Question 1

Which of the following is true about double jeopardy?

Accepted Answer

A)  It means that the dominant brands in a category have higher market shares but lower loyalty than less popular brands. 
B)  To overcome it, smaller brands should strengthen loyalty among existing customers. 
C)  It means that the dominant brands in a category have lower market shares but higher loyalty than less popular brands. 
D)  None of the given answers are correct. 
A)  It means that the dominant brands in a category have higher market shares but lower loyalty than less popular brands. 
B)  To overcome it, smaller brands should strengthen loyalty among existing customers. 
C)  It means that the dominant brands in a category have lower market shares but higher loyalty than less popular brands. 
D)  None of the given answers are correct.

Question 2

Satisfaction with a purchase is primarily a function of:

Accepted Answer

A)  perceived performance relative to expectations. 
B)  product involvement. 
C)  initial performance expectations. 
D)  perceived performance relative to expectations and initial performance expectations. 
A)  perceived performance relative to expectations. 
B)  product involvement. 
C)  initial performance expectations. 
D)  perceived performance relative to expectations and initial performance expectations.

Question 3

What is relationship marketing and which are its five key elements?

Accepted Answer

Relationship marketing is a strategy foc

Question 4

By law, firms are responsible for harm caused by product failure only when the product is used as specified by the manufacturer.

Accepted Answer

A) True 
 B)False

Question 5

Which of the following is not one of the reasons why consumers share their product experiences online?

Accepted Answer

A)  getting discounts 
B)  feeling empowered 
C)  demonstrating uniqueness 
D)  punishing a company 
A)  getting discounts 
B)  feeling empowered 
C)  demonstrating uniqueness 
D)  punishing a company

Question 6

Doubt about the wisdom of a purchase shortly after the purchase is referred to as:

Accepted Answer

A)  predecision doubt. 
B)  post-purchase dissonance. 
C)  post-evaluation doubt. 
D)  post-cognitive doubt. 
A)  predecision doubt. 
B)  post-purchase dissonance. 
C)  post-evaluation doubt. 
D)  post-cognitive doubt.

Question 7

If a consumer has a low-performance expectation for a product and after use performance is perceived as worse than expected, this consumer will be:

Accepted Answer

A)  non-satisfied. 
B)  satisfied. 
C)  dissatisfied. 
D)  unsatisfied. 
A)  non-satisfied. 
B)  satisfied. 
C)  dissatisfied. 
D)  unsatisfied.

Question 8

If a consumer has a high-performance expectation for a product and after use performance is perceived as worse than expected, this consumer will be:

Accepted Answer

A)  non-satisfied. 
B)  satisfied. 
C)  dissatisfied. 
D)  unsatisfied. 
A)  non-satisfied. 
B)  satisfied. 
C)  dissatisfied. 
D)  unsatisfied.

Question 9

Non-satisfaction is:

Accepted Answer

A)  the opposite of satisfaction. 
B)  the same as dissatisfaction. 
C)  neither satisfaction nor dissatisfaction. 
D)  the same as unsatisfaction. 
A)  the opposite of satisfaction. 
B)  the same as dissatisfaction. 
C)  neither satisfaction nor dissatisfaction. 
D)  the same as unsatisfaction.

Question 10

Performance dimensions include:

Accepted Answer

A)  instrumental performance. 
B)  symbolic performance. 
C)  classical performance. 
D)  instrumental performance and symbolic performance. 
A)  instrumental performance. 
B)  symbolic performance. 
C)  classical performance. 
D)  instrumental performance and symbolic performance.

Question 11

Purchase of a product may be followed by:

Accepted Answer

A)  complaint behaviour. 
B)  post-purchase dissonance. 
C)  evaluation. 
D)  all of the given answers. 
A)  complaint behaviour. 
B)  post-purchase dissonance. 
C)  evaluation. 
D)  all of the given answers.

Question 12

In order to reduce post-purchase dissonance and increase customer satisfaction, marketers can provide post-purchase messages confirming the wisdom of the purchase.

Accepted Answer

A) True 
 B)False

Question 13

Decreasing the importance of the purchase decision is an approach to reducing dissonance.

Accepted Answer

A) True 
 B)False

Question 14

Which response styles associated with consumer dissatisfaction are identified in your text?

Accepted Answer

A)  passives, voices, professionals and activists 
B)  irates, activists, passives and voices 
C)  wallflowers, professionals, passives and activists 
D)  activists, irates, opinion leaders and first-movers 
A)  passives, voices, professionals and activists 
B)  irates, activists, passives and voices 
C)  wallflowers, professionals, passives and activists 
D)  activists, irates, opinion leaders and first-movers

Question 15

If a consumer has a low-performance expectation for a product and after use performance is perceived to be better than expected, this consumer will be:

Accepted Answer

A)  non-satisfied. 
B)  satisfied. 
C)  dissatisfied. 
D)  unsatisfied. 
A)  non-satisfied. 
B)  satisfied. 
C)  dissatisfied. 
D)  unsatisfied.

Question 16

Which of the following are ways in which disposal decisions may influence marketing strategy?

Accepted Answer

A)  Disposal may be necessary before acquisition of a replacement for financial or space reasons. 
B)  Socially conscious consumers may consider disposal alternatives as important evaluative criteria in the purchase decision. 
C)  Environmentally sound disposal decisions benefit society as a whole. 
D)  All of the given answers influence marketing strategy. 
A)  Disposal may be necessary before acquisition of a replacement for financial or space reasons. 
B)  Socially conscious consumers may consider disposal alternatives as important evaluative criteria in the purchase decision. 
C)  Environmentally sound disposal decisions benefit society as a whole. 
D)  All of the given answers influence marketing strategy.

Question 17

If a consumer has a high-performance expectation for a product and after use performance is perceived as better than expected, this consumer will be:

Accepted Answer

A)  non-satisfied. 
B)  dissatisfied. 
C)  satisfied. 
D)  unsatisfied. 
A)  non-satisfied. 
B)  dissatisfied. 
C)  satisfied. 
D)  unsatisfied.

Question 18

Increasing the desirability of the brand purchased is an approach to reducing dissonance.

Accepted Answer

A) True 
 B)False

Question 19

Doubt about the wisdom of a purchase shortly after the purchase is referred to as post-purchase dissonance.

Accepted Answer

A) True 
 B)False

Question 20

Which of the following is not an approach to reducing dissonance?

Accepted Answer

A)  Increase the desirability of the brand purchased. 
B)  Decrease the desirability of the rejected alternative. 
C)  Decrease the importance of the purchase decision. 
D)  All of the given answers are approaches for reducing dissonance. 
A)  Increase the desirability of the brand purchased. 
B)  Decrease the desirability of the rejected alternative. 
C)  Decrease the importance of the purchase decision. 
D)  All of the given answers are approaches for reducing dissonance.

Which of the following is true about double jeopardy?

Satisfaction with a purchase is primarily a function of:

What is relationship marketing and which are its five key elements?

By law, firms are responsible for harm caused by product failure only when the product is used as specified by the manufacturer.

Which of the following is not one of the reasons why consumers share their product experiences online?

Doubt about the wisdom of a purchase shortly after the purchase is referred to as:

If a consumer has a low-performance expectation for a product and after use performance is perceived as worse than expected, this consumer will be:

If a consumer has a high-performance expectation for a product and after use performance is perceived as worse than expected, this consumer will be:

Non-satisfaction is:

Performance dimensions include:

Purchase of a product may be followed by:

In order to reduce post-purchase dissonance and increase customer satisfaction, marketers can provide post-purchase messages confirming the wisdom of the purchase.

Decreasing the importance of the purchase decision is an approach to reducing dissonance.

Which response styles associated with consumer dissatisfaction are identified in your text?

If a consumer has a low-performance expectation for a product and after use performance is perceived to be better than expected, this consumer will be:

Which of the following are ways in which disposal decisions may influence marketing strategy?

If a consumer has a high-performance expectation for a product and after use performance is perceived as better than expected, this consumer will be:

Increasing the desirability of the brand purchased is an approach to reducing dissonance.

Doubt about the wisdom of a purchase shortly after the purchase is referred to as post-purchase dissonance.

Which of the following is not an approach to reducing dissonance?

Consumer Behaviour and Marketing Strategy

Situational Influences

Problem Recognition

Information Search

Evaluating and Selecting Alternatives

Outlet Selection and Product Purchase

Perception

Learning and Memory

Motivation, Personality and Emotion

Attitude and Attitude Change

Australasian Society: Demographics and Lifestyles

Household Structure and Consumption Behaviour

Group Influence and Communication

Social Stratification

Culture and Cross-Cultural Variations in Consumer Behaviour

Filters

Exam 7: Post-Purchase Processes, Customer Satisfaction and Consumer Loyalty

Which of the following is true about double jeopardy?

Satisfaction with a purchase is primarily a function of:

What is relationship marketing and which are its five key elements?

By law, firms are responsible for harm caused by product failure only when the product is used as specified by the manufacturer.

Which of the following is not one of the reasons why consumers share their product experiences online?

Doubt about the wisdom of a purchase shortly after the purchase is referred to as:

If a consumer has a low-performance expectation for a product and after use performance is perceived as worse than expected, this consumer will be:

If a consumer has a high-performance expectation for a product and after use performance is perceived as worse than expected, this consumer will be:

Non-satisfaction is:

Performance dimensions include:

Purchase of a product may be followed by:

In order to reduce post-purchase dissonance and increase customer satisfaction, marketers can provide post-purchase messages confirming the wisdom of the purchase.

Decreasing the importance of the purchase decision is an approach to reducing dissonance.

Which response styles associated with consumer dissatisfaction are identified in your text?

If a consumer has a low-performance expectation for a product and after use performance is perceived to be better than expected, this consumer will be:

Which of the following are ways in which disposal decisions may influence marketing strategy?

If a consumer has a high-performance expectation for a product and after use performance is perceived as better than expected, this consumer will be:

Increasing the desirability of the brand purchased is an approach to reducing dissonance.

Doubt about the wisdom of a purchase shortly after the purchase is referred to as post-purchase dissonance.

Which of the following is not an approach to reducing dissonance?

Consumer Behaviour and Marketing Strategy

Situational Influences

Problem Recognition

Information Search

Evaluating and Selecting Alternatives

Outlet Selection and Product Purchase

Perception

Learning and Memory

Motivation, Personality and Emotion

Attitude and Attitude Change

Australasian Society: Demographics and Lifestyles

Household Structure and Consumption Behaviour

Group Influence and Communication

Social Stratification

Culture and Cross-Cultural Variations in Consumer Behaviour

Filters