Exam 14: Consumption to Satisfaction

A refrigerator is an example of a durable good.

As consumers we're connected to an instant feed of live updates, breaking news, and messages. We believe that when we post something on social media, we will get instant feedback from friends. What is the term for our beliefs of what will occur?

Which term refers to satisfaction measures that assess a consumer's satisfaction with various components of a product, service, or experience?

One problem with satisfaction measures is that they are right skewed.

In which of the following conditions is a consumer more likely to experience cognitive dissonance?

With respect to attribution theory, under which element does the extent to which an outcome was able to be influenced by an individual fall?

Consumers may experience other types of emotions besides satisfaction after consumption.

The three key elements of attribution theory are expectations, control, and satisfaction.

Louis Vuitton Scenario Carla purchased a Louis Vuitton Portobello Handbag for $1,500 when she was in Toronto last weekend. She's always liked this brand but never purchased a real one before this. In fact, she has a counterfeit Louis Vuitton handbag, a wallet, and a scarf. While the counterfeit products look just as good as the real brand, they aren't of the same quality as the legitimate branded products. She was very nervous about spending so much money for a handbag, but the sales lady was so kind and explained the benefits of the brand to her and made her feel very welcome in the store. She explained that consumers can purchase true Louis Vuitton products only at Louis Vuitton stores or from its website. She also explained that if she ever had any problem with her handbag that she should return it to the store for repair or a replacement. All things considered, Carla's experience at the store and her purchase far exceeded anything she had expected. -Refer to Louis Vuitton Scenario. What driver of consumer satisfaction is the overall customer assistance Carla had experienced at the Louis Vuitton store indicative of?

According to the expectancy/disconfirmation theory, what occurs when performance perceptions are more positive than expected?

Consumer expectations can directly impact satisfaction, but only when the consumer has very little involvement.

A consumer went to a store and the price that rang up when she was checking out was higher than the price that was advertised on the shelf. This is the third time that this has happened to this consumer in this store. According to attribution theory, which element will cause her to likely expect this to happen again?

Attribution theory proposes that consumers enter into a consumption experience with predetermined cognitive expectations of a product's performance.

Which term refers to the measurement issue when the bulk of consumers indicate that they are satisfied or completely satisfied?

Non-durable goods are consumed quickly.

What is the process through which cultural meaning is transmitted to a product and onto the consumer?

All services are non-durable goods.

Consumer satisfaction is a mild, positive emotional state resulting from a favourable appraisal of a consumption outcome.

Asking the question, "How do you rate your overall satisfaction with the food at this restaurant?" is an example of which type of satisfaction measure?

Desired expectations are expectations about what a consumer really wants to happen during an experience if everything were ideal.