Question 1

Disposition of the product or the product's container may occur before, during, or after product use.

Accepted Answer

A) True 
 B)False

Question 2

Why must manufacturers design products with both the primary purpose and other potential uses in mind?

Accepted Answer

A)  consumers demand it 
B)  competition requires it 
C)  to be able to promote secondary uses 
D)  stringent product liability laws 
E)  to save on research and development costs 
A)  consumers demand it 
B)  competition requires it 
C)  to be able to promote secondary uses 
D)  stringent product liability laws 
E)  to save on research and development costs

Question 3

Service employees who are uncaring, impolite, unresponsive, or unknowledgeable will cause consumers to switch providers for which reason?

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 4

The costs of finding, evaluating, and adopting another solution are known as _____.

Accepted Answer

A)  incurred costs 
B)  switching costs 
C)  effort costs 
D)  balancing costs 
E)  committed costs 
A)  incurred costs 
B)  switching costs 
C)  effort costs 
D)  balancing costs 
E)  committed costs

Question 5

Which of the following occurs when a consumer actively acquires a product that is not used or used only sparingly relative to its potential use?

Accepted Answer

A)  consumption guilt 
B)  nonconsumption guilt 
C)  product nonuse 
D)  counterfactual thinking 
E)  prefactual thinking 
A)  consumption guilt 
B)  nonconsumption guilt 
C)  product nonuse 
D)  counterfactual thinking 
E)  prefactual thinking

Question 6

If a customer is dissatisfied with a company's product, the company would prefer that he or she complains to the company.

Accepted Answer

A) True 
 B)False

Question 7

Affective performance can arise from only the symbolic dimension of product performance.

Accepted Answer

A) True 
 B)False

Question 8

Many customer loyalty programs are designed to generate repeat purchases rather than committed customers.

Accepted Answer

A) True 
 B)False

Question 9

Pam and her friends ate at a new Italian restaurant, and the food, service, and ambiance exceeded their expectations. They all decided that this was the only Italian restaurant they will ever go to again in their town. This is an illustration of _____.

Accepted Answer

A)  nonsatisfaction 
B)  extended decision making 
C)  commitment 
D)  relationship marketing 
E)  customer value 
A)  nonsatisfaction 
B)  extended decision making 
C)  commitment 
D)  relationship marketing 
E)  customer value

Question 10

A consumer's decision of whether or not to take action when he or she is dissatisfied is a function of which of the following?

Accepted Answer

A)  importance of the purchase to the consumer 
B)  ease of taking action 
C)  consumer's existing level of overall satisfaction with the brand or outlet 
D)  characteristics of the consumer involved 
E)  all of the above 
A)  importance of the purchase to the consumer 
B)  ease of taking action 
C)  consumer's existing level of overall satisfaction with the brand or outlet 
D)  characteristics of the consumer involved 
E)  all of the above

Question 11

Renee has been going to the same dentist for years. However, her employer changed her dental insurance plan, and her dentist was not part of the plan. She had to switch to an approved dentist. Which reason for changing providers does this represent?

Accepted Answer

A)  involuntary switching 
B)  responses to service failures 
C)  pricing 
D)  attraction by competitors 
E)  ethical problems 
A)  involuntary switching 
B)  responses to service failures 
C)  pricing 
D)  attraction by competitors 
E)  ethical problems

Question 12

Which of the following is a key element of relationship marketing?

Accepted Answer

A)  customizing the relationship to the individual customer 
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)  all of the above 
A)  customizing the relationship to the individual customer 
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)  all of the above

Question 13

An attempt to develop an ongoing, expanding exchange relationship with a firm's customers is called _____.

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 14

George has used the same company for his car and home insurance for more than 20 years. Any claim he has made has been handled fairly and quickly. A major hurricane came through his area causing many individuals, including George, and business owners to lose everything. While he was hearing about so many insurance claim nightmares, he knew his company would come through because he trusts this company. George is an example of a(n) _____.

Accepted Answer

A)  repeat purchaser 
B)  satisfied buyer 
C)  total buyer 
D)  committed customer 
E)  affective customer 
A)  repeat purchaser 
B)  satisfied buyer 
C)  total buyer 
D)  committed customer 
E)  affective customer

Question 15

Employees who deal directly with consumers are known as _____.

Accepted Answer

A)  foot soldiers 
B)  clerks 
C)  consumer-level employees 
D)  frontline employees 
E)  primary employees 
A)  foot soldiers 
B)  clerks 
C)  consumer-level employees 
D)  frontline employees 
E)  primary employees

Question 16

Exploding demand and short product life spans for high-tech gadgets such as cell phones, personal computers, and various other personal electronic devices is creating growing concerns over _____.

Accepted Answer

A)  e-waste 
B)  poisonous waste 
C)  hazardous waste 
D)  reusable waste 
E)  recyclable waste 
A)  e-waste 
B)  poisonous waste 
C)  hazardous waste 
D)  reusable waste 
E)  recyclable waste

Question 17

Which dimension of product performance relates to aesthetic or image-enhancement performance?

Accepted Answer

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

Question 18

Savannah works at the front desk at a Marriott Hotel. If a guest has a complaint, she is empowered to make amends up to a certain amount without her supervisor's approval. Savannah is known as a _____.

Accepted Answer

A)  decision maker 
B)  key employee 
C)  consumer-level employee 
D)  frontline employee 
E)  primary employee 
A)  decision maker 
B)  key employee 
C)  consumer-level employee 
D)  frontline employee 
E)  primary employee

Question 19

A consumer can be neither satisfied nor dissatisfied.

Accepted Answer

A) True 
 B)False

Question 20

Sometimes, consumers purchase products and do not use them.

Accepted Answer

A) True 
 B)False

Disposition of the product or the product's container may occur before, during, or after product use.

Why must manufacturers design products with both the primary purpose and other potential uses in mind?

Service employees who are uncaring, impolite, unresponsive, or unknowledgeable will cause consumers to switch providers for which reason?

The costs of finding, evaluating, and adopting another solution are known as _____.

Which of the following occurs when a consumer actively acquires a product that is not used or used only sparingly relative to its potential use?

If a customer is dissatisfied with a company's product, the company would prefer that he or she complains to the company.

Affective performance can arise from only the symbolic dimension of product performance.

Many customer loyalty programs are designed to generate repeat purchases rather than committed customers.

Pam and her friends ate at a new Italian restaurant, and the food, service, and ambiance exceeded their expectations. They all decided that this was the only Italian restaurant they will ever go to again in their town. This is an illustration of _____.

A consumer's decision of whether or not to take action when he or she is dissatisfied is a function of which of the following?

Renee has been going to the same dentist for years. However, her employer changed her dental insurance plan, and her dentist was not part of the plan. She had to switch to an approved dentist. Which reason for changing providers does this represent?

Which of the following is a key element of relationship marketing?

An attempt to develop an ongoing, expanding exchange relationship with a firm's customers is called _____.

Employees who deal directly with consumers are known as _____.

Exploding demand and short product life spans for high-tech gadgets such as cell phones, personal computers, and various other personal electronic devices is creating growing concerns over _____.

Which dimension of product performance relates to aesthetic or image-enhancement performance?

Savannah works at the front desk at a Marriott Hotel. If a guest has a complaint, she is empowered to make amends up to a certain amount without her supervisor's approval. Savannah is known as a _____.

A consumer can be neither satisfied nor dissatisfied.

Sometimes, consumers purchase products and do not use them.

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

Disposition of the product or the product's container may occur before, during, or after product use.

Why must manufacturers design products with both the primary purpose and other potential uses in mind?

Service employees who are uncaring, impolite, unresponsive, or unknowledgeable will cause consumers to switch providers for which reason?

The costs of finding, evaluating, and adopting another solution are known as _____.

Which of the following occurs when a consumer actively acquires a product that is not used or used only sparingly relative to its potential use?

If a customer is dissatisfied with a company's product, the company would prefer that he or she complains to the company.

Affective performance can arise from only the symbolic dimension of product performance.

Many customer loyalty programs are designed to generate repeat purchases rather than committed customers.

Pam and her friends ate at a new Italian restaurant, and the food, service, and ambiance exceeded their expectations. They all decided that this was the only Italian restaurant they will ever go to again in their town. This is an illustration of _____.

A consumer's decision of whether or not to take action when he or she is dissatisfied is a function of which of the following?

Renee has been going to the same dentist for years. However, her employer changed her dental insurance plan, and her dentist was not part of the plan. She had to switch to an approved dentist. Which reason for changing providers does this represent?

Which of the following is a key element of relationship marketing?

An attempt to develop an ongoing, expanding exchange relationship with a firm's customers is called _____.

Employees who deal directly with consumers are known as _____.

Exploding demand and short product life spans for high-tech gadgets such as cell phones, personal computers, and various other personal electronic devices is creating growing concerns over _____.

Which dimension of product performance relates to aesthetic or image-enhancement performance?

Savannah works at the front desk at a Marriott Hotel. If a guest has a complaint, she is empowered to make amends up to a certain amount without her supervisor's approval. Savannah is known as a _____.

A consumer can be neither satisfied nor dissatisfied.

Sometimes, consumers purchase products and do not use them.

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