Exam 14: Consumption to Satisfaction

Leroy's Travels LLC contacts Renata, a market researcher, to assess consumer satisfaction with the travel services provided by the firm. To conduct the research, Renata collects feedback from customers by distributing questionnaires that consist of ten questions. Each question has to be rated on a scale of 1 to 5, 1 being completely dissatisfied and 5 being completely satisfied. One question from the questionnaire is as follows: ${ \text { How satisfied were you with the accommodation arrangements? } }$ ${ \text { Accommodation arrangements } }$ $\quad\quad\quad\quad\quad\quad\quad\quad\quad\quad\quad\quad\text { completely dissatisfied } \quad\quad\quad\quad\quad\quad\quad\quad\quad { \text { completely satisfied } }$ 1 2 3 4 5 The measurement approach used by Renata is an example of a(n) _____.

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

Delight, disgust, surprise, exhilaration, and even anger are some of the pre-consumption reactions.

Denise expects her incentive to be more than her co-workers as she has achieved more sales than her colleagues. In this scenario, Denise's expectation is an example of a(n) _____.

Which of the following is true of cognitive dissonance?

Negative disconfirmation leads to consumer satisfaction by disconfirming negative expectations associated with a product.

Edward plans to buy a used car and contacts his friend who owns a used car dealership. Edward anticipates that his friend will offer him the best deal and hence, does not consider other options. In this scenario, Edward's anticipation is an example of a(n) _____.

Consumers who frame expectations based on what ought to happen show a greater tendency toward being satisfied relative to consumers who experience anticipatory hope.

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

Which of the following disposal alternatives cuts down on garbage while providing raw materials for other new products?

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

What is left skewed data? What could be an alternative to measure customer satisfaction more effectively?

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

Define attribution theory. Explain how the three elements in the attribution theory help in explaining consumer satisfaction.

Expectations about what a consumer thinks will actually occur during an experience are also known as normative expectations.

Confirmatory bias is present when consumers receive recommendations from the marketer, and return policies are lenient.

Which of the following is true of customer expectations?

Which of the following theories is related to post-consumption reactions of consumers?

Cathy plans to buy a washing machine and visits a physical store to explore the different models. She is happy with the information she gets at the store and decides to buy a particular washing machine after seeing a demonstration of the product. Since her shopping experience was perfect, Cathy expects that the product is the best choice and will function well. She is happy that she will now have more personal time. In this scenario, which type of expectation does Cathy demonstrate?

Consumer satisfaction is a pre-consumption phenomenon.