Exam 14: Consumption to Satisfaction

Cognitive dissonance refers to lingering doubts about a decision that has already been made.

Which of the following theories consists of the three elements-locus,control,and stability?

Patty saw a product at a spa that claimed it was a "facelift in a bottle." She asked the salesclerk if the claim was true.The salesclerk guaranteed Patty that the effects would be visible if the product was used regularly.Patty paid $69.95 for the product and took it home anticipating a positive result from using it.Which of the following best reflects Patty's expectation from the product?

A mild,negative affective reaction resulting from an unfavorable appraisal of a consumption outcome is known as consumer _____.

Who among the following possess a lifestyle trait leading to a strong tendency toward retaining consumption-related possessions?

Edward,who is planning to get himself a pre-owned car,did not visit any dealerships as he expects a good deal from his friend who sells pre-owned cars.Edward's expectation is an example of a(n)_____ expectation.

Which of the following theories proposes that consumers cognitively compare their own level of inputs and outcomes to those of another party in an exchange?

Emotions influence consumer behavior only after the consumption of a product or service.

Expectations about what a consumer thinks will actually occur during an experience are also known as normative expectations.

Which of the following leads to consumer satisfaction?

If performance perceptions exactly match what was expected,neutral disconfirmation is said to occur.

The attribution theory _____.

Gwen was less than happy with her last visit to her favorite coffee shop.She held the manager responsible for the delayed services offered to customers.She attributed the cause to the fact that the management was not well prepared to cater to the sudden rush as they had very few employees present on that particular day.Which element of the attribution theory did Gwen associate with the cause for her perceived dissatisfaction?

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

Which of the following elements in the attribution theory refers to the likelihood that an event will occur again in the future?

Expectations are preconsumption beliefs concerning what will occur during an exchange and/or consumption of a product.

A market researcher was contacted by a travel firm to assess consumer satisfaction on the travel services provided by the firm.The researcher collected feedback from customers by distributing questionnaires.The questionnaire consisted of ten questions and each question had five options ranging from completely dissatisfied to completely satisfied.One such question from the questionnaire is as follows: This is an example of a(n)_____ measure.

Expectations of what a consumer thinks should happen given past experiences with a product or service are called _____ expectations.

Which of the following is true of cognitive dissonance?

When Lori moved into a new house,the phone company was supposed to provide her a phone connection in a month's time.However,a hurricane struck on the day the serviceman was supposed to hook it up.Lori did not get the connection until after several months because of the devastation wrecked by the hurricane.Lori was not mad as she realized that neither did the phone company regulate the weather nor the extent of the destruction caused by the hurricane.Which of the following elements in the attribution theory corresponds best with Lori's realization?