Exam 14: Consumption to Satisfaction

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

Goods that are typically expensive and consumed over long periods of time are known as _____.

Prior to the 1930s, diamond engagement rings did not enjoy much significance in the United States. However, following persistent promotions by diamond companies-such as associating diamonds as symbols of the "forever" element of marriage-diamond engagement rings have now become almost a cultural requirement. In this case, which of the following phenomena can be attributed to the cultural significance gained by diamond engagement rings?

Service quality sometimes is seen as determined by the difference between consumer expectations of different service aspects and the actual service that is delivered.

Which of the following is an example of a durable good?

Expectations can affect performance perceptions.

Services and experiences are usually classified as _____ by default.

An amusement park was recently inaugurated in a city. All the customers who visited the park during the first few days were sent a feedback form via email to rate their overall satisfaction. The customers were provided four answer options to choose from in the feedback form: completely dissatisfied, dissatisfied, satisfied, or completely satisfied. This scale is an example of a(n) _____.

_____ are the cognitive component of anticipation.

In terms of regulatory focus theory, ideal expectations could be referred to as promotion-based expectations.

Anaya decides to purchase a convertible from Jupiter Cars and tells her friend, James, about it. James cautions Anaya because his experience with Jupiter Cars had been unpleasant. Anaya still places an order with Jupiter Cars because the offer was appealing. However, Anaya is worried about the quality of the convertible and Jupiter Cars' customer service. In this case, which of the following types of expectation does Anaya demonstrate?

From a regulatory focus viewpoint, equitable expectations can be called prevention-based expectations.

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

Expectations are pre-consumption beliefs concerning what will occur during an exchange and/or consumption of a product.

According to the expectancy/disconfirmation theory, when performance perceptions exactly match what was expected, then _____ occurs.

The basic disconfirmation model proposes that consumers enter into a consumption experience without predetermined expectations.

In consumer behavior, _____ is the tendency for expectations to guide performance perceptions.

Dina requests a new landline telephone connection. However, on the day the connection was to be set up, torrential rains damage the telephone lines. Dina got the telephone connection after several weeks. She understands that the delay was not the fault of the telephone company. Which of the following elements in the attribution theory corresponds best with Dina's realization?

When Eleanor went to Letty's department store, she noticed that the price that rang up when she was billing was much higher than the price advertised on the shelf. This was the third time she experienced such a price difference at the store. While she did not stop frequenting Letty's as it was closest to her house, she started becoming wary and looking out for a price difference in the bill each time she shopped there. In this scenario, which of the following elements in the attribution theory corresponds best with Eleanor's wariness?

Differentiate durable and nondurable goods with examples.