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

Why is customer satisfaction important?

Consumption norms represent informal rules that govern consumption behavior.

Although satisfaction can vary from one product to the next, consumers' satisfaction with a particular product does not vary by geographic region.

Sometimes it is beneficial to segment the market based on when consumption occurs.

Punishment occurs when:

Which type of usage expansion advertising is most effective?

Consumption rituals are a type of expressive, symbolic activity constructed of multiple behaviors that occur in a fixed, episodic sequence, and that tend to be repeated over time.

Recent research indicates that consumers will pour and consume less of a beverage into a tall, slender glass than a short, wide glass.

Which of the following is not one of the ethnographic techniques used by the IDEO design firm?

Satisfaction depends on:

Although dissatisfaction is an essential prerequisite for complaint behavior, not every dissatisfied customer will complain.

It is not useful to understand where consumption takes place.

Evaluation of non-considered alternatives is a fundamental part of the post-purchase stage of the decision-making process.