Question 1

Consumers ____ their acquisition,consumption,or disposition decisions.

Accepted Answer

A)  are rarely able to process information about 
B)  may express dissonance or regret over 
C)  are always able to process information about 
D)  are almost always satisfied with 
E)  are closed to expectations after

Question 2

Performance can be either

Accepted Answer

A)  affective or cognitive. 
B)  based on expectations or on advertising. 
C)  confirmed or disconfirmed. 
D)  attribute based or brand based. 
E)  objective or subjective.

Question 3

Compare and contrast top dog and underdog strategies.

Accepted Answer

The answer of Compare and contrast top dog and underdog...

Question 4

Nathan was pleasantly surprised with his computer game.It had better graphics than he expected and good replayability.This is an example of

Accepted Answer

A)  positive disconfirmation. 
B)  negative disconfirmation. 
C)  subjective expected outcome. 
D)  reinforcement. 
E)  objective expected outcome.

Question 5

Equity theory deals with placing blame when something goes wrong with a product or service.

Accepted Answer

A) True 
 B)False

Question 6

Within the disconfirmation paradigm,performance determines

Accepted Answer

A)  consumers' perceptions of risk. 
B)  ambiguity. 
C)  expectations for product outcomes when motivation is high. 
D)  whether expected outcomes have been achieved. 
E)  expectations for product outcomes when motivation is low.

Question 7

Post-purchase dissonance is a feeling of elation after a purchase.

Accepted Answer

A) True 
 B)False

Question 8

Equity theory focuses on

Accepted Answer

A)  understanding how individuals find causes for effects or behavior. 
B)  understanding the impression formation process. 
C)  explaining cognitive dissonance. 
D)  explaining the relationship between attitudes and behavior. 
E)  the nature of exchanges between individuals and the perceptions of these exchanges.

Question 9

When MAO is high and consumers are dissatisfied,they are more likely to

Accepted Answer

A)  keep quiet but not return. 
B)  be upset but try the product again. 
C)  not care because they already have strong positive biases. 
D)  complain. 
E)  not care because they are highly motivated.

Question 10

One study found it took 12 positive experiences to overcome one negative experience.

Accepted Answer

A) True 
 B)False

Question 11

Research indicates that customers that are satisfied with car repairs provided by a car dealership are more likely to return to the car dealership for service,and later on,buy the same brand of car again.

Accepted Answer

A) True 
 B)False

Question 12

Explain why customer satisfaction may not be enough to keep customers loyal.

Accepted Answer

The answer of Explain why customer satisfaction may not be...

Question 13

For equity to occur,the buyer must perceive that

Accepted Answer

A)  the product or service meets expectations. 
B)  there is a fairness in the exchange. 
C)  the objective cause of the marketer-related problem is equivalent to the subjective cause. 
D)  the locus of control of the problem is with the customer. 
E)  there is at least a mildly positive evaluation of the product.

Question 14

It is in the company's best interest to encourage customer complaints,because consumers that do not complain to the company are more likely to complain to someone else,but still keep buying.

Accepted Answer

A) True 
 B)False

Question 15

Kimberly bought a digital camera at what she thought had the best price and features,but felt uncertain about her choice.This is likely an example of

Accepted Answer

A)  impulsiveness. 
B)  response derogation. 
C)  post-decision dissonance. 
D)  response uncertainty. 
E)  decision disposition.

Question 16

Satisfaction is higher if a consumer feels they got a good deal.

Accepted Answer

A) True 
 B)False

Question 17

Consumer will not feel post-purchase regret if they have no information about the alternatives not chosen.

Accepted Answer

A) True 
 B)False

Question 18

Post-decision dissonance is

Accepted Answer

A)  an interesting association related to the product formed after acquisition. 
B)  an interesting association related to the product formed after disposition. 
C)  a feeling of anxiety over whether the correct decision was made. 
D)  the SEVA emotions elicited after acquisition. 
E)  impulsiveness.

Question 19

All of the following phenomena occur after a purchase is made except

Accepted Answer

A)  expectation formation. 
B)  dissatisfaction. 
C)  customer satisfaction. 
D)  product performance. 
E)  learning about products by direct experience.

Question 20

All of the following factors significantly affect learning from experience except

Accepted Answer

A)  motivation. 
B)  familiarity. 
C)  ambiguity of the information environment. 
D)  processing biases. 
E)  information retrieval.

Exam 10: Post-Decision Processes

Consumers ____ their acquisition,consumption,or disposition decisions.

Performance can be either

Compare and contrast top dog and underdog strategies.

Nathan was pleasantly surprised with his computer game.It had better graphics than he expected and good replayability.This is an example of

Equity theory deals with placing blame when something goes wrong with a product or service.

Within the disconfirmation paradigm,performance determines

Post-purchase dissonance is a feeling of elation after a purchase.

Equity theory focuses on

When MAO is high and consumers are dissatisfied,they are more likely to

One study found it took 12 positive experiences to overcome one negative experience.

Research indicates that customers that are satisfied with car repairs provided by a car dealership are more likely to return to the car dealership for service,and later on,buy the same brand of car again.

Explain why customer satisfaction may not be enough to keep customers loyal.

For equity to occur,the buyer must perceive that

It is in the company's best interest to encourage customer complaints,because consumers that do not complain to the company are more likely to complain to someone else,but still keep buying.

Kimberly bought a digital camera at what she thought had the best price and features,but felt uncertain about her choice.This is likely an example of

Satisfaction is higher if a consumer feels they got a good deal.

Consumer will not feel post-purchase regret if they have no information about the alternatives not chosen.

Post-decision dissonance is

All of the following phenomena occur after a purchase is made except

All of the following factors significantly affect learning from experience except