Exam 14: Consumption to Satisfaction

When Sam's friends decided to celebrate his birthday at Grace's Steaks,a popular steakhouse,Sam was uncertain as he had his reservations against the quality of meat served there.On the day of the party,though everyone enjoyed dinner,Sam still harbored his misgivings about the place.Which of the following theories best explains Sam's postconsumption evaluation of Grace's Steaks?

Expectations that a consumer forms regarding what he or she thinks should happen given the level of work that he or she has put into the experience are known as predictive expectations.

The confirmatory bias works in conjunction with the self-perception theory.

Define expectations.Describe the four types of consumer expectations with an example for each.

When Laura went to a particular store,she noticed that the price that rang up when she was billing was much higher than the price that was advertised on the shelf.This was the third time that she experienced the price differences in the same store but that did not stop her from buying at that store.She was extremely satisfied with the quality of the goods and this made her visit the store occasionally.But after the third incident,she started expecting the price difference every time she went to that store.Which of the following elements in the attribution theory corresponds best with Laura's expectation?

The consumption of synthetic experiences adds value over the consumption of authentic things particularly when the consumption environment contains high degrees of symbolism.

Soft drinks and facial tissues are examples of _____ goods.

An inequitable exchange can occur when a consumer believes that he or she has been taken advantage of by a company or when another customer has been treated more favorably.

Nondurable goods are consumed over a long duration.

According to the expectancy/disconfirmation theory,when performance perceptions do not meet expectations,_____ occurs.

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 had come across many good reviews on Raffiné,and she was eagerly looking forward to the dining experience there.However,she was less than pleased with their services and therefore did not enjoy dining at the restaurant.Which of the following is most likely to have occurred?

Which of the following is an example of a nondurable good?

_____ is a mild,positive emotional state resulting from a favorable appraisal of a consumption outcome.

A consumer is more likely to experience true dissonance following a purchase when _____.

Which of the following is a fundamental emotion evoked by positive,anticipatory appraisals which signal uncertainty about a positive outcome?

Hope is a fundamental emotion evoked by positive,anticipatory appraisals which signal uncertainty about a positive outcome.

Any packaging that is no longer necessary for consumption to take place is referred to as consumer _____.

Consumer dissatisfaction can be defined as a mild,negative affective reaction resulting from an unfavorable appraisal of a consumption outcome.

Attribution theory focuses on explaining why a certain event has occurred.

Identify the conditions when a consumer is more likely to experience true dissonance following a purchase.