Question 1

Expectations do not affect performance perceptions.

Accepted Answer

A) True 
 B)False

Question 2

With respect to attribution theory, judgments of who is responsible for an event fall under which element?

Accepted Answer

A)  expectations 
B)  control 
C)  confirmation 
D)  locus 
A)  expectations 
B)  control 
C)  confirmation 
D)  locus

Question 3

Sam doesn't like to get rid of any of his possessions. As a result, his house is so full of stuff that he can hardly move in it. Which term is used to describe people like Sam?

Accepted Answer

A)  compiler 
B)  compulsive consumer 
C)  impulsive consumer 
D)  packrat 
A)  compiler 
B)  compulsive consumer 
C)  impulsive consumer 
D)  packrat

Question 4

Consumers form expectations based on a number of different sources.

Accepted Answer

A) True 
 B)False

Question 5

Jake collects old watches. He's particularly interested in those from the 1920s because they have a history behind them. He's learned that some are fake, however, so he takes a watch to an appraiser to ensure it is genuine before he agrees to purchase it. What is Jake concerned with regarding this product?

Accepted Answer

A)  transference 
B)  confirmation 
C)  stability 
D)  authenticity 
A)  transference 
B)  confirmation 
C)  stability 
D)  authenticity

Question 6

In 2013, Rogers topped the list as Canadian's least favourite mobile service provider. Which term refers to this negative affective reaction resulting from customer experience?

Accepted Answer

A)  consumer disconfirmation 
B)  consumer dissatisfaction 
C)  consumer anger 
D)  consumer disappointment 
A)  consumer disconfirmation 
B)  consumer dissatisfaction 
C)  consumer anger 
D)  consumer disappointment

Question 7

According to the expectancy/disconfirmation theory, disconfirmation leads to consumer dissatisfaction.

Accepted Answer

A) True 
 B)False

Question 8

Which term refers to the expectations about what a consumer really wants to happen during an experience under perfect conditions?

Accepted Answer

A)  ideal expectations 
B)  equitable expectations 
C)  realistic expectations 
D)  desired expectations 
A)  ideal expectations 
B)  equitable expectations 
C)  realistic expectations 
D)  desired expectations

Question 9

Which of the following can be thought of as the overall goodness or badness of a service provided?

Accepted Answer

A)  confirmation 
B)  disconfirmation 
C)  service quality 
D)  servicscapes 
A)  confirmation 
B)  disconfirmation 
C)  service quality 
D)  servicscapes

Question 10

Which of the following is a way of measuring service quality that captures consumers' disconfirmation of service expectations?

Accepted Answer

A)  PAD 
B)  SERVQUAL 
C)  ATO measures 
D)  AIO statements 
A)  PAD 
B)  SERVQUAL 
C)  ATO measures 
D)  AIO statements

Question 11

Which term refers to the attempt by marketers to increase the number of times a product is consumed?

Accepted Answer

A)  consumption amount 
B)  consumption value 
C)  consumption replacement 
D)  consumption frequency 
A)  consumption amount 
B)  consumption value 
C)  consumption replacement 
D)  consumption frequency

Question 12

Which of the following is NOT a type of expectations?

Accepted Answer

A)  equitable 
B)  normative 
C)  ideal 
D)  perceptual 
A)  equitable 
B)  normative 
C)  ideal 
D)  perceptual

Question 13

According to the expectancy/disconfirmation theory of consumer satisfaction, disconfirmation is the satisfaction judgment.

Accepted Answer

A) True 
 B)False

Question 14

What are durable goods?

Accepted Answer

A)  goods that are usually consumed quickly 
B)  goods that have a high consumption frequency 
C)  goods that require the consumer to go through the consumption process whereas non-durable goods do not 
D)  goods that are usually consumed over a long period of time 
A)  goods that are usually consumed quickly 
B)  goods that have a high consumption frequency 
C)  goods that require the consumer to go through the consumption process whereas non-durable goods do not 
D)  goods that are usually consumed over a long period of time

Question 15

Which term refers to the expectations of what a consumer thinks should happen given past experiences with a product or service?

Accepted Answer

A)  realistic expectations 
B)  predictive expectations 
C)  ideal expectations 
D)  normative expectations 
A)  realistic expectations 
B)  predictive expectations 
C)  ideal expectations 
D)  normative expectations

Question 16

According to the text, satisfaction should be the key outcome variable for marketers and consumers.

Accepted Answer

A) True 
 B)False

Question 17

Which activity may a consumer engage in to lessen feelings of discomfort following a purchase?

Accepted Answer

A)  looking to see if there was a better choice 
B)  maximizing the perceived importance of the decision 
C)  returning the product, if possible 
D)  not complaining about the experience 
A)  looking to see if there was a better choice 
B)  maximizing the perceived importance of the decision 
C)  returning the product, if possible 
D)  not complaining about the experience

Question 18

Hank is removing the packaging on his daughter's new Barbie doll. While some of the package can be used by his daughter as a prop to play with her doll, the rest of it is not necessary and goes in the trash. What is the term for the packaging that gets thrown away?

Accepted Answer

A)  consumer refuse 
B)  consumer waste 
C)  consumer consumption input 
D)  consumer consumption output 
A)  consumer refuse 
B)  consumer waste 
C)  consumer consumption input 
D)  consumer consumption output

Question 19

The most commonly accepted theory of consumer satisfaction is the theory of reasoned action.

Accepted Answer

A) True 
 B)False

Question 20

Explain how attribution theory is used to explain consumer satisfaction. Using this theory, explain why you were satisfied or dissatisfied with a recent consumption experience.

Accepted Answer

Attribution theory focuses on explaining

Expectations do not affect performance perceptions.

With respect to attribution theory, judgments of who is responsible for an event fall under which element?

Sam doesn't like to get rid of any of his possessions. As a result, his house is so full of stuff that he can hardly move in it. Which term is used to describe people like Sam?

Consumers form expectations based on a number of different sources.

In 2013, Rogers topped the list as Canadian's least favourite mobile service provider. Which term refers to this negative affective reaction resulting from customer experience?

According to the expectancy/disconfirmation theory, disconfirmation leads to consumer dissatisfaction.

Which term refers to the expectations about what a consumer really wants to happen during an experience under perfect conditions?

Which of the following can be thought of as the overall goodness or badness of a service provided?

Which of the following is a way of measuring service quality that captures consumers' disconfirmation of service expectations?

Which term refers to the attempt by marketers to increase the number of times a product is consumed?

Which of the following is NOT a type of expectations?

According to the expectancy/disconfirmation theory of consumer satisfaction, disconfirmation is the satisfaction judgment.

What are durable goods?

Which term refers to the expectations of what a consumer thinks should happen given past experiences with a product or service?

According to the text, satisfaction should be the key outcome variable for marketers and consumers.

Which activity may a consumer engage in to lessen feelings of discomfort following a purchase?

Hank is removing the packaging on his daughter's new Barbie doll. While some of the package can be used by his daughter as a prop to play with her doll, the rest of it is not necessary and goes in the trash. What is the term for the packaging that gets thrown away?

The most commonly accepted theory of consumer satisfaction is the theory of reasoned action.

Explain how attribution theory is used to explain consumer satisfaction. Using this theory, explain why you were satisfied or dissatisfied with a recent consumption experience.

What Is CB, and Why Should I Care?

Value and the Consumer Behaviour Value Framework

Consumer Learning Starts Here: Perception

Comprehension, Memory, and Cognitive Learning

Motivation and Emotion: Driving Consumer Behaviour

Personality, Lifestyles, and the Self-Concept

Attitudes and Attitude Change

Consumer Culture

Microcultures

Group and Interpersonal Influence

Consumers in Situations

Decision Making I: Need Recognition and Search

Decision Making II: Alternative Evaluation and Choice

Consumer Relationships

Marketing Ethics and Consumer Misbehaviour

Filters

Exam 14: Consumption to Satisfaction

Expectations do not affect performance perceptions.

With respect to attribution theory, judgments of who is responsible for an event fall under which element?

Sam doesn't like to get rid of any of his possessions. As a result, his house is so full of stuff that he can hardly move in it. Which term is used to describe people like Sam?

Consumers form expectations based on a number of different sources.

In 2013, Rogers topped the list as Canadian's least favourite mobile service provider. Which term refers to this negative affective reaction resulting from customer experience?

According to the expectancy/disconfirmation theory, disconfirmation leads to consumer dissatisfaction.

Which term refers to the expectations about what a consumer really wants to happen during an experience under perfect conditions?

Which of the following can be thought of as the overall goodness or badness of a service provided?

Which of the following is a way of measuring service quality that captures consumers' disconfirmation of service expectations?

Which term refers to the attempt by marketers to increase the number of times a product is consumed?

Which of the following is NOT a type of expectations?

According to the expectancy/disconfirmation theory of consumer satisfaction, disconfirmation is the satisfaction judgment.

What are durable goods?

Which term refers to the expectations of what a consumer thinks should happen given past experiences with a product or service?

According to the text, satisfaction should be the key outcome variable for marketers and consumers.

Which activity may a consumer engage in to lessen feelings of discomfort following a purchase?

Hank is removing the packaging on his daughter's new Barbie doll. While some of the package can be used by his daughter as a prop to play with her doll, the rest of it is not necessary and goes in the trash. What is the term for the packaging that gets thrown away?

The most commonly accepted theory of consumer satisfaction is the theory of reasoned action.

Explain how attribution theory is used to explain consumer satisfaction. Using this theory, explain why you were satisfied or dissatisfied with a recent consumption experience.

What Is CB, and Why Should I Care?

Value and the Consumer Behaviour Value Framework

Consumer Learning Starts Here: Perception

Comprehension, Memory, and Cognitive Learning

Motivation and Emotion: Driving Consumer Behaviour

Personality, Lifestyles, and the Self-Concept

Attitudes and Attitude Change

Consumer Culture

Microcultures

Group and Interpersonal Influence

Consumers in Situations

Decision Making I: Need Recognition and Search

Decision Making II: Alternative Evaluation and Choice

Consumer Relationships

Marketing Ethics and Consumer Misbehaviour

Filters