Exam 14: Consumption to Satisfaction

Gwen was less than happy with her last visit to her favorite coffee shop.She held the manager responsible for the delayed services offered to customers.She attributed the cause to the fact that the management was not well prepared to cater to the sudden rush as they had very few employees present on that particular day.Which element of the attribution theory did Gwen associate with the cause for her perceived dissatisfaction?

LOUIS VUITTON SCENARIO Carla purchased a Louis Vuitton Fantaisie handbag for $1,430 when she was in New York City last weekend. She had always fancied this brand but had never purchased anything of this brand before. In fact, many of her friends purchased counterfeit Louis Vuitton handbags, wallets, and scarves. But Carla was very particular about using only genuine goods. While the counterfeit products looked just as good as the real brand, they weren't of the same quality as the legitimate branded products. When she visited the store to purchase the bag, she was very skeptical about spending so much money for a handbag, but the sales lady was so kind and explained the benefits of the brand to her and made her feel very welcome in the store. She explained that consumers could only purchase true Louis Vuitton products at Louis Vuitton stores or from its website. She also explained that if she ever encountered a problem with her handbag, she could return it to the store for repair or a replacement. All things considered, Carla's experience at the store and her purchase far exceeded anything she had expected. Her initial feeling of skepticalness on splurging on a handbag gave way to a feeling of satisfaction and pride. This feeling was further strengthened when her friend who bought a counterfeit Louis Vuitton handbag for a few hundred dollars expressed dismay over her own purchase decision after she saw Carla's authentic Louis Vuitton bag with a superior finish. -Refer to Louis Vuitton Scenario.Carla's experience at the store and her purchase far exceeded anything she had expected.According to the expectancy/disconfirmation theory of satisfaction,which of the following is most likely to have occurred?

When Harry bought a phone,he chose the one recommended by the retailer even though he had his apprehensions regarding the performance of that particular phone.After he used it for a week,he got to know from various sources that the Bluetooth connectivity on the particular brand of phone he bought was flawed.Harry decided to return his phone even though his friends told him that its battery life was far superior to other brands.Which of the following is most likely responsible for Harry's decision to return his phone?

When a consumer has no previous experience or expectation regarding a product,then perception directly influences satisfaction.

Define consumer satisfaction.How does it differ from other important consumer behavior concepts?

Which of the following is a fundamental emotion evoked by positive,anticipatory appraisals which signal uncertainty about a positive outcome?

LOUIS VUITTON SCENARIO Carla purchased a Louis Vuitton Fantaisie handbag for $1,430 when she was in New York City last weekend. She had always fancied this brand but had never purchased anything of this brand before. In fact, many of her friends purchased counterfeit Louis Vuitton handbags, wallets, and scarves. But Carla was very particular about using only genuine goods. While the counterfeit products looked just as good as the real brand, they weren't of the same quality as the legitimate branded products. When she visited the store to purchase the bag, she was very skeptical about spending so much money for a handbag, but the sales lady was so kind and explained the benefits of the brand to her and made her feel very welcome in the store. She explained that consumers could only purchase true Louis Vuitton products at Louis Vuitton stores or from its website. She also explained that if she ever encountered a problem with her handbag, she could return it to the store for repair or a replacement. All things considered, Carla's experience at the store and her purchase far exceeded anything she had expected. Her initial feeling of skepticalness on splurging on a handbag gave way to a feeling of satisfaction and pride. This feeling was further strengthened when her friend who bought a counterfeit Louis Vuitton handbag for a few hundred dollars expressed dismay over her own purchase decision after she saw Carla's authentic Louis Vuitton bag with a superior finish. -Refer to Louis Vuitton Scenario.Carla's initial feeling of skepticalness on splurging on a handbag gave way to a feeling of satisfaction and pride when she learned of the replacement warranty as well as the various benefits that come with buying a genuine Louis Vuitton handbag.This feeling of satisfaction and pride corresponds best with a customer's sense of _____ fairness.

Any packaging that is no longer necessary for consumption to take place is referred to as consumer _____.

_____ is the phenomenon that occurs when expectations affect performance perceptions.

An inequitable exchange can occur when a consumer believes that he or she has been taken advantage of by a company or when another customer has been treated more favorably.

Goods that are consumed quickly are known as _____ goods.

Satisfaction is the only postconsumption reaction that exists.

The overall goodness or badness of a service provided is referred to as service _____.

Explain the expectancy/disconfirmation theory.Describe how it explains your satisfaction or dissatisfaction from a recent consumption experience.

Equitable expectations are expectations of what a consumer thinks should happen given past experiences with a product or service.

Differentiate durable and nondurable goods with examples.

The term distributive fairness refers to the way a consumer judges the outcomes of an exchange.

Analysis of typical consumer responses to a direct,global measure scale indicates that the data are right skewed.

Which of the following theories consists of the three elements-locus,control,and stability?

Denise thinks she should get a bigger bonus than her co-workers as she has been selling more of the company's products than the others.This is an example of a(n)_____ expectation.