Question 1

Top-line performance is a business term referring to sales growth, sales being at the top of an earnings statement.

Accepted Answer

A) True 
 B)False

Question 2

Identify an accurate statement about customer satisfaction.

Accepted Answer

A)  It creates strong behavioral motivations. 
B)  It is a pre-consumption phenomenon. 
C)  It results from a cognitive appraisal. 
D)  It is an outcome of cognitive dissonance. 
A)  It creates strong behavioral motivations. 
B)  It is a pre-consumption phenomenon. 
C)  It results from a cognitive appraisal. 
D)  It is an outcome of cognitive dissonance.

Question 3

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

Accepted Answer

A)  Tolerance 
B)  Fear 
C)  Envy 
D)  Detachment 
A)  Tolerance 
B)  Fear 
C)  Envy 
D)  Detachment

Question 4

Gwen waits tables at a coffee shop. While the coffee shop is always crowded, on one particular rainy day, there were very few customers. Although the coffee shop is popular in the locality, Gwen blames her manager for not advertising the shop. She attributes the lack of advertisement to the fewer customers on that day. In this scenario, which element of the attribution theory does Gwen associate with the cause for fewer customers on a rainy day?

Accepted Answer

A)  Locus 
B)  Bias 
C)  Uniformity 
D)  Stability 
A)  Locus 
B)  Bias 
C)  Uniformity 
D)  Stability

Question 5

Packrats hang onto a relatively manageable number of cherished mementos from the past that bring a great deal of value through nostalgia or personal memories.

Accepted Answer

A) True 
 B)False

Question 6

Consumption frequency refers to the number of consumers consuming the same product or service in a given geographic location.

Accepted Answer

A) True 
 B)False

Question 7

Hope is the level of a particular benefit that will lead to a valued end state.

Accepted Answer

A) True 
 B)False

Question 8

Define consumer refuse. List the disposal alternatives available to consumers.

Accepted Answer

Answers will vary. Consumer refuse is an

Question 9

Define expectations. Describe the four types of consumer expectations.

Accepted Answer

Answers will vary. Expectations are pre-

Question 10

Identify a true statement about attribution theory.

Accepted Answer

A)  It states that consumers are motivated to act in accordance with their attitudes and behaviors. 
B)  It proposes that people compare their own level of inputs and outcomes to those of another party in an exchange. 
C)  It proposes that consumers look for the cause of particular consumption experiences when arriving at satisfaction judgments. 
D)  It proposes that consumers use expectations as a benchmark against which performance perceptions are judged. 
A)  It states that consumers are motivated to act in accordance with their attitudes and behaviors. 
B)  It proposes that people compare their own level of inputs and outcomes to those of another party in an exchange. 
C)  It proposes that consumers look for the cause of particular consumption experiences when arriving at satisfaction judgments. 
D)  It proposes that consumers use expectations as a benchmark against which performance perceptions are judged.

Question 11

Satisfaction as an emotion is extremely strong and creates relatively strong behavioral reactions.

Accepted Answer

A) True 
 B)False

Question 12

Managers believe that initiatives that increase customer satisfaction always improve top-line performance.

Accepted Answer

A) True 
 B)False

Question 13

Equity theory proposes that consumers are satisfied with their own level of inputs and outcomes in an exchange and make no effort to compare them with that of another party.

Accepted Answer

A) True 
 B)False

Question 14

Darrell has a negative perception about plasma televisions and thinks that they are less energy-efficient. His son buys a plasma television for its superior picture quality. However, Darrell tries to find faults with the plasma television due to his preconceived notion. In this scenario, which of the following phenomena does Darrell demonstrate?

Accepted Answer

A)  Confirmatory bias 
B)  Positive disconfirmation 
C)  Interactional fairness 
D)  Authenticity paradox 
A)  Confirmatory bias 
B)  Positive disconfirmation 
C)  Interactional fairness 
D)  Authenticity paradox

Question 15

List out some possible post-consumption reactions other than satisfaction. Why is it important to assess these reactions of consumers?

Accepted Answer

Answers will vary. Some possible post-co

Question 16

In the context of consumer satisfaction, _____ is the level of a particular benefit that will lead to a valued end state.

Accepted Answer

A)  a packrat 
B)  bias 
C)  a desire 
D)  hope 
A)  a packrat 
B)  bias 
C)  a desire 
D)  hope

Question 17

Which of the following defines consumption?

Accepted Answer

A)  It is the number of times a product or service is consumed in a given time period. 
B)  It is the process that converts time, goods, ideas, or services into value for customers. 
C)  It is the tendency for expectations to guide performance perceptions. 
D)  It is the degree to which something seems genuine and part of history. 
A)  It is the number of times a product or service is consumed in a given time period. 
B)  It is the process that converts time, goods, ideas, or services into value for customers. 
C)  It is the tendency for expectations to guide performance perceptions. 
D)  It is the degree to which something seems genuine and part of history.

Question 18

Durable goods are goods that are consumed over extremely short periods of time.

Accepted Answer

A) True 
 B)False

Question 19

Patty buys a product from a spa that is labelled "facelift in a bottle." She pays $69.95 for the product and takes it home anticipating that using the product will make her look young. Based on the information provided, which of the following emotions best reflects Patty's expectation from the product?

Accepted Answer

A)  Pride 
B)  Hope 
C)  Confusion 
D)  Surprise 
A)  Pride 
B)  Hope 
C)  Confusion 
D)  Surprise

Question 20

Confirmatory bias is particularly present when:

Accepted Answer

A)  return policies are strict. 
B)  consumers receive recommendations from the marketer. 
C)  expectations are high. 
D)  consumer expectations are in line with consumption experience. 
A)  return policies are strict. 
B)  consumers receive recommendations from the marketer. 
C)  expectations are high. 
D)  consumer expectations are in line with consumption experience.

Top-line performance is a business term referring to sales growth, sales being at the top of an earnings statement.

Identify an accurate statement about customer satisfaction.

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

Packrats hang onto a relatively manageable number of cherished mementos from the past that bring a great deal of value through nostalgia or personal memories.

Consumption frequency refers to the number of consumers consuming the same product or service in a given geographic location.

Hope is the level of a particular benefit that will lead to a valued end state.

Define consumer refuse. List the disposal alternatives available to consumers.

Define expectations. Describe the four types of consumer expectations.

Identify a true statement about attribution theory.

Satisfaction as an emotion is extremely strong and creates relatively strong behavioral reactions.

Managers believe that initiatives that increase customer satisfaction always improve top-line performance.

Equity theory proposes that consumers are satisfied with their own level of inputs and outcomes in an exchange and make no effort to compare them with that of another party.

List out some possible post-consumption reactions other than satisfaction. Why is it important to assess these reactions of consumers?

In the context of consumer satisfaction, _____ is the level of a particular benefit that will lead to a valued end state.

Which of the following defines consumption?

Durable goods are goods that are consumed over extremely short periods of time.

Confirmatory bias is particularly present when:

What is CB and Why Should I Care?

Value and the Consumer Behavior 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

Beyond Consumer Relationships

Consumer and Marketing Misbehavior

Filters

Exam 14: Consumption to Satisfaction

Top-line performance is a business term referring to sales growth, sales being at the top of an earnings statement.

Identify an accurate statement about customer satisfaction.

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

Packrats hang onto a relatively manageable number of cherished mementos from the past that bring a great deal of value through nostalgia or personal memories.

Consumption frequency refers to the number of consumers consuming the same product or service in a given geographic location.

Hope is the level of a particular benefit that will lead to a valued end state.

Define consumer refuse. List the disposal alternatives available to consumers.

Define expectations. Describe the four types of consumer expectations.

Identify a true statement about attribution theory.

Satisfaction as an emotion is extremely strong and creates relatively strong behavioral reactions.

Managers believe that initiatives that increase customer satisfaction always improve top-line performance.

Equity theory proposes that consumers are satisfied with their own level of inputs and outcomes in an exchange and make no effort to compare them with that of another party.

List out some possible post-consumption reactions other than satisfaction. Why is it important to assess these reactions of consumers?

In the context of consumer satisfaction, _____ is the level of a particular benefit that will lead to a valued end state.

Which of the following defines consumption?

Durable goods are goods that are consumed over extremely short periods of time.

Confirmatory bias is particularly present when:

What is CB and Why Should I Care?

Value and the Consumer Behavior 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

Beyond Consumer Relationships

Consumer and Marketing Misbehavior

Filters