms used to distinguish between:

What determines satisfaction?

It has been suggested by some that consumers' willingness to recommend a product to others is a better indicator of their loyalty to the product than what it a continue to repurchase the same product.