Exam 14: Consumption to Satisfaction

Expectations that form about what a consumer thinks will actually occur during an experience are called _____ expectations.

Consumer satisfaction is a preconsumption phenomenon.

Which of the following terms captures how fairly a consumer believes he/she is treated when dealing with service personnel in resolving some issue?

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.When Sara,an environmentalist,learned that the management at Raffiné simply throws away their waste material without giving a thought for other more environment friendly ways of disposing waste,she was less than pleased.Which of the following disposal alternatives is used at Raffiné?

The process through which cultural meaning is transferred to a product and onto the consumer is called meaning transference.

Consumption frequency refers to the number of consumers consuming the same product or service in a given geographic location.

Consumer refuse is any packaging that is no longer necessary for consumption to take place or,in some cases,the actual good that is no longer providing value to the consumer.

When a consumer has no previous experience or expectation regarding a product,then perception directly influences satisfaction.

The tendency for expectations to guide performance perceptions is called confirmatory bias.

The locus element of the attribution theory involves judgments of whether the outcome was controllable or not.

Which of the following terms refers to lingering doubts about a decision that has already been made?

A refrigerator is an example of a durable good.

Which of the following disposal alternatives involves consumers simply throwing away waste material?

Negative disconfirmation leads to consumer satisfaction by disconfirming negative expectations associated with the product.

Equity theory proposes that consumers are satisfied with their own level of inputs and outcomes in an exchange and make no effort to compare them with that of another party.

Define consumer satisfaction.How does it differ from other important consumer behavior concepts?

Initiatives that increase customer satisfaction always improve top-line performance.

The basic disconfirmation model proposes that consumers enter into a consumption experience with predetermined cognitive expectations of consumption.

Expectations are the cognitive component of _____.

Consumers who frame expectations based on what ought to happen show a greater tendency toward being satisfied relative to consumers who experience anticipatory hope.