Question 1

When a consumer tends to continue a pattern of behavior until some stronger force motivates him or her to change,it is called consumer _____.

Accepted Answer

A) inertia 
B) share 
C) apathy 
D) equity 
E) loyalty 
A) inertia 
B) share 
C) apathy 
D) equity 
E) loyalty A

Question 2

True loyalty involves both a continuing series of interactions and feelings of attachment between the customer and the firm.

Accepted Answer

A) True 
 B)False  True

Question 3

When Greg's house was burglarized,he decided to install a new home security system.However,when he learned that an installation would cost him $1000,he decided against it.The cost for the installation is an example of a:

Accepted Answer

A) procedural switching cost. 
B) transactional switching cost. 
C) financial switching cost. 
D) relational switching cost. 
E) rational switching cost. 
A) procedural switching cost. 
B) transactional switching cost. 
C) financial switching cost. 
D) relational switching cost. 
E) rational switching cost. C

Question 4

Refer to Dissatisfied Customer Scenario.If Meg ever gets another pedicure,she certainly won't go back to that nail salon.Which of the following postconsumption behaviors is this an example of?

Accepted Answer

A) Switching behavior 
B) Retaliatory revenge 
C) Rancorous behavior 
D) Complaining behavior 
E) Deviant behavior 
A) Switching behavior 
B) Retaliatory revenge 
C) Rancorous behavior 
D) Complaining behavior 
E) Deviant behavior

Question 5

_____ costs are the costs associated with changing from one choice,such as a brand,retailer,or service provider,to another.

Accepted Answer

A) Switching 
B) Transfer 
C) Conversion 
D) Shilling 
E) Infiltrating 
A) Switching 
B) Transfer 
C) Conversion 
D) Shilling 
E) Infiltrating

Question 6

Disgust evokes a(n)_____ response.

Accepted Answer

A) approach 
B) freeze 
C) avoidance 
D) startle 
E) fight 
A) approach 
B) freeze 
C) avoidance 
D) startle 
E) fight

Question 7

Competitive intensity refers to the number of firms competing for business within a specific category.

Accepted Answer

A) True 
 B)False

Question 8

A healthy relationship between a consumer and a marketer enhances value both for the consumer and the marketer.

Accepted Answer

A) True 
 B)False

Question 9

Which of the following is true about complaining behavior?

Accepted Answer

A) All customers reporting dissatisfaction complain. 
B) Negative approach emotions like anger are most likely to precede complaining behavior. 
C) Dissatisfied consumers are more likely to complain than angry consumers. 
D) Disgusted consumers are more likely to complain than angry consumers. 
E) Price-sensitive consumers are less likely to complain than those who are not price sensitive. 
A) All customers reporting dissatisfaction complain. 
B) Negative approach emotions like anger are most likely to precede complaining behavior. 
C) Dissatisfied consumers are more likely to complain than angry consumers. 
D) Disgusted consumers are more likely to complain than angry consumers. 
E) Price-sensitive consumers are less likely to complain than those who are not price sensitive.

Question 10

A loyalty card/program is a device that keeps track of the amount of purchasing a consumer has had with a given marketer and once some level is reached,a reward is offered usually in terms of future purchase incentives.

Accepted Answer

A) True 
 B)False

Question 11

A consumer chooses a competing choice,rather than a previously purchased choice,on the next purchase occasion.This behavior is called _____.

Accepted Answer

A) infiltrating 
B) switching 
C) hoarding 
D) shilling 
E) culture jamming 
A) infiltrating 
B) switching 
C) hoarding 
D) shilling 
E) culture jamming

Question 12

Relationship quality represents the degree of connectedness between a consumer and a retailer.

Accepted Answer

A) True 
 B)False

Question 13

Refer to Dissatisfied Customer Scenario.Meg refused to go back to the salon and complain.However,if Meg were to go back,create a scene,and scream about what happened to her;Meg will be engaging in _____ revenge.

Accepted Answer

A) procedural 
B) restorative 
C) distributive 
D) retaliatory 
E) rancorous 
A) procedural 
B) restorative 
C) distributive 
D) retaliatory 
E) rancorous

Question 14

Negative public publicity occurs when negative word-of-mouth spreads to a relatively large scale,possibly even involving media coverage.

Accepted Answer

A) True 
 B)False

Question 15

Under conditions of low competitive intensity and high switching costs,dissatisfied consumers are almost certain to switch.

Accepted Answer

A) True 
 B)False

Question 16

Consumer complaints pay off for the marketers as well as for the consumers.

Accepted Answer

A) True 
 B)False

Question 17

When Angie went out for dinner with Zack,her boyfriend,she was embarrassed with his behavior.Zack complained when the waiter brought out the wrong order,but the waiter did not respond appropriately to his complaint.As a result,Zack started yelling at him,calling him names,and demanded to see the manager.The other diners stared at them and Angie just wanted him to stop behaving like that.Zack's behavior at the restaurant is an example of _____ revenge.

Accepted Answer

A) procedural 
B) retaliatory 
C) rancorous 
D) distributive 
E) restorative 
A) procedural 
B) retaliatory 
C) rancorous 
D) distributive 
E) restorative

Question 18

GOURMET RESTAURANT SCENARIO
Stella works for a publishing house in Midtown Manhattan. When her company relocated her to a new city for six months, she had a tough time. She loves Italian food, but couldn't find herself a decent Italian gourmet restaurant in the city. When she finally found one, Olive's, she started eating there regularly. The food at Olive's was not satisfactory and nothing compared to the menu Stella was used to at fancy Italian restaurants in Midtown Manhattan. However, Stella found the staff at Olive's friendly and believed that they could understand her preferences in food and wine. When her colleagues heard her predicament, they suggested a place she might like but Stella decided against it as it was a three-hour drive from where she stays. She wished the six months will end soon and she would visit Italia, her favorite restaurant in Manhattan, again. Stella vows that after the completion of six months, she is never going to come back at Olive's.
-Refer to Gourmet Restaurant Scenario.When Stella's colleagues heard her predicament,they suggested a place she might like.One of the reasons why Stella decided against it was that she found the staff at Olive's friendly and believed that they could understand her preferences in food and wine.Which of the following types of switching costs does this represent?

Accepted Answer

A) Transactional switching cost 
B) Temporal switching cost 
C) Financial switching cost 
D) Procedural switching cost 
E) Relational switching cost 
A) Transactional switching cost 
B) Temporal switching cost 
C) Financial switching cost 
D) Procedural switching cost 
E) Relational switching cost

Question 19

Talbot's clothing store offers a program where customers get a reward of $10 for every $500 spent.As part of the program,the store keeps an account of the frequency of purchases as well amount spent on each purchase by all its customers.This is an example of a _____ program.

Accepted Answer

A) commitment 
B) loyalty 
C) customer share 
D) gift 
E) consistency 
A) commitment 
B) loyalty 
C) customer share 
D) gift 
E) consistency

Question 20

Antiloyal consumers are those who will do everything possible to avoid doing business with a particular marketer.

Accepted Answer

A) True 
 B)False

When a consumer tends to continue a pattern of behavior until some stronger force motivates him or her to change,it is called consumer _____.

True loyalty involves both a continuing series of interactions and feelings of attachment between the customer and the firm.

When Greg's house was burglarized,he decided to install a new home security system.However,when he learned that an installation would cost him $1000,he decided against it.The cost for the installation is an example of a:

Refer to Dissatisfied Customer Scenario.If Meg ever gets another pedicure,she certainly won't go back to that nail salon.Which of the following postconsumption behaviors is this an example of?

_____ costs are the costs associated with changing from one choice,such as a brand,retailer,or service provider,to another.

Disgust evokes a(n)_____ response.

Competitive intensity refers to the number of firms competing for business within a specific category.

A healthy relationship between a consumer and a marketer enhances value both for the consumer and the marketer.

Which of the following is true about complaining behavior?

A loyalty card/program is a device that keeps track of the amount of purchasing a consumer has had with a given marketer and once some level is reached,a reward is offered usually in terms of future purchase incentives.

A consumer chooses a competing choice,rather than a previously purchased choice,on the next purchase occasion.This behavior is called _____.

Relationship quality represents the degree of connectedness between a consumer and a retailer.

Refer to Dissatisfied Customer Scenario.Meg refused to go back to the salon and complain.However,if Meg were to go back,create a scene,and scream about what happened to her;Meg will be engaging in _____ revenge.

Negative public publicity occurs when negative word-of-mouth spreads to a relatively large scale,possibly even involving media coverage.

Under conditions of low competitive intensity and high switching costs,dissatisfied consumers are almost certain to switch.

Consumer complaints pay off for the marketers as well as for the consumers.

Talbot's clothing store offers a program where customers get a reward of $10 for every $500 spent.As part of the program,the store keeps an account of the frequency of purchases as well amount spent on each purchase by all its customers.This is an example of a _____ program.

Antiloyal consumers are those who will do everything possible to avoid doing business with a particular marketer.

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

Consumption to Satisfaction

Consumer and Marketing Misbehavior

Filters

Exam 15: Consumer Relationships

When a consumer tends to continue a pattern of behavior until some stronger force motivates him or her to change,it is called consumer _____.

True loyalty involves both a continuing series of interactions and feelings of attachment between the customer and the firm.

When Greg's house was burglarized,he decided to install a new home security system.However,when he learned that an installation would cost him $1000,he decided against it.The cost for the installation is an example of a:

Refer to Dissatisfied Customer Scenario.If Meg ever gets another pedicure,she certainly won't go back to that nail salon.Which of the following postconsumption behaviors is this an example of?

_____ costs are the costs associated with changing from one choice,such as a brand,retailer,or service provider,to another.

Disgust evokes a(n)_____ response.

Competitive intensity refers to the number of firms competing for business within a specific category.

A healthy relationship between a consumer and a marketer enhances value both for the consumer and the marketer.

Which of the following is true about complaining behavior?

A loyalty card/program is a device that keeps track of the amount of purchasing a consumer has had with a given marketer and once some level is reached,a reward is offered usually in terms of future purchase incentives.

A consumer chooses a competing choice,rather than a previously purchased choice,on the next purchase occasion.This behavior is called _____.

Relationship quality represents the degree of connectedness between a consumer and a retailer.

Refer to Dissatisfied Customer Scenario.Meg refused to go back to the salon and complain.However,if Meg were to go back,create a scene,and scream about what happened to her;Meg will be engaging in _____ revenge.

Negative public publicity occurs when negative word-of-mouth spreads to a relatively large scale,possibly even involving media coverage.

Under conditions of low competitive intensity and high switching costs,dissatisfied consumers are almost certain to switch.

Consumer complaints pay off for the marketers as well as for the consumers.

Talbot's clothing store offers a program where customers get a reward of $10 for every $500 spent.As part of the program,the store keeps an account of the frequency of purchases as well amount spent on each purchase by all its customers.This is an example of a _____ program.

Antiloyal consumers are those who will do everything possible to avoid doing business with a particular marketer.

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

Consumption to Satisfaction

Consumer and Marketing Misbehavior

Filters