Question 1

Which of the following elements in the attribution theory refers to judgments of who is responsible for an event?

Accepted Answer

A) Locus 
B) Control 
C) Stability 
D) Consistency 
E) Reliability 
A) Locus 
B) Control 
C) Stability 
D) Consistency 
E) Reliability

Question 2

Expectations that a consumer forms regarding what he or she thinks should happen given the level of work that he or she has put into the experience are known as predictive expectations.

Accepted Answer

A) True 
 B)False

Question 3

Preconsumption beliefs concerning what will occur during an exchange and/or consumption of a product are known as _____.

Accepted Answer

A) premeditations 
B) perceptions 
C) confirmations 
D) temptations 
E) expectations 
A) premeditations 
B) perceptions 
C) confirmations 
D) temptations 
E) expectations

Question 4

When Laura went to a particular store,she noticed that the price that rang up when she was billing was much higher than the price that was advertised on the shelf.This was the third time that she experienced the price differences in the same store but that did not stop her from buying at that store.She was extremely satisfied with the quality of the goods and this made her visit the store occasionally.But after the third incident,she started expecting the price difference every time she went to that store.Which of the following elements in the attribution theory corresponds best with Laura's expectation?

Accepted Answer

A) Locus 
B) Disposition 
C) Control 
D) Authority 
E) Stability 
A) Locus 
B) Disposition 
C) Control 
D) Authority 
E) Stability

Question 5

Consumer refuse is any packaging that is no longer necessary for consumption to take place or,in some cases,the actual good that is no longer providing value to the consumer.

Accepted Answer

A) True 
 B)False

Question 6

Goods that are consumed over long periods of time are known as _____ goods.

Accepted Answer

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

Question 7

Services and experiences are usually classified as durable by default.

Accepted Answer

A) True 
 B)False

Question 8

According to the expectancy/disconfirmation theory,when performance perceptions do not meet expectations,_____ occurs.

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 9

Which of the following consumer satisfaction measures compares the difference between expectations and performance perceptions?

Accepted Answer

A) Direct,global measure 
B) Attribute-specific measure 
C) Categorical measure 
D) Disconfirmation measure 
E) Universal measure 
A) Direct,global measure 
B) Attribute-specific measure 
C) Categorical measure 
D) Disconfirmation measure 
E) Universal measure

Question 10

With low involvement,high expectations will be associated directly with increased dissatisfaction,and low expectations will be associated directly with increased satisfaction.

Accepted Answer

A) True 
 B)False

Question 11

Research has indicated that when expectations are held with a strong degree of confidence,both disconfirmation and performance perceptions affect satisfaction.

Accepted Answer

A) True 
 B)False

Question 12

The way a consumer judges the outcomes of an exchange is known as _____ fairness.

Accepted Answer

A) retributive 
B) procedural 
C) restorative 
D) distributive 
E) interactional 
A) retributive 
B) procedural 
C) restorative 
D) distributive 
E) interactional

Question 13

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.Raffiné is a fine dining restaurant in Manhattan.This is an example of an establishment dealing in _____ goods.

Accepted Answer

A) durable 
B) nondurable 
C) recyclable 
D) non-degradable 
E) nonperishable 
A) durable 
B) nondurable 
C) recyclable 
D) non-degradable 
E) nonperishable

Question 14

A market researcher was contacted by a travel firm to assess consumer satisfaction on the travel services provided by the firm.The researcher collected feedback from customers by distributing questionnaires.The questionnaire consisted of ten questions and each question had five options ranging from completely dissatisfied to completely satisfied.One such question from the questionnaire is as follows:
 
This is an example of a(n)_____ measure.

Accepted Answer

A) direct,global 
B) disconfirmation 
C) open-ended 
D) unstructured 
E) attribute-specific 
A) direct,global 
B) disconfirmation 
C) open-ended 
D) unstructured 
E) attribute-specific

Question 15

Nondurable goods are consumed over a long duration.

Accepted Answer

A) True 
 B)False

Question 16

Consumption frequency refers to the number of consumers consuming the same product or service in a given geographic location.

Accepted Answer

A) True 
 B)False

Question 17

Which of the following is a postconsumption reactions theory?

Accepted Answer

A) Need hierarchy theory 
B) Theory X and Theory Y 
C) Self-determination theory 
D) Equity theory 
E) Situational theory 
A) Need hierarchy theory 
B) Theory X and Theory Y 
C) Self-determination theory 
D) Equity theory 
E) Situational theory

Question 18

Positive disconfirmation leads to consumer dissatisfaction by disconfirming the positive expectations associated with the product under consideration.

Accepted Answer

A) True 
 B)False

Question 19

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.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.This is an example of a(n)_____ measure.

Accepted Answer

A) direct,global 
B) attribute-specific 
C) categorical 
D) disconfirmation 
E) universal 
A) direct,global 
B) attribute-specific 
C) categorical 
D) disconfirmation 
E) universal

Question 20

A consumer is more likely to experience true dissonance following a purchase when _____.

Accepted Answer

A) the consumer is unaware of any attractive alternatives that may offer comparable value 
B) the decision is easy to reverse 
C) the decision is perceived as unimportant by the consumer 
D) the consumer has low self-confidence 
E) the decision is perceived as having minimal risk by the consumer 
A) the consumer is unaware of any attractive alternatives that may offer comparable value 
B) the decision is easy to reverse 
C) the decision is perceived as unimportant by the consumer 
D) the consumer has low self-confidence 
E) the decision is perceived as having minimal risk by the consumer

Which of the following elements in the attribution theory refers to judgments of who is responsible for an event?

Expectations that a consumer forms regarding what he or she thinks should happen given the level of work that he or she has put into the experience are known as predictive expectations.

Preconsumption beliefs concerning what will occur during an exchange and/or consumption of a product are known as _____.

Consumer refuse is any packaging that is no longer necessary for consumption to take place or,in some cases,the actual good that is no longer providing value to the consumer.

Goods that are consumed over long periods of time are known as _____ goods.

Services and experiences are usually classified as durable by default.

According to the expectancy/disconfirmation theory,when performance perceptions do not meet expectations,_____ occurs.

Which of the following consumer satisfaction measures compares the difference between expectations and performance perceptions?

With low involvement,high expectations will be associated directly with increased dissatisfaction,and low expectations will be associated directly with increased satisfaction.

Research has indicated that when expectations are held with a strong degree of confidence,both disconfirmation and performance perceptions affect satisfaction.

The way a consumer judges the outcomes of an exchange is known as _____ fairness.

Nondurable goods are consumed over a long duration.

Consumption frequency refers to the number of consumers consuming the same product or service in a given geographic location.

Which of the following is a postconsumption reactions theory?

Positive disconfirmation leads to consumer dissatisfaction by disconfirming the positive expectations associated with the product under consideration.

A consumer is more likely to experience true dissonance following a purchase when _____.

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

Which of the following elements in the attribution theory refers to judgments of who is responsible for an event?

Expectations that a consumer forms regarding what he or she thinks should happen given the level of work that he or she has put into the experience are known as predictive expectations.

Preconsumption beliefs concerning what will occur during an exchange and/or consumption of a product are known as _____.

Consumer refuse is any packaging that is no longer necessary for consumption to take place or,in some cases,the actual good that is no longer providing value to the consumer.

Goods that are consumed over long periods of time are known as _____ goods.

Services and experiences are usually classified as durable by default.

According to the expectancy/disconfirmation theory,when performance perceptions do not meet expectations,_____ occurs.

Which of the following consumer satisfaction measures compares the difference between expectations and performance perceptions?

With low involvement,high expectations will be associated directly with increased dissatisfaction,and low expectations will be associated directly with increased satisfaction.

Research has indicated that when expectations are held with a strong degree of confidence,both disconfirmation and performance perceptions affect satisfaction.

The way a consumer judges the outcomes of an exchange is known as _____ fairness.

Nondurable goods are consumed over a long duration.

Consumption frequency refers to the number of consumers consuming the same product or service in a given geographic location.

Which of the following is a postconsumption reactions theory?

Positive disconfirmation leads to consumer dissatisfaction by disconfirming the positive expectations associated with the product under consideration.

A consumer is more likely to experience true dissonance following a purchase when _____.

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