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

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

____ 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.

The brand name that appears on a product may influence consumers' interpretation of the consumption of this product.

Compulsive consumption is 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.

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

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

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

Why is it important to understand how consumers use a product?

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.

Consider the situation in which children at a birthday party are allowed to decide how many jelly beans they wish to eat from a serving tray. Children would be most likely to eat the greatest number of jelly beans when the serving tray contains:

It is not possible for companies to influence consumers' interpretations of their consumption experiences.

Consumption norms represent informal rules that govern consumption behavior.

There is a perfect relationship between customer satisfaction and customer retention.

Selling more of one's product necessarily requires selling to more people.

Consumption norms represent:

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

Satisfaction depends on:

In a classic study illustrating how expectation may color the interpretation of the consumption experience, when the consumed brands were ____, consumers ____ differentiate between the brands. But when the consumed brands were ____, consumers ____ differentiate between the brands.

Giving a corsage to one's prom date is an example of:

Companies should always focus on encouraging product purchase rather than product consumption.