Exam 14: Consumption to Satisfaction

Services and experiences are usually classified as durable by default.

A refrigerator is an example of a durable good.

Emotions influence consumer behavior only after the consumption of a product or service.

In the context of disposing of consumer refuse, recycling cuts down on garbage while providing raw materials for other new products.

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

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

Jane purchases a new laptop. She believes that the laptop's battery will be long-lasting and that it is worth the price she paid. In this case, Jane's belief is a reflection of her _____ of the event.

What is service quality? How is it measured?

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

Consumer satisfaction is important because:

Identify the conditions when a consumer is more likely to experience true dissonance following a purchase.

Which of the following is true of a consumption experience?

Attribution theory focuses on explaining why a certain event has occurred.

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

If performance perceptions are more positive than what was expected, neutral disconfirmation occurs.

Explain the expectancy/disconfirmation theory.

Edorta is a popular and expensive brand of watches since 1920. Although several fake Edorta watches are sold in the market, an original Edorta watch can be identified from its dial, which is made of platinum. In this case, the platinum dial of Edorta watches marks its _____.

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

Identify a true statement about consumer dissatisfaction.

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