Exam 14: Consumption to Satisfaction

Trashing cuts down on garbage while providing raw materials for other new products.

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

Analysis of typical consumer responses to a direct,global measure scale indicates that the data are right skewed.

Authenticity means something (including an experience)is real,genuine,and unique,and has a history or tradition.

The process through which cultural ideals or values are shifted into products and then to consumers is known as _____.

According to the expectancy/disconfirmation theory,when performance perceptions exactly match what was expected,then _____ occurs.

LOUIS VUITTON SCENARIO Carla purchased a Louis Vuitton Fantaisie handbag for $1,430 when she was in New York City last weekend. She had always fancied this brand but had never purchased anything of this brand before. In fact, many of her friends purchased counterfeit Louis Vuitton handbags, wallets, and scarves. But Carla was very particular about using only genuine goods. While the counterfeit products looked just as good as the real brand, they weren't of the same quality as the legitimate branded products. When she visited the store to purchase the bag, she was very skeptical about spending so much money for a handbag, but the sales lady was so kind and explained the benefits of the brand to her and made her feel very welcome in the store. She explained that consumers could only purchase true Louis Vuitton products at Louis Vuitton stores or from its website. She also explained that if she ever encountered a problem with her handbag, she could return it to the store for repair or a replacement. All things considered, Carla's experience at the store and her purchase far exceeded anything she had expected. Her initial feeling of skepticalness on splurging on a handbag gave way to a feeling of satisfaction and pride. This feeling was further strengthened when her friend who bought a counterfeit Louis Vuitton handbag for a few hundred dollars expressed dismay over her own purchase decision after she saw Carla's authentic Louis Vuitton bag with a superior finish. -Refer to Louis Vuitton Scenario.Assume that before entering the Louis Vuitton store in New York City,Carla expected to be treated well considering she was going to spend over $1,000.Which of the following most likely corresponds to Carla's expectation?

Which of the following statements is true of consumer satisfaction?

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

When James's friend bought a convertible from a particular automobile company,James was apprehensive because he had had a bad experience with a car from the same company.James' apprehension toward his friend's purchase is an example of a(n)_____ expectation.

Which of the following consumer satisfaction measures compares the difference between expectations and performance perceptions?

Goods that are consumed quickly are known as _____ goods.

LOUIS VUITTON SCENARIO Carla purchased a Louis Vuitton Fantaisie handbag for $1,430 when she was in New York City last weekend. She had always fancied this brand but had never purchased anything of this brand before. In fact, many of her friends purchased counterfeit Louis Vuitton handbags, wallets, and scarves. But Carla was very particular about using only genuine goods. While the counterfeit products looked just as good as the real brand, they weren't of the same quality as the legitimate branded products. When she visited the store to purchase the bag, she was very skeptical about spending so much money for a handbag, but the sales lady was so kind and explained the benefits of the brand to her and made her feel very welcome in the store. She explained that consumers could only purchase true Louis Vuitton products at Louis Vuitton stores or from its website. She also explained that if she ever encountered a problem with her handbag, she could return it to the store for repair or a replacement. All things considered, Carla's experience at the store and her purchase far exceeded anything she had expected. Her initial feeling of skepticalness on splurging on a handbag gave way to a feeling of satisfaction and pride. This feeling was further strengthened when her friend who bought a counterfeit Louis Vuitton handbag for a few hundred dollars expressed dismay over her own purchase decision after she saw Carla's authentic Louis Vuitton bag with a superior finish. -Refer to Louis Vuitton Scenario.Carla's initial feeling of skepticalness on splurging on a handbag gave way to a feeling of satisfaction and pride when she learned of the replacement warranty as well as the various benefits that come with buying a genuine Louis Vuitton handbag.This feeling of satisfaction and pride corresponds best with a customer's sense of _____ fairness.

LOUIS VUITTON SCENARIO Carla purchased a Louis Vuitton Fantaisie handbag for $1,430 when she was in New York City last weekend. She had always fancied this brand but had never purchased anything of this brand before. In fact, many of her friends purchased counterfeit Louis Vuitton handbags, wallets, and scarves. But Carla was very particular about using only genuine goods. While the counterfeit products looked just as good as the real brand, they weren't of the same quality as the legitimate branded products. When she visited the store to purchase the bag, she was very skeptical about spending so much money for a handbag, but the sales lady was so kind and explained the benefits of the brand to her and made her feel very welcome in the store. She explained that consumers could only purchase true Louis Vuitton products at Louis Vuitton stores or from its website. She also explained that if she ever encountered a problem with her handbag, she could return it to the store for repair or a replacement. All things considered, Carla's experience at the store and her purchase far exceeded anything she had expected. Her initial feeling of skepticalness on splurging on a handbag gave way to a feeling of satisfaction and pride. This feeling was further strengthened when her friend who bought a counterfeit Louis Vuitton handbag for a few hundred dollars expressed dismay over her own purchase decision after she saw Carla's authentic Louis Vuitton bag with a superior finish. -Refer to Louis Vuitton Scenario.Many of Carla's friends purchased counterfeit Louis Vuitton handbags,wallets,and scarves.However,Carla was very particular about using only genuine goods.This indicates that Carla is most concerned with the _____ of the product.

Satisfaction is the only postconsumption reaction that exists.

The overall goodness or badness of a service provided is referred to as service _____.

Define consumer refuse.List the disposal alternatives available to consumers.Which alternative do you use most often?

List out some possible postconsumption reactions.

Goods that are consumed over long periods of time are known as _____ goods.

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.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.This is an example of a(n)_____ measure.