Question 1

Using WD-40 as an additive to fish bait is an example of _______.

Accepted Answer

A)  counterfeit thinking 
B)  prefactual thinking 
C)  use innovativeness 
D)  usage expansion 
E)  extended use thinking 
A)  counterfeit thinking 
B)  prefactual thinking 
C)  use innovativeness 
D)  usage expansion 
E)  extended use thinking C

Question 2

Dawn and her two daughters went to see Pride & Prejudice at the movie theater. They all loved the movie and came out saying, "We're so glad she married Mr. Darcy!" This movie provided them with _____.

Accepted Answer

A)  affective performance 
B)  direct performance 
C)  instrumental performance 
D)  symbolic performance 
E)  consummatory performance 
A)  affective performance 
B)  direct performance 
C)  instrumental performance 
D)  symbolic performance 
E)  consummatory performance A

Question 3

Ronald is dissatisfied with a product he has bought. What is the first decision Ronald will make with regard to his dissatisfying situation?

Accepted Answer

A)  whether to complain to the store or to the manufacturer 
B)  whether or not to stop buying that brand 
C)  whether or not to take any external action 
D)  whether or not to initiate legal action 
E)  whether or not to complain to a government agency 
A)  whether to complain to the store or to the manufacturer 
B)  whether or not to stop buying that brand 
C)  whether or not to take any external action 
D)  whether or not to initiate legal action 
E)  whether or not to complain to a government agency C

Question 4

Firms need to satisfy consumer expectations by creating reasonable expectations through promotional efforts and maintaining consistent quality so those expectations are fulfilled.

Accepted Answer

A) True 
 B)False

Question 5

Marriott Rewards customers earn points whenever they stay at any Marriott property. Louis is in this program, and he travels quite a bit because he works in sales. He usually stays at a Courtyard by Marriott, and when he walks into the lobby, there is a sign by the desk welcoming him by name as well as other Marriott Rewards customers who might be staying there. This ongoing relationship between Louis and Marriott is an example of _____.

Accepted Answer

A)  relationship marketing 
B)  internal marketing 
C)  personal marketing 
D)  formal marketing 
E)  acquisition marketing 
A)  relationship marketing 
B)  internal marketing 
C)  personal marketing 
D)  formal marketing 
E)  acquisition marketing

Question 6

A consumer selling something to another individual through an online intermediary (i.e., eBay) is known as a consumer-to-consumer sale.

Accepted Answer

A) True 
 B)False

Question 7

Carl and his family purchased a new home, and the builder left half-empty paint cans in the garage. Carl doesn't know what to do with them because he cannot put them out in the regular trash. Carl is concerned with which of the following with regard to the paint?

Accepted Answer

A)  purchase 
B)  use 
C)  disposition 
D)  consumption 
E)  product nonuse 
A)  purchase 
B)  use 
C)  disposition 
D)  consumption 
E)  product nonuse

Question 8

Doubt or anxiety regarding a purchase a consumer has made is known as _____.

Accepted Answer

A)  postpurchase worry 
B)  postpurchase guilt 
C)  postpurchase dissonance 
D)  postpurchase shame 
E)  postpurchase fear 
A)  postpurchase worry 
B)  postpurchase guilt 
C)  postpurchase dissonance 
D)  postpurchase shame 
E)  postpurchase fear

Question 9

Which of the following factors is the MOST likely reason consumers change providers of a service?

Accepted Answer

A)  core service failure 
B)  service encounter failure 
C)  pricing 
D)  attraction by competitors 
E)  ethical problems 
A)  core service failure 
B)  service encounter failure 
C)  pricing 
D)  attraction by competitors 
E)  ethical problems

Question 10

Functional performance relates to the physical functioning of the product.

Accepted Answer

A) True 
 B)False

Question 11

For many products and services, there are wide variations in profitability across customers.

Accepted Answer

A) True 
 B)False

Question 12

Carla continued to search for information on cars even after she purchased one. She would go over her decision in her head and pay attention to ads that featured the car she bought. She was also noticing how many other people drove her model of car, which made her feel more confident that she made a wise decision. Carla is attempting to reduce _____.

Accepted Answer

A)  consumption guilt 
B)  postpurchase dissonance 
C)  postpurchase shame 
D)  postpurchase fear 
E)  consumption anxiety 
A)  consumption guilt 
B)  postpurchase dissonance 
C)  postpurchase shame 
D)  postpurchase fear 
E)  consumption anxiety

Question 13

Joyce will only drink Pepsi, and she feels an emotional attachment to it. That is the brand she was brought up on and is the one she continues to drink every day. Joyce is exhibiting _____.

Accepted Answer

A)  brand loyalty 
B)  brand leverage 
C)  brand image 
D)  brand equity 
E)  brand bias 
A)  brand loyalty 
B)  brand leverage 
C)  brand image 
D)  brand equity 
E)  brand bias

Question 14

Marketing efforts focused on a firm's current customers are generally termed _____.

Accepted Answer

A)  relationship marketing 
B)  internal marketing 
C)  personal marketing 
D)  formal marketing 
E)  acquisition marketing 
A)  relationship marketing 
B)  internal marketing 
C)  personal marketing 
D)  formal marketing 
E)  acquisition marketing

Question 15

Kimberly loves the ham and turkey from the Heavenly Ham store. There is only one store in her town, though, and it is pretty far away. She goes that direction on Saturdays for her daughter's music lesson, but by the time it's over and she's heading home, the store is already closed. Sometimes, she brings a cooler and stops there before her daughter's lesson, but most of the time she forgets to bring the cooler. She usually ends up buying lunch meat at the grocery deli. Which reason for changing providers does this represent?

Accepted Answer

A)  involuntary switching 
B)  responses to service failures 
C)  pricing 
D)  inconvenience 
E)  ethical problems 
A)  involuntary switching 
B)  responses to service failures 
C)  pricing 
D)  inconvenience 
E)  ethical problems

Question 16

Which of the following is true regarding postpurchase dissonance?

Accepted Answer

A)  All consumer purchase decisions are followed by postpurchase dissonance of some sort. 
B)  The importance of the decision to the consumer is one factor that influences the probability and magnitude of postpurchase dissonance. 
C)  The individual's tendency to experience anxiety is not related to postpurchase dissonance. 
D)  The easier it is to alter the decision, the more likely postpurchase dissonance will be. 
E)  Nominal decision making usually results in the greatest magnitude of postpurchase dissonance. 
A)  All consumer purchase decisions are followed by postpurchase dissonance of some sort. 
B)  The importance of the decision to the consumer is one factor that influences the probability and magnitude of postpurchase dissonance. 
C)  The individual's tendency to experience anxiety is not related to postpurchase dissonance. 
D)  The easier it is to alter the decision, the more likely postpurchase dissonance will be. 
E)  Nominal decision making usually results in the greatest magnitude of postpurchase dissonance.

Question 17

Which of the following is NOT a key element of relationship marketing?

Accepted Answer

A)  developing a core service or product around which to build a customer relationship 
B)  pricing in a manner to encourage loyalty 
C)  augmenting the core service or product with extra benefits 
D)  marketing to employees so that they will perform well for customers 
E)  standardizing the relationship across customers 
A)  developing a core service or product around which to build a customer relationship 
B)  pricing in a manner to encourage loyalty 
C)  augmenting the core service or product with extra benefits 
D)  marketing to employees so that they will perform well for customers 
E)  standardizing the relationship across customers

Question 18

Even if a dissatisfied consumer takes no external action, which of the following is likely?

Accepted Answer

A)  will engage in negative work-of-mouth 
B)  will stop buying that brand 
C)  will have a less favorable attitude toward the store or brand 
D)  will stop buying at that store 
E)  all of the above 
A)  will engage in negative work-of-mouth 
B)  will stop buying that brand 
C)  will have a less favorable attitude toward the store or brand 
D)  will stop buying at that store 
E)  all of the above

Question 19

The increase in product valuation based on "mere" ownership is called

Accepted Answer

A)  loyalty. 
B)  mere touch. 
C)  the endowment effect. 
D)  the IKEA effect. 
E)  the compromise effect. 
A)  loyalty. 
B)  mere touch. 
C)  the endowment effect. 
D)  the IKEA effect. 
E)  the compromise effect.

Question 20

Factors such as information quality, navigation, price, merchandise availability, purchase process, and order tracking are part of which dimension in online satisfaction and dissatisfaction?

Accepted Answer

A)  security and privacy 
B)  fulfillment and reliability 
C)  customer service 
D)  website design and interaction 
E)  all of the above 
A)  security and privacy 
B)  fulfillment and reliability 
C)  customer service 
D)  website design and interaction 
E)  all of the above

Using WD-40 as an additive to fish bait is an example of _______.

Dawn and her two daughters went to see Pride & Prejudice at the movie theater. They all loved the movie and came out saying, "We're so glad she married Mr. Darcy!" This movie provided them with _____.

Ronald is dissatisfied with a product he has bought. What is the first decision Ronald will make with regard to his dissatisfying situation?

Firms need to satisfy consumer expectations by creating reasonable expectations through promotional efforts and maintaining consistent quality so those expectations are fulfilled.

A consumer selling something to another individual through an online intermediary (i.e., eBay) is known as a consumer-to-consumer sale.

Carl and his family purchased a new home, and the builder left half-empty paint cans in the garage. Carl doesn't know what to do with them because he cannot put them out in the regular trash. Carl is concerned with which of the following with regard to the paint?

Doubt or anxiety regarding a purchase a consumer has made is known as _____.

Which of the following factors is the MOST likely reason consumers change providers of a service?

Functional performance relates to the physical functioning of the product.

For many products and services, there are wide variations in profitability across customers.

Joyce will only drink Pepsi, and she feels an emotional attachment to it. That is the brand she was brought up on and is the one she continues to drink every day. Joyce is exhibiting _____.

Marketing efforts focused on a firm's current customers are generally termed _____.

Which of the following is true regarding postpurchase dissonance?

Which of the following is NOT a key element of relationship marketing?

Even if a dissatisfied consumer takes no external action, which of the following is likely?

The increase in product valuation based on "mere" ownership is called

Factors such as information quality, navigation, price, merchandise availability, purchase process, and order tracking are part of which dimension in online satisfaction and dissatisfaction?

Introduction

Cross-Cultural Variations in Consumer Behavior

The Changing American Society: Values

The Changing American Society: Demographics and Social Stratification

The Changing American Society: Subcultures

The American Society: Family and Households

Group Influence on Consumer Behavior

Perception

Learning, Memory, and Product Positioning

Motivation, Personality, and Emotion

Attitudes and Influencing Attitudes

Self-Concept and Lifestyle

Situational Influences

Consumer Decision Process and Problem Recognition

Information Search

Alternative Evaluation and Selection

Outlet Selection and Purchase

Organizational and Buyer Behavior

Marketing Regulation and Consumer Behavior

Filters

Exam 18: Post-Purchase Processes, Customer Satisfaction, and Customer Commitment

Using WD-40 as an additive to fish bait is an example of _______.

Dawn and her two daughters went to see Pride & Prejudice at the movie theater. They all loved the movie and came out saying, "We're so glad she married Mr. Darcy!" This movie provided them with _____.

Ronald is dissatisfied with a product he has bought. What is the first decision Ronald will make with regard to his dissatisfying situation?

Firms need to satisfy consumer expectations by creating reasonable expectations through promotional efforts and maintaining consistent quality so those expectations are fulfilled.

A consumer selling something to another individual through an online intermediary (i.e., eBay) is known as a consumer-to-consumer sale.

Carl and his family purchased a new home, and the builder left half-empty paint cans in the garage. Carl doesn't know what to do with them because he cannot put them out in the regular trash. Carl is concerned with which of the following with regard to the paint?

Doubt or anxiety regarding a purchase a consumer has made is known as _____.

Which of the following factors is the MOST likely reason consumers change providers of a service?

Functional performance relates to the physical functioning of the product.

For many products and services, there are wide variations in profitability across customers.

Joyce will only drink Pepsi, and she feels an emotional attachment to it. That is the brand she was brought up on and is the one she continues to drink every day. Joyce is exhibiting _____.

Marketing efforts focused on a firm's current customers are generally termed _____.

Which of the following is true regarding postpurchase dissonance?

Which of the following is NOT a key element of relationship marketing?

Even if a dissatisfied consumer takes no external action, which of the following is likely?

The increase in product valuation based on "mere" ownership is called

Factors such as information quality, navigation, price, merchandise availability, purchase process, and order tracking are part of which dimension in online satisfaction and dissatisfaction?

Introduction

Cross-Cultural Variations in Consumer Behavior

The Changing American Society: Values

The Changing American Society: Demographics and Social Stratification

The Changing American Society: Subcultures

The American Society: Family and Households

Group Influence on Consumer Behavior

Perception

Learning, Memory, and Product Positioning

Motivation, Personality, and Emotion

Attitudes and Influencing Attitudes

Self-Concept and Lifestyle

Situational Influences

Consumer Decision Process and Problem Recognition

Information Search

Alternative Evaluation and Selection

Outlet Selection and Purchase

Organizational and Buyer Behavior

Marketing Regulation and Consumer Behavior

Filters