Exam 14: Consumption to Satisfaction

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

The level of a particular benefit that will lead to a valued end state is referred to as a(n)_____.

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

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

Jake has a passion for collecting old watches.He's particularly interested in those from the 1920s because they have a history behind them.He has learned that some of them are fake.Therefore,he takes the watches to an appraiser to ensure that they are genuine before he agrees to purchase them.Jake is concerned with the _____ of the watches.

Explain the expectancy/disconfirmation theory.Describe how it explains your satisfaction or dissatisfaction from a recent consumption experience.

Expectations that a consumer forms regarding what he or she thinks should or ought to happen given the level of work that he or she has put into the experience are called _____ expectations.

Meaning transference begins with culture.

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

_____ is the phenomenon that occurs when expectations affect performance perceptions.

Research has indicated that when expectations are held with a strong degree of confidence,both disconfirmation and performance perceptions affect satisfaction.

Define attribution theory.Explain how the three elements in the attribution theory help in explaining consumer satisfaction.Using this theory,explain why you were satisfied or dissatisfied with a recent consumption experience.

Services and experiences are usually classified as _____ by default.

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

Holly wants to have an extravagant wedding on an exotic,tropical island.She dreams that the weather will be perfect and that all her friends and family will have the most memorable time of their lives.This describes Holly's _____ expectations with regard to this event.

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

Which of the following theories states that consumers are motivated to act in accordance with their attitudes and behaviors?

FINE DINING SCENARIO Raffiné, a fine dining restaurant in Manhattan, has reservation bookings running several weeks in advance. Sara and her friends had made reservations two weeks in advance. She had come across many good reviews about the restaurant that she decided to go there. When the day finally came, Sara was excited as she had been eagerly looking forward to the dining experience in Raffiné. However, when she finally reached there and approached the reception, she was told that her name was not listed. She was made to wait for half an hour before she could get a table. Though the problem was sorted out, Sara was less than pleased as she had made reservations two weeks in advance. This initial hassle spoilt Sara's remainder of the evening and she held the poor management at Raffiné responsible. It didn't help when Sara, an environmentalist, learned that the management at Raffiné simply throws away their waste material without giving a thought for other more environmental friendly ways of disposing waste. At the end of the meal Sara was handed a customer feedback card. The card had a question-how do you rate your overall satisfaction at Raffiné? The answer choices were in the form of a scale that included completely dissatisfied/dissatisfied/satisfied/completely satisfied. Sara expressed that she was completely dissatisfied with the restaurant's overall services. -Refer to Fine Dining Scenario.Sara was less than pleased when she was made to wait for half an hour before she got a table.This initial hassle spoilt Sara's remainder of the evening and she held the poor management at Raffiné responsible.Which element in the attribution theory corresponds best with Sara holding the management responsible for her spoilt evening?

Service quality is often discussed as the difference between consumer expectations of different service aspects and the actual service that is delivered.

Jane is eagerly looking forward to attend the summer festival that will take place over the next few weeks as she believes that it will be a fun event.Jane's belief is a reflection of her _____ from the event.