Exam 14: Consumption to Satisfaction

A self-ascribed event occurs when a consumer blames him- or herself for a bad event.

To the manufacturers of GoPro the product isn't just a camera. It's a tool to inspire you to live your life as a thrilling adventure worth documenting. If you want to "Go Pro" then you get a GoPro. Which emotion was does GoPro want customers to experience?

Which term refers to any packaging that is no longer necessary for consumption to take place?

According the expectancy/disconfirmation theory, which of the following leads to consumer satisfaction?

A family had dinner at The Keg, a chain of steak restaurants. They all commented that they enjoyed the restaurant and thought the food was good. Which term best describes their consumption outcome?

Denise thinks she should get a bigger bonus than her co-workers because she sold more of the company's products than the others. Which type of expectation does this represent?

Expectations are the level of a particular benefit that will lead to a valued end state.

James purchased a Honda Accord and expects that he will like it just as much as he did his previous Honda Accord. Which type of expectations is James experiencing?

With regard to attribution theory, which element refers to the likelihood that an event will occur again in the future?

Meaning transference begins with culture.

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

The locus element of attribution theory involves the extent to which an outcome was controllable or not.

Which consumer theory proposes that consumers use expectations as a benchmark against which performance perceptions are judged and this comparison is a primary basis for satisfaction/dissatisfaction?

Self-attribution theory states that consumers are motivated to act in accordance with their attitudes and behaviours.

What represents the level of a particular benefit that will lead to a valued end state?

Consumer expectations have two components, with the first part being the probability that something will occur. What is the other part?

Which term refers to a mild, positive emotional state resulting from a favourable appraisal of a consumption outcome?

According the expectancy/disconfirmation theory, expectations can only impact satisfaction through the disconfirmation process.

Which term refers to a consumer's mild, negative affective reaction resulting from an unfavourable appraisal of a consumption outcome?

Service quality can be thought of as the overall goodness or badness of a service provided.