Deck 14: Consumption to Satisfaction

Question 1

A refrigerator is an example of a durable good.

Answer 1

True

Question 2

According to the expectancy/disconfirmation theory, consumers' expectations are used as a type of benchmark against which actual performance perceptions are judged.

Answer 2

True

Question 3

According to the expectancy/disconfirmation theory, disconfirmation leads to consumer dissatisfaction.

Answer 3

False
Not necessarily. Positive disconfirmation leads to consumer satisfaction. Negative disconfirmation leads to dissatisfaction.

Question 4

Satisfaction results from a cognitive appraisal, which is sometimes referred to as the satisfaction affect.

Question 5

Consumer satisfaction is a postconsumption phenomenon because it is a reaction to an outcome.

Question 6

All services are nondurable goods.

Question 7

According to the textbook, satisfaction should be the key outcome variable for marketers and consumers.

Question 8

Satisfaction is an emotion that usually creates strong behavioral reactions.

Question 9

The process through which cultural meaning is transferred to a product and onto the consumer is called affect referral.

Question 10

Permanent goods are goods that are consumed over long periods of time.

Question 11

The most commonly accepted theory of consumer satisfaction is the theory of reasoned action.

Question 12

Consumers may experience other types of emotions besides satisfaction after consumption.

Question 13

Nondurable goods are consumed quickly.

Question 14

When performance perceptions are more positive than what was expected, positive disconfirmation occurs.

Question 15

Attribution theory proposes that consumers enter into a consumption experience with predetermined cognitive expectations of a product's performance.

Question 16

Product turnover refers to the number of times a product or service is consumed in a given time period.

Question 17

Consumer satisfaction is a mild, positive emotional state resulting from a favorable appraisal of a consumption outcome.

Question 18

Meaning transference begins with culture.

Question 19

Value creation is the reason for a firm's very existence.

Question 20

Temporal factors, antecedent conditions, and the physical environment are particularly influential on the consumption experience.

Question 21

Desired expectations are expectations about what a consumer really wants to happen during an experience if everything was ideal.

Question 22

Normative expectations are expectations of what a consumer thinks should happen given past experiences with a product or service.

Question 23

An important issue in satisfaction theory is the degree to which consumers are confident in their expectations.

Question 24

If performance perceptions exactly match what was expected, confirmation is said to occur.

Question 25

An inequitable exchange can occur when a consumer believes that another customer has been treated more favorably.

Question 26

Expectations do not affect performance perceptions.

Question 27

Consumer expectations can directly impact satisfaction, but only when the consumer has very little involvement.

Question 28

According to the expectancy/disconfirmation theory of consumer satisfaction, disconfirmation is the satisfaction judgment.

Question 29

According the expectancy/disconfirmation theory, expectations can only impact satisfaction through the disconfirmation process.

Question 30

Performance perceptions can directly influence consumer satisfaction formation independent of the disconfirmation process, particularly when expectations are high.

Question 31

Expectations may be thought of as preconsumption beliefs of what will occur during an exchange and/or consumption of a product.

Question 32

Ideal expectations are expectations that a consumer forms regarding what he or she thinks should happen given the level of work that he or she has put into the experience.

Question 33

The tendency for expectations to guide performance perceptions is called expectation bias.

Question 34

Consumer expectations have three components: locus, control, and stability.

Question 35

Research has indicated that when expectations are not held with a strong degree of confidence, both disconfirmation and perceived performance affect satisfaction.

Question 36

Consumers form expectations based on a number of different sources.

Question 37

Expectations are the level of a particular benefit that will lead to a valued end state.

Question 38

Service quality can be thought of as the overall goodness or badness of a service provided.

Question 39

Social comparison theory proposes that consumers cognitively compare their own level of inputs and outcomes to those of another party in an exchange.

Question 40

Self-attribution theory states that consumers are motivated to act in accordance with their attitudes and behaviors.

Question 41

Soft drinks, facial tissue, and nail polish are all examples of _____ goods.

A) durable
B) primary
C) superordinate
D) secondary
E) nondurable

Question 42

Attribution theory focuses on explaining why a certain event has occurred.

Question 43

Automobiles, refrigerators, and air conditioners are examples of _____ goods.

A) durable
B) nondurable
C) high expectation
D) primary
E) superordinate

Question 44

The three key elements of attribution theory are: expectations, control, and satisfaction.

Question 45

The De Beers diamond company advises men to spend two months' salary for a diamond engagement ring for their beloved because "A Diamond is Forever." Interestingly, diamond engagement rings didn't have much meaning in the United States prior to 1930 or so. Therefore, diamond engagement rings derive their value from culture, which is a process called _____.

A) cultural transference
B) meaning transference
C) assimilation
D) accommodation
E) iconic transfer

Question 46

A self-ascribed event occurs when a consumer blames him- or herself for a bad event.

Question 47

_____ is the process through which cultural meaning is transferred to a product and onto the consumer.

A) Cultural transference
B) Cultural infusion
C) Meaning transference
D) Assimilation
E) Accommodation

Question 48

One problem with satisfaction measures is that they are right skewed.

Question 49

The locus element of attribution theory involves the extent to which an outcome was controllable or not.

Question 50

Consumer refuse is any packaging that is no longer necessary for consumption to take place or, in some cases, the actual good that is no longer providing value to the consumer.

Question 51

Goods that are consumed quickly are called _____ goods.

A) durable
B) nondurable
C) primary
D) secondary
E) subordinate

Question 52

Cognitive dissonance refers to lingering doubts about a decision that has already been made.

Question 53

Which emotion is evoked by positive, anticipatory appraisals?

A) fear
B) joy
C) hope
D) satisfaction
E) value

Question 54

Consumers will be dissatisfied if they perceive inequitable treatment.

Question 55

_____ means something is real and genuine and has a history or tradition.

A) Authenticity
B) Transference
C) Assimilation
D) Unique
E) Credibility

Question 56

Durable goods _____.

A) are usually consumed quickly
B) have a high consumption frequency
C) require the consumer to go through the consumption process whereas nondurable goods do not
D) are usually consumed over a long period of time
E) cannot be services

Question 57

According to attribution theory, if an event is attributed to a product or company, an external attribution is made.

Question 58

Marketers attempt to increase the number of times a product is consumed, which is known as _____.

A) consumption amount
B) consumption value
C) consumption replacement
D) consumption replenishment
E) consumption frequency

Question 59

According to the disconfirmation element of attribution theory, a consumer assesses whether an outcome was controllable or not.

Question 60

Jake collects old watches. He's particularly interested in those from the 1920s because they have a history behind them. He's learned that some are fake, however, so he takes a watch to an appraiser to ensure it is genuine before he agrees to purchase it. Jake is concerned with _____ regarding this product.

A) transference
B) confirmation
C) locus
D) stability
E) authenticity

Question 61

A family had dinner at Longhorn's, a chain of steak restaurants. They all commented that they enjoyed the restaurant and thought the food was good. Which of the following best describes their consumption outcome?

A) joy
B) elation
C) hope
D) expectation
E) satisfaction

Question 62

Which consumer theory proposes that consumers use expectations as a benchmark against which performance perceptions are judged and this comparison is a primary basis for satisfaction/dissatisfaction?

A) attribution theory
B) expectancy/disconfirmation theory
C) input/output theory
D) equity theory
E) social comparison theory

Question 63

Expectations about what a consumer really wants to happen during an experience under perfect conditions are called _____.

A) ideal expectations
B) equitable expectations
C) realistic expectations
D) confirmed expectations
E) desired expectations

Question 64

All of the following are types of expectations EXCEPT _____.

A) equitable expectations
B) normative expectations
C) ideal expectations
D) predictive expectations
E) perceptual expectations

Question 65

Expectations of what a consumer thinks should happen given past experiences with a product or service are called _____.

A) realistic expectations
B) predictive expectations
C) ideal expectations
D) normative expectations
E) equitable expectations

Question 66

Patty saw a product at a spa that claimed it was a "facelift in a bottle." She asked the salesclerk if the product was really any good because she would like for that to be true. She ended up paying $69.95 for the product and took it home anticipating a positive result from using it. Which emotion was Patty experiencing?

A) joy
B) hope
C) satisfaction
D) value
E) relief

Question 67

Expectations that form about what a consumer thinks will actually occur during an experience are called _____ expectations.

A) predictive
B) normative
C) equitable
D) ideal
E) realistic

Question 68

Mary is going to go to summer camp next week, and she believes she is going to have a really fun time. Her beliefs of what will occur are known as _____.

A) satisfaction
B) expectations
C) affective components of satisfaction
D) confirmations
E) predictors

Question 69

Which of the following is a possible postconsumption emotion?

A) disgust
B) surprise
C) exhilaration
D) anger
E) all of these choices

Question 70

According to the expectancy/disconfirmation theory, when performance perceptions are more positive than what was expected, _____ occurs.

A) positive disconfirmation
B) negative disconfirmation
C) disconfirmation
D) confirmation
E) positive expectation

Question 71

Which of the following statements is FALSE regarding consumer satisfaction?

A) Consumer satisfaction is a relatively enduring consumer trait.
B) Consumer satisfaction is a postconsumption phenomenon because it is a reaction to an outcome.
C) Like other emotions, satisfaction results from a cognitive appraisal.
D) Satisfaction is a relatively mild emotion that does not create strong behavioral reactions.
E) none of these choices are false

Question 72

James purchased a Honda Accord and expects that he will like it just as much as he did his previous Honda Accord. Which type of expectations is James experiencing?

A) realistic expectations
B) ideal expectations
C) quality expectations
D) confirmational expectations
E) normative expectations

Question 73

According the expectancy/disconfirmation theory, which of the following leads to consumer satisfaction?

A) positive confirmation
B) positive disconfirmation
C) negative confirmation
D) negative disconfirmation
E) continuation

Question 74

_____ is a mild, positive emotional state resulting from a favorable appraisal of a consumption outcome.

A) Cognitive dissonance
B) Cognitive transference
C) Service quality
D) Consumer satisfaction
E) Consumer dissatisfaction

Question 75

A couple went to a new restaurant for their wedding anniversary, and they were not pleased with either the food or the service. This mild, negative affective reaction resulting from this experience is called consumer _____.

A) disconfirmation
B) dissatisfaction
C) disgust
D) anger
E) disappointment

Question 76

Consumer expectations have two components: (1) the probability that something will occur and (2) _____.

A) the probability that that event will be positive
B) the probability that that event will produce a satisfactory outcome
C) a desire for that outcome to occur
D) an evaluation of that potential occurrence
E) the motivation by the consumer wanting it to occur

Question 77

The most commonly accepted theory of consumer satisfaction is _____.

A) attribution theory
B) balance theory
C) expectancy/disconfirmation theory
D) equity theory
E) satisfaction/dissatisfaction theory

Question 78

A mild, negative affective reaction resulting from an unfavorable appraisal of a consumption outcome is consumer_____.

A) dissatisfaction
B) disgust
C) anger
D) disappointment
E) disconfirmation

Question 79

Holly is planning her destination wedding to take place on a tropical island. She dreams that the weather will be perfect and that all her friends and family will be able to attend. This describes Holly's _____ expectations with regard to this event.

A) predictive
B) normative
C) ideal
D) equitable
E) wishful

Question 80

Ken is buying a new car next week and he expects that he will get a good deal and that driving the car will be fun. Which type of expectations are these?

A) realistic expectations
B) predictive expectations
C) ideal expectations
D) equitable expectations
E) normative expectations