Question 1

Which of the following is TRUE regarding the Net Promoter Score (NPS)?

Accepted Answer

A)  It works well in all industries. 
B)  It asks WOM questions. 
C)  It calculates satisfaction scores. 
D)  It is difficult to use. 
E)  All of the above are true. 
A)  It works well in all industries. 
B)  It asks WOM questions. 
C)  It calculates satisfaction scores. 
D)  It is difficult to use. 
E)  All of the above are true.

Question 2

Define the concept of postpurchase dissonance, and discuss the factors that influence the probability and magnitude of a consumer experiencing it.

Accepted Answer

Postpurchase dissonance is doubt or anxi

Question 3

Jose and his family, all Mexican by birth, went to dine at a new Mexican restaurant in Houston, which is home to many outstanding Mexican restaurants. They were expecting authentic Mexican food, and they got it. They most likely experienced _____.

Accepted Answer

A)  satisfaction 
B)  dissatisfaction 
C)  amazement 
D)  nonsatisfaction 
E)  surprise 
A)  satisfaction 
B)  dissatisfaction 
C)  amazement 
D)  nonsatisfaction 
E)  surprise

Question 4

Which of the following is a source of increased customer profitability over time?

Accepted Answer

A)  increased sales volume 
B)  lower costs 
C)  referrals 
D)  price premium 
E)  all of the above 
A)  increased sales volume 
B)  lower costs 
C)  referrals 
D)  price premium 
E)  all of the above

Question 5

Consumers who exhibit a positively biased behavior toward a specific brand are 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 6

Leon is concerned with the reliability and durability of laptop computers he is considering purchasing. This represents which dimension of product performance?

Accepted Answer

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

Question 7

Nominal and most limited decision making will not produce postpurchase dissonance.

Accepted Answer

A) True 
 B)False

Question 8

A brand whose perceived performance falls below expectations generally produces _____.

Accepted Answer

A)  satisfaction 
B)  dissatisfaction 
C)  nonsatisfaction 
D)  elation 
E)  fear 
A)  satisfaction 
B)  dissatisfaction 
C)  nonsatisfaction 
D)  elation 
E)  fear

Question 9

Which type of sale occurs when one consumer sells a product directly to another with or without the assistance of a commercial intermediary?

Accepted Answer

A)  direct-to-consumer sale 
B)  consumer-to-consumer sale 
C)  personal sale 
D)  private sale 
E)  direct marketing 
A)  direct-to-consumer sale 
B)  consumer-to-consumer sale 
C)  personal sale 
D)  private sale 
E)  direct marketing

Question 10

Which of the following is an alternative once a consumer has decided to get rid of a product?

Accepted Answer

A)  sell it 
B)  give it away 
C)  loan it to someone 
D)  throw it away 
E)  all of the above 
A)  sell it 
B)  give it away 
C)  loan it to someone 
D)  throw it away 
E)  all of the above

Question 11

Which of the following is NOT a possible outcome once a consumer is satisfied?

Accepted Answer

A)  committed customer 
B)  discontinued use 
C)  repeat purchases 
D)  increased use 
E)  All of the above are possible outcomes. 
A)  committed customer 
B)  discontinued use 
C)  repeat purchases 
D)  increased use 
E)  All of the above are possible outcomes.

Question 12

Monique is buying a new coat for the winter. While she is concerned with how well the coat will keep her warm, she is also concerned with how stylish it will make her look. Her concern for stylishness represents which dimension of product performance?

Accepted Answer

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

Question 13

Which of the following is NOT a source of increased customer profitability over time?

Accepted Answer

A)  increased sales volume 
B)  lower costs 
C)  referrals 
D)  increased churn 
E)  price premium 
A)  increased sales volume 
B)  lower costs 
C)  referrals 
D)  increased churn 
E)  price premium

Question 14

An outlet or brand whose performance confirms a low-performance expectation generally will result in _____.

Accepted Answer

A)  satisfaction 
B)  dissatisfaction 
C)  nonsatisfaction 
D)  elation 
E)  anger 
A)  satisfaction 
B)  dissatisfaction 
C)  nonsatisfaction 
D)  elation 
E)  anger

Question 15

Factors such as timely delivery, order accuracy, billing accuracy, and merchandise quality 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

Question 16

Committed customers are less likely to forgive a product or service failure.

Accepted Answer

A) True 
 B)False

Question 17

When perceptions of product performance match expectations that are at or above the minimum performance level, _____ generally results.

Accepted Answer

A)  satisfaction 
B)  dissatisfaction 
C)  nonsatisfaction 
D)  elation 
E)  surprise 
A)  satisfaction 
B)  dissatisfaction 
C)  nonsatisfaction 
D)  elation 
E)  surprise

Question 18

Which of the following is FALSE regarding committed customers?

Accepted Answer

A)  They are unlikely to consider additional information when making a purchase. 
B)  They are resistant to competitors' marketing efforts. 
C)  They are less likely to forgive an occasional product or service failure. 
D)  They are likely to be a source of positive word-of-mouth. 
E)  They are more profitable to the firm than mere repeat purchasers. 
A)  They are unlikely to consider additional information when making a purchase. 
B)  They are resistant to competitors' marketing efforts. 
C)  They are less likely to forgive an occasional product or service failure. 
D)  They are likely to be a source of positive word-of-mouth. 
E)  They are more profitable to the firm than mere repeat purchasers.

Question 19

Disposition of the product or the product's container may occur _____ product use.

Accepted Answer

A)  during 
B)  after 
C)  before 
D)  A and B 
E)  A, B, and c 
A)  during 
B)  after 
C)  before 
D)  A and B 
E)  A, B, and c

Question 20

Eric booked a hotel through hotels.com. However, when he arrived at the hotel, they had no record of his reservation, and he was unable to get a room. He decided then that he would never use this service again. Which reason for changing providers does this represent?

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

Which of the following is TRUE regarding the Net Promoter Score (NPS)?

Define the concept of postpurchase dissonance, and discuss the factors that influence the probability and magnitude of a consumer experiencing it.

Jose and his family, all Mexican by birth, went to dine at a new Mexican restaurant in Houston, which is home to many outstanding Mexican restaurants. They were expecting authentic Mexican food, and they got it. They most likely experienced _____.

Which of the following is a source of increased customer profitability over time?

Consumers who exhibit a positively biased behavior toward a specific brand are exhibiting _____.

Leon is concerned with the reliability and durability of laptop computers he is considering purchasing. This represents which dimension of product performance?

Nominal and most limited decision making will not produce postpurchase dissonance.

A brand whose perceived performance falls below expectations generally produces _____.

Which type of sale occurs when one consumer sells a product directly to another with or without the assistance of a commercial intermediary?

Which of the following is an alternative once a consumer has decided to get rid of a product?

Which of the following is NOT a possible outcome once a consumer is satisfied?

Monique is buying a new coat for the winter. While she is concerned with how well the coat will keep her warm, she is also concerned with how stylish it will make her look. Her concern for stylishness represents which dimension of product performance?

Which of the following is NOT a source of increased customer profitability over time?

An outlet or brand whose performance confirms a low-performance expectation generally will result in _____.

Factors such as timely delivery, order accuracy, billing accuracy, and merchandise quality are part of which dimension in online satisfaction and dissatisfaction?

Committed customers are less likely to forgive a product or service failure.

When perceptions of product performance match expectations that are at or above the minimum performance level, _____ generally results.

Which of the following is FALSE regarding committed customers?

Disposition of the product or the product's container may occur _____ product use.

Eric booked a hotel through hotels.com. However, when he arrived at the hotel, they had no record of his reservation, and he was unable to get a room. He decided then that he would never use this service again. Which reason for changing providers does this represent?

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

Which of the following is TRUE regarding the Net Promoter Score (NPS)?

Define the concept of postpurchase dissonance, and discuss the factors that influence the probability and magnitude of a consumer experiencing it.

Jose and his family, all Mexican by birth, went to dine at a new Mexican restaurant in Houston, which is home to many outstanding Mexican restaurants. They were expecting authentic Mexican food, and they got it. They most likely experienced _____.

Which of the following is a source of increased customer profitability over time?

Consumers who exhibit a positively biased behavior toward a specific brand are exhibiting _____.

Leon is concerned with the reliability and durability of laptop computers he is considering purchasing. This represents which dimension of product performance?

Nominal and most limited decision making will not produce postpurchase dissonance.

A brand whose perceived performance falls below expectations generally produces _____.

Which type of sale occurs when one consumer sells a product directly to another with or without the assistance of a commercial intermediary?

Which of the following is an alternative once a consumer has decided to get rid of a product?

Which of the following is NOT a possible outcome once a consumer is satisfied?

Monique is buying a new coat for the winter. While she is concerned with how well the coat will keep her warm, she is also concerned with how stylish it will make her look. Her concern for stylishness represents which dimension of product performance?

Which of the following is NOT a source of increased customer profitability over time?

An outlet or brand whose performance confirms a low-performance expectation generally will result in _____.

Factors such as timely delivery, order accuracy, billing accuracy, and merchandise quality are part of which dimension in online satisfaction and dissatisfaction?

Committed customers are less likely to forgive a product or service failure.

When perceptions of product performance match expectations that are at or above the minimum performance level, _____ generally results.

Which of the following is FALSE regarding committed customers?

Disposition of the product or the product's container may occur _____ product use.

Eric booked a hotel through hotels.com. However, when he arrived at the hotel, they had no record of his reservation, and he was unable to get a room. He decided then that he would never use this service again. Which reason for changing providers does this represent?

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