Exam 14: Consumption to Satisfaction

A consumer with low satisfaction exhibits much more noticeable and persistent behavior than does an angry consumer.

Identify the conditions when a consumer is more likely to experience true dissonance following a purchase.

Equity theory proposes that consumers are satisfied with their own level of inputs and outcomes in an exchange and make no effort to compare them with that of another party.

FINE DINING SCENARIO Raffiné, a fine dining restaurant in Manhattan, has reservation bookings running several weeks in advance. Sara and her friends had made reservations two weeks in advance. She had come across many good reviews about the restaurant that she decided to go there. When the day finally came, Sara was excited as she had been eagerly looking forward to the dining experience in Raffiné. However, when she finally reached there and approached the reception, she was told that her name was not listed. She was made to wait for half an hour before she could get a table. Though the problem was sorted out, Sara was less than pleased as she had made reservations two weeks in advance. This initial hassle spoilt Sara's remainder of the evening and she held the poor management at Raffiné responsible. It didn't help when Sara, an environmentalist, learned that the management at Raffiné simply throws away their waste material without giving a thought for other more environmental friendly ways of disposing waste. At the end of the meal Sara was handed a customer feedback card. The card had a question-how do you rate your overall satisfaction at Raffiné? The answer choices were in the form of a scale that included completely dissatisfied/dissatisfied/satisfied/completely satisfied. Sara expressed that she was completely dissatisfied with the restaurant's overall services. -Refer to Fine Dining Scenario.When Sara,an environmentalist,learned that the management at Raffiné simply throws away their waste material without giving a thought for other more environment friendly ways of disposing waste,she was less than pleased.Which of the following disposal alternatives is used at Raffiné?

Which of the following terms refers to lingering doubts about a decision that has already been made?

Initiatives that increase customer satisfaction always improve top-line performance.

A self-ascribed event occurs when a consumer blames himself or herself for a bad event.

Edward,who is planning to get himself a pre-owned car,did not visit any dealerships as he expects a good deal from his friend who sells pre-owned cars.Edward's expectation is an example of a(n)_____ expectation.

When James's friend bought a convertible from a particular automobile company,James was apprehensive because he had had a bad experience with a car from the same company.James' apprehension toward his friend's purchase is an example of a(n)_____ expectation.

Patty saw a product at a spa that claimed it was a "facelift in a bottle." She asked the salesclerk if the claim was true.The salesclerk guaranteed Patty that the effects would be visible if the product was used regularly.Patty paid $69.95 for the product and took it home anticipating a positive result from using it.Which of the following best reflects Patty's expectation from the product?

Which of the following is an example of a nondurable good?

Which of the following is an example of a durable good?

If performance perceptions exactly match what was expected,neutral disconfirmation is said to occur.

Self-perception theory states that consumers are motivated to act in accordance with their attitudes and behaviors.

FINE DINING SCENARIO Raffiné, a fine dining restaurant in Manhattan, has reservation bookings running several weeks in advance. Sara and her friends had made reservations two weeks in advance. She had come across many good reviews about the restaurant that she decided to go there. When the day finally came, Sara was excited as she had been eagerly looking forward to the dining experience in Raffiné. However, when she finally reached there and approached the reception, she was told that her name was not listed. She was made to wait for half an hour before she could get a table. Though the problem was sorted out, Sara was less than pleased as she had made reservations two weeks in advance. This initial hassle spoilt Sara's remainder of the evening and she held the poor management at Raffiné responsible. It didn't help when Sara, an environmentalist, learned that the management at Raffiné simply throws away their waste material without giving a thought for other more environmental friendly ways of disposing waste. At the end of the meal Sara was handed a customer feedback card. The card had a question-how do you rate your overall satisfaction at Raffiné? The answer choices were in the form of a scale that included completely dissatisfied/dissatisfied/satisfied/completely satisfied. Sara expressed that she was completely dissatisfied with the restaurant's overall services. -Refer to Fine Dining Scenario.Sara was less than pleased when she was made to wait for half an hour before she got a table.This initial hassle spoilt Sara's remainder of the evening and she held the poor management at Raffiné responsible.Which element in the attribution theory corresponds best with Sara holding the management responsible for her spoilt evening?

Holly wants to have an extravagant wedding on an exotic,tropical island.She dreams that the weather will be perfect and that all her friends and family will have the most memorable time of their lives.This describes Holly's _____ expectations with regard to this event.

Cognitive dissonance refers to lingering doubts about a decision that has already been made.

Which of the following terms captures how fairly a consumer believes he/she is treated when dealing with service personnel in resolving some issue?

Consumer satisfaction is a preconsumption phenomenon.

Which of the following elements in the attribution theory refers to the likelihood that an event will occur again in the future?