Question 1

The basic disconfirmation model proposes that consumers enter into a consumption experience with predetermined cognitive expectations of consumption.

Accepted Answer

A) True 
 B)False

Question 2

The attribution theory _____.

Accepted Answer

A) judges actual performance perceptions against an expectations benchmark 
B) compares if performance perceptions exactly match with what was expected 
C) explains why a certain event has occurred 
D) maintains consistency among consumers' beliefs 
E) compares consumers' own level of inputs and outcomes to those of another party 
A) judges actual performance perceptions against an expectations benchmark 
B) compares if performance perceptions exactly match with what was expected 
C) explains why a certain event has occurred 
D) maintains consistency among consumers' beliefs 
E) compares consumers' own level of inputs and outcomes to those of another party

Question 3

Emotions influence consumer behavior only after the consumption of a product or service.

Accepted Answer

A) True 
 B)False

Question 4

A refrigerator is an example of a durable good.

Accepted Answer

A) True 
 B)False

Question 5

The locus element of the attribution theory involves judgments of whether the outcome was controllable or not.

Accepted Answer

A) True 
 B)False

Question 6

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 had come across many good reviews on Raffiné,and she was eagerly looking forward to the dining experience there.However,she was less than pleased with their services and therefore did not enjoy dining at the restaurant.Which of the following is most likely to have occurred?

Accepted Answer

A) Confirmation 
B) Positive disconfirmation 
C) Neutral disconfirmation 
D) Negative disconfirmation 
E) Satisfaction 
A) Confirmation 
B) Positive disconfirmation 
C) Neutral disconfirmation 
D) Negative disconfirmation 
E) Satisfaction

Question 7

Which of the following statements is true of consumer satisfaction?

Accepted Answer

A) It is a relatively enduring consumer trait. 
B) It results from an unfavorable appraisal of a consumption outcome. 
C) It is a postconsumption phenomenon as it is a reaction to an outcome. 
D) It is a strong emotion that creates relatively strong behavioral reactions. 
E) It functions as the single existing postconsumption emotion for consumers. 
A) It is a relatively enduring consumer trait. 
B) It results from an unfavorable appraisal of a consumption outcome. 
C) It is a postconsumption phenomenon as it is a reaction to an outcome. 
D) It is a strong emotion that creates relatively strong behavioral reactions. 
E) It functions as the single existing postconsumption emotion for consumers.

Question 8

Consumer dissatisfaction can be defined as a mild,negative affective reaction resulting from an unfavorable appraisal of a consumption outcome.

Accepted Answer

A) True 
 B)False

Question 9

Which of the following theories proposes that consumers enter into a consumption experience with predetermined cognitive expectations of consumption against which the actual perceptions are judged?

Accepted Answer

A) Cognitive attribution theory 
B) Expectancy/disconfirmation theory 
C) Path-goal theory 
D) Equity theory 
E) Balance theory 
A) Cognitive attribution theory 
B) Expectancy/disconfirmation theory 
C) Path-goal theory 
D) Equity theory 
E) Balance theory

Question 10

Consumer satisfaction is a mild,positive emotional state resulting from a favorable appraisal of a consumption outcome.

Accepted Answer

A) True 
 B)False

Question 11

The tendency for expectations to guide performance perceptions is called confirmatory bias.

Accepted Answer

A) True 
 B)False

Question 12

A mild,negative affective reaction resulting from an unfavorable appraisal of a consumption outcome is known as consumer _____.

Accepted Answer

A) dissatisfaction 
B) disgust 
C) regret 
D) dissonance 
E) disconfirmation 
A) dissatisfaction 
B) disgust 
C) regret 
D) dissonance 
E) disconfirmation

Question 13

Automobiles and refrigerators are examples of _____ goods.

Accepted Answer

A) durable 
B) nondurable 
C) perishable 
D) recyclable 
E) degradable 
A) durable 
B) nondurable 
C) perishable 
D) recyclable 
E) degradable

Question 14

The number of times a product or service is consumed in a given time period is known as consumption _____.

Accepted Answer

A) amount 
B) value 
C) replacement 
D) replenishment 
E) frequency 
A) amount 
B) value 
C) replacement 
D) replenishment 
E) frequency

Question 15

The level of a particular benefit that will lead to a valued end state is referred to as a(n)_____.

Accepted Answer

A) expectation 
B) attribution 
C) desire 
D) need 
E) confirmation 
A) expectation 
B) attribution 
C) desire 
D) need 
E) confirmation

Question 16

The term interactional fairness captures how fairly a consumer believes he/she is treated when dealing with service personnel in resolving some issue.

Accepted Answer

A) True 
 B)False

Question 17

Ideal expectations are expectations about what a consumer really wants to happen during an experience if everything were ideal.

Accepted Answer

A) True 
 B)False

Question 18

Which of the following theories proposes that consumers cognitively compare their own level of inputs and outcomes to those of another party in an exchange?

Accepted Answer

A) Attribution theory 
B) Expectancy/disconfirmation theory 
C) Equity theory 
D) Balance theory 
E) Self-perception theory 
A) Attribution theory 
B) Expectancy/disconfirmation theory 
C) Equity theory 
D) Balance theory 
E) Self-perception theory

Question 19

Hope is a fundamental emotion evoked by positive,anticipatory appraisals which signal uncertainty about a positive outcome.

Accepted Answer

A) True 
 B)False

Question 20

List out some possible postconsumption reactions.

Accepted Answer

Some possible postconsumption reactions

The basic disconfirmation model proposes that consumers enter into a consumption experience with predetermined cognitive expectations of consumption.

The attribution theory _____.

Emotions influence consumer behavior only after the consumption of a product or service.

A refrigerator is an example of a durable good.

The locus element of the attribution theory involves judgments of whether the outcome was controllable or not.

Which of the following statements is true of consumer satisfaction?

Consumer dissatisfaction can be defined as a mild,negative affective reaction resulting from an unfavorable appraisal of a consumption outcome.

Which of the following theories proposes that consumers enter into a consumption experience with predetermined cognitive expectations of consumption against which the actual perceptions are judged?

Consumer satisfaction is a mild,positive emotional state resulting from a favorable appraisal of a consumption outcome.

The tendency for expectations to guide performance perceptions is called confirmatory bias.

A mild,negative affective reaction resulting from an unfavorable appraisal of a consumption outcome is known as consumer _____.

Automobiles and refrigerators are examples of _____ goods.

The number of times a product or service is consumed in a given time period is known as consumption _____.

The level of a particular benefit that will lead to a valued end state is referred to as a(n)_____.

The term interactional fairness captures how fairly a consumer believes he/she is treated when dealing with service personnel in resolving some issue.

Ideal expectations are expectations about what a consumer really wants to happen during an experience if everything were ideal.

Which of the following theories proposes that consumers cognitively compare their own level of inputs and outcomes to those of another party in an exchange?

Hope is a fundamental emotion evoked by positive,anticipatory appraisals which signal uncertainty about a positive outcome.

List out some possible postconsumption reactions.

What Is Cb and Why Should I Care

Value and the Consumer Behavior Value Framework

Consumer Learning Starts Here: Perception

Comprehension,memory,and Cognitive Learning

Motivation and Emotion: Driving Consumer Behavior

Personality,lifestyles,and the Self-Concept

Attitudes and Attitude Change

Group and Interpersonal Influence

Consumer Culture

Microcultures

Consumers in Situations

Decision Making I: Need Recognition and Search

Decision Making Ii: Alternative Evaluation and Choice

Consumer Relationships

Consumer and Marketing Misbehavior

Filters

Exam 14: Consumption to Satisfaction

The basic disconfirmation model proposes that consumers enter into a consumption experience with predetermined cognitive expectations of consumption.

The attribution theory _____.

Emotions influence consumer behavior only after the consumption of a product or service.

A refrigerator is an example of a durable good.

The locus element of the attribution theory involves judgments of whether the outcome was controllable or not.

Which of the following statements is true of consumer satisfaction?

Consumer dissatisfaction can be defined as a mild,negative affective reaction resulting from an unfavorable appraisal of a consumption outcome.

Which of the following theories proposes that consumers enter into a consumption experience with predetermined cognitive expectations of consumption against which the actual perceptions are judged?

Consumer satisfaction is a mild,positive emotional state resulting from a favorable appraisal of a consumption outcome.

The tendency for expectations to guide performance perceptions is called confirmatory bias.

A mild,negative affective reaction resulting from an unfavorable appraisal of a consumption outcome is known as consumer _____.

Automobiles and refrigerators are examples of _____ goods.

The number of times a product or service is consumed in a given time period is known as consumption _____.

The level of a particular benefit that will lead to a valued end state is referred to as a(n)_____.

The term interactional fairness captures how fairly a consumer believes he/she is treated when dealing with service personnel in resolving some issue.

Ideal expectations are expectations about what a consumer really wants to happen during an experience if everything were ideal.

Which of the following theories proposes that consumers cognitively compare their own level of inputs and outcomes to those of another party in an exchange?

Hope is a fundamental emotion evoked by positive,anticipatory appraisals which signal uncertainty about a positive outcome.

List out some possible postconsumption reactions.

What Is Cb and Why Should I Care

Value and the Consumer Behavior Value Framework

Consumer Learning Starts Here: Perception

Comprehension,memory,and Cognitive Learning

Motivation and Emotion: Driving Consumer Behavior

Personality,lifestyles,and the Self-Concept

Attitudes and Attitude Change

Group and Interpersonal Influence

Consumer Culture

Microcultures

Consumers in Situations

Decision Making I: Need Recognition and Search

Decision Making Ii: Alternative Evaluation and Choice

Consumer Relationships

Consumer and Marketing Misbehavior

Filters