Question 1

Negative evaluations can produce:

Accepted Answer

A)  unfavourable word of mouth. 
B)  brand switching. 
C)  complaint behaviour. 
D)  all of the given answers. 
A)  unfavourable word of mouth. 
B)  brand switching. 
C)  complaint behaviour. 
D)  all of the given answers.

Question 2

Relationship marketing has which of the following key elements?

Accepted Answer

A)  customisation and augmentation 
B)  developing a core service or product 
C)  pricing to encourage loyalty 
D)  all of the given answers 
A)  customisation and augmentation 
B)  developing a core service or product 
C)  pricing to encourage loyalty 
D)  all of the given answers

Question 3

Mike's new suit has produced plenty of admiring glances and compliments from his colleagues. What kind of response is this?

Accepted Answer

A)  instrumental 
B)  symbolic 
C)  affective 
D)  predictive 
A)  instrumental 
B)  symbolic 
C)  affective 
D)  predictive

Question 4

Satisfaction occurs when performance exceeds expectations that are at or above the minimum desired performance level.

Accepted Answer

A) True 
 B)False

Question 5

The likelihood and magnitude of post-purchase dissonance increases as the decision becomes more important.

Accepted Answer

A) True 
 B)False

Question 6

Repeat purchase behaviour is frequently referred to as:

Accepted Answer

A)  brand loyalty. 
B)  relationship marketing. 
C)  customer satisfaction. 
D)  customer retention. 
A)  brand loyalty. 
B)  relationship marketing. 
C)  customer satisfaction. 
D)  customer retention.

Question 7

The likelihood and magnitude of post-purchase dissonance increases as the decision becomes more irrevocable.

Accepted Answer

A) True 
 B)False

Question 8

Owning, but not using, a product is considered in affective performance.

Accepted Answer

A) True 
 B)False

Question 9

Consumers who do not complain directly to the firm but tell others of their dissatisfaction:

Accepted Answer

A)  should be ignored by the firm as it is expensive to deal with them and the benefits are not clear. 
B)  do so because they prefer to help others rather than get compensation for themselves. 
C)  in reality seek compensation for themselves. 
D)  can cause a lot of harm to the reputation of a firm. 
A)  should be ignored by the firm as it is expensive to deal with them and the benefits are not clear. 
B)  do so because they prefer to help others rather than get compensation for themselves. 
C)  in reality seek compensation for themselves. 
D)  can cause a lot of harm to the reputation of a firm.

Question 10

Australia's per-capita waste production is among the top in the world. Recycling is therefore important.

Accepted Answer

A) True 
 B)False

Question 11

The likelihood and magnitude of post-purchase dissonance increases for all of the following except:

Accepted Answer

A)  the more irrevocable the decision. 
B)  the more one alternative is clearly superior. 
C)  the more important the decision is. 
D)  the greater the individual's tendency to experience anxiety. 
A)  the more irrevocable the decision. 
B)  the more one alternative is clearly superior. 
C)  the more important the decision is. 
D)  the greater the individual's tendency to experience anxiety.

Negative evaluations can produce:

Relationship marketing has which of the following key elements?

Mike's new suit has produced plenty of admiring glances and compliments from his colleagues. What kind of response is this?

Satisfaction occurs when performance exceeds expectations that are at or above the minimum desired performance level.

The likelihood and magnitude of post-purchase dissonance increases as the decision becomes more important.

Repeat purchase behaviour is frequently referred to as:

The likelihood and magnitude of post-purchase dissonance increases as the decision becomes more irrevocable.

Owning, but not using, a product is considered in affective performance.

Consumers who do not complain directly to the firm but tell others of their dissatisfaction:

Australia's per-capita waste production is among the top in the world. Recycling is therefore important.

The likelihood and magnitude of post-purchase dissonance increases for all of the following except:

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

Negative evaluations can produce:

Relationship marketing has which of the following key elements?

Mike's new suit has produced plenty of admiring glances and compliments from his colleagues. What kind of response is this?

Satisfaction occurs when performance exceeds expectations that are at or above the minimum desired performance level.

The likelihood and magnitude of post-purchase dissonance increases as the decision becomes more important.

Repeat purchase behaviour is frequently referred to as:

The likelihood and magnitude of post-purchase dissonance increases as the decision becomes more irrevocable.

Owning, but not using, a product is considered in affective performance.

Consumers who do not complain directly to the firm but tell others of their dissatisfaction:

Australia's per-capita waste production is among the top in the world. Recycling is therefore important.

The likelihood and magnitude of post-purchase dissonance increases for all of the following except:

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