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

A consumption experience provides negative reinforcement when the consumer receives some positive outcome from product usage.

A consumption experience can provide:

What determines satisfaction?

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

Consumers' miscalculations about their usage behaviors often ends up costing them money.

Simply participating in a customer survey can make consumers feel more satisfied.

Punishment occurs when:

User and nonuser are terms used to distinguish between:

When a product's performance exceeds consumers' expectations, then ____ is said to occur.

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

Businesses sometimes try to encourage consumption by modifying their product offerings.

Positive disconfirmation exists when the product provides more than expected.

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.

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?

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

It is usually more expensive to retain an existing customer than to recruit a new one.

Heavy users are those exhibiting:

Usage volume segmentation typically divides users into:

Both regret and rage are possible when consumers experience negative disconfirmation.