Question 1

User and nonuser are terms often used to distinguish between those who consume the product and those who do not.

Accepted Answer

A) True 
 B)False

Question 2

A consumption experience can provide:

Accepted Answer

A)  positive reinforcement 
B)  negative reinforcement 
C)  punishment 
D)  A and C 
E)  A, B, and C 
A)  positive reinforcement 
B)  negative reinforcement 
C)  punishment 
D)  A and C 
E)  A, B, and C

Question 3

In most cases, consumers are very satisfied with the way companies handled their complaints.

Accepted Answer

A) True 
 B)False

Question 4

Consumption represents the usage of the purchased product.

Accepted Answer

A) True 
 B)False

Question 5

According to the expectancy disconfirmation model, satisfaction depends on:

Accepted Answer

A)  consumption experiences 
B)  understanding competitor's customers 
C)  a comparison of pre-purchase expectations to actual outcomes 
D)  reinforcing the attitudes of current customers 
E)  All of the above. 
A)  consumption experiences 
B)  understanding competitor's customers 
C)  a comparison of pre-purchase expectations to actual outcomes 
D)  reinforcing the attitudes of current customers 
E)  All of the above.

Question 6

If the product delivers an outcome which is less than expected, positive disconfirmation occurs.

Accepted Answer

A) True 
 B)False

Question 7

In today's competitive marketplace, there is little difference among brands in how well they meet consumers' expectations.

Accepted Answer

A) True 
 B)False

Question 8

Negative reinforcement occurs when product consumption leads to some negative outcome.

Accepted Answer

A) True 
 B)False

Question 9

Differences in the amount of consumption provide one basis for segmenting the nonuser market.

Accepted Answer

A) True 
 B)False

Question 10

Surprisingly, research shows that as consumers' stockpile of a product increases, their use of the product actually decreases.

Accepted Answer

A) True 
 B)False

Question 11

The time of the day at which usage occurs is another component of understanding:

Accepted Answer

A)  where consumption occurs 
B)  how consumption occurs 
C)  when consumption occurs 
D)  how much consumption occurs 
E)  All of the above. 
A)  where consumption occurs 
B)  how consumption occurs 
C)  when consumption occurs 
D)  how much consumption occurs 
E)  All of the above.

Question 12

Companies should encourage dissatisfied customers to voice their concerns because those who keep silent are more likely to take their business elsewhere.

Accepted Answer

A) True 
 B)False

Question 13

Which of the following is incorrect?

Accepted Answer

A)  Customer satisfaction influences repeat buying. 
B)  Customer satisfaction shapes word-of-mouth communication. 
C)  Customer satisfaction influences consumers' price sensitivity. 
D)  Understanding post-consumption evaluations carries important implications for competitive strategy. 
E)  None of the above are incorrect. 
A)  Customer satisfaction influences repeat buying. 
B)  Customer satisfaction shapes word-of-mouth communication. 
C)  Customer satisfaction influences consumers' price sensitivity. 
D)  Understanding post-consumption evaluations carries important implications for competitive strategy. 
E)  None of the above are incorrect.

Question 14

____ is defined as a response to an uncontrollable drive or desire to obtain, use, or experience a feeling, substance, or activity that leads an individual to repetitively engage in a behavior that will ultimately cause harm to the individual and possibly others.

Accepted Answer

A)  Dysfunctional consumer behavior 
B)  A bad habit 
C)  Compulsive consumption 
D)  Ethnographic consumption 
E)  None of the above. 
A)  Dysfunctional consumer behavior 
B)  A bad habit 
C)  Compulsive consumption 
D)  Ethnographic consumption 
E)  None of the above.

Question 15

Increases in product variety (e.g., adding more colors or flavors) will decrease the amount consumed per consumption occasion.

Accepted Answer

A) True 
 B)False

Question 16

A consumer that uses eye drops to relieve his burning eyes is expecting to receive:

Accepted Answer

A)  positive reinforcement 
B)  negative reinforcement 
C)  punishment 
D)  None of the above. 
A)  positive reinforcement 
B)  negative reinforcement 
C)  punishment 
D)  None of the above.

Question 17

Consumers' expectations about a product can be affected by the product's:

Accepted Answer

A)  advertising 
B)  packaging 
C)  price 
D)  All of the above. 
E)  None of the above. 
A)  advertising 
B)  packaging 
C)  price 
D)  All of the above. 
E)  None of the above.

Question 18

Consumption experiences differ in terms of whether consumers find them to be rewarding or punishing.

Accepted Answer

A) True 
 B)False

Question 19

Consumers' satisfaction with a company's products is important because this ultimately influences the company's value to shareholders.

Accepted Answer

A) True 
 B)False

Question 20

Which usage volume segment has the greatest CLV?

Accepted Answer

A)  Light users 
B)  Moderate users 
C)  Heavy users 
D)  All segments are equal in their CLV. 
A)  Light users 
B)  Moderate users 
C)  Heavy users 
D)  All segments are equal in their CLV.

User and nonuser are terms often used to distinguish between those who consume the product and those who do not.

A consumption experience can provide:

In most cases, consumers are very satisfied with the way companies handled their complaints.

Consumption represents the usage of the purchased product.

According to the expectancy disconfirmation model, satisfaction depends on:

If the product delivers an outcome which is less than expected, positive disconfirmation occurs.

In today's competitive marketplace, there is little difference among brands in how well they meet consumers' expectations.

Negative reinforcement occurs when product consumption leads to some negative outcome.

Differences in the amount of consumption provide one basis for segmenting the nonuser market.

Surprisingly, research shows that as consumers' stockpile of a product increases, their use of the product actually decreases.

The time of the day at which usage occurs is another component of understanding:

Companies should encourage dissatisfied customers to voice their concerns because those who keep silent are more likely to take their business elsewhere.

Which of the following is incorrect?

____ is defined as a response to an uncontrollable drive or desire to obtain, use, or experience a feeling, substance, or activity that leads an individual to repetitively engage in a behavior that will ultimately cause harm to the individual and possibly others.

Increases in product variety (e.g., adding more colors or flavors) will decrease the amount consumed per consumption occasion.

A consumer that uses eye drops to relieve his burning eyes is expecting to receive:

Consumers' expectations about a product can be affected by the product's:

Consumption experiences differ in terms of whether consumers find them to be rewarding or punishing.

Consumers' satisfaction with a company's products is important because this ultimately influences the company's value to shareholders.

Which usage volume segment has the greatest CLV?

Consumer Behavior and Consumer Research

Creating Marketing Strategies for Customer-Centric Organizations

The Consumer Decision Process

Pre-Purchase Processes: Need Recognition, Search, and Evaluation

Purchase

Demographics, Psychographics, and Personality

Consumer Motivation

Consumer Knowledge

Consumer Beliefs, Feelings, Attitudes, and Intentions

Culture, Ethnicity, and Social Class

Family and Household Influences

Group and Personal Influence

Making Contact

Shaping Consumers Opinions

Helping Consumers to Remember

Filters

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

User and nonuser are terms often used to distinguish between those who consume the product and those who do not.

A consumption experience can provide:

In most cases, consumers are very satisfied with the way companies handled their complaints.

Consumption represents the usage of the purchased product.

According to the expectancy disconfirmation model, satisfaction depends on:

If the product delivers an outcome which is less than expected, positive disconfirmation occurs.

In today's competitive marketplace, there is little difference among brands in how well they meet consumers' expectations.

Negative reinforcement occurs when product consumption leads to some negative outcome.

Differences in the amount of consumption provide one basis for segmenting the nonuser market.

Surprisingly, research shows that as consumers' stockpile of a product increases, their use of the product actually decreases.

The time of the day at which usage occurs is another component of understanding:

Companies should encourage dissatisfied customers to voice their concerns because those who keep silent are more likely to take their business elsewhere.

Which of the following is incorrect?

____ is defined as a response to an uncontrollable drive or desire to obtain, use, or experience a feeling, substance, or activity that leads an individual to repetitively engage in a behavior that will ultimately cause harm to the individual and possibly others.

Increases in product variety (e.g., adding more colors or flavors) will decrease the amount consumed per consumption occasion.

A consumer that uses eye drops to relieve his burning eyes is expecting to receive:

Consumers' expectations about a product can be affected by the product's:

Consumption experiences differ in terms of whether consumers find them to be rewarding or punishing.

Consumers' satisfaction with a company's products is important because this ultimately influences the company's value to shareholders.

Which usage volume segment has the greatest CLV?

Consumer Behavior and Consumer Research

Creating Marketing Strategies for Customer-Centric Organizations

The Consumer Decision Process

Pre-Purchase Processes: Need Recognition, Search, and Evaluation

Purchase

Demographics, Psychographics, and Personality

Consumer Motivation

Consumer Knowledge

Consumer Beliefs, Feelings, Attitudes, and Intentions

Culture, Ethnicity, and Social Class

Family and Household Influences

Group and Personal Influence

Making Contact

Shaping Consumers Opinions

Helping Consumers to Remember

Filters