Question 1

Post-decision dissonance can influence consumer behavior because it:

Accepted Answer

A)  creates discomfort that the consumer would like to reduce. 
B)  increases the ability of the consumer to process information. 
C)  increases the recall ability of the consumer for product attributes. 
D)  attracts customers who are habitual buyers of other brands. 
E)  decreases motivation to process information about other brands. 
A)  creates discomfort that the consumer would like to reduce. 
B)  increases the ability of the consumer to process information. 
C)  increases the recall ability of the consumer for product attributes. 
D)  attracts customers who are habitual buyers of other brands. 
E)  decreases motivation to process information about other brands.

Question 2

Ying purchased a new brand of laundry detergent. When she used the detergent for the first time, she was highly frustrated because of its bad odor. However, over time, she becomes satisfied with the detergent's performance as it removes stains effectively. In this scenario, Ying can be referred to as a _____.

Accepted Answer

A)  brand addictiveconsumer 
B)  high-involvement consumer 
C)  low-involvement consumer 
D)  brand independent consumer 
E)  risk averse consumer 
A)  brand addictiveconsumer 
B)  high-involvement consumer 
C)  low-involvement consumer 
D)  brand independent consumer 
E)  risk averse consumer

Question 3

When consumers face ambiguity of information and it is hard to determine product quality, they:

Accepted Answer

A)  tend to see the product as inconsistent with their prior expectations. 
B)  easily understand that the marketer is trying to be deceptive about the product. 
C)  tend to easily approve the information by experiencing the product. 
D)  tend to support hypotheses of the product derived from advertising or word of mouth. 
E)  find attribute recall for the product very easy and long lasting. 
A)  tend to see the product as inconsistent with their prior expectations. 
B)  easily understand that the marketer is trying to be deceptive about the product. 
C)  tend to easily approve the information by experiencing the product. 
D)  tend to support hypotheses of the product derived from advertising or word of mouth. 
E)  find attribute recall for the product very easy and long lasting.

Question 4

According to _____, consumers form perceptions of their own inputs and outputs into a particular exchange and compare these perceptions with their perceptions of the inputs and outputs of the salesperson, dealer, or company.​

Accepted Answer

A)  attribution theory 
B)  schematic theory 
C)  functionalist theory 
D)  integration theory 
E)  equity theory 
A)  attribution theory 
B)  schematic theory 
C)  functionalist theory 
D)  integration theory 
E)  equity theory

Question 5

In the context of the disposition process, the goal of the disposition to break free is to free oneself from the former relationship.

Accepted Answer

A) True 
 B)False

Question 6

In the context of the disconfirmation paradigm, _____ are desired or anticipated product/service outcomes and include "pre-consumption beliefs about overall performance, or . . . the levels or attributes possessed by a product (service)."

Accepted Answer

A)  possessions 
B)  cognitions 
C)  expectations 
D)  performances 
E)  absolutions 
A)  possessions 
B)  cognitions 
C)  expectations 
D)  performances 
E)  absolutions

Question 7

Describe how negative word-of-mouth affects marketers.

Accepted Answer

Negative word-of-mouth can have a signif

Question 8

Negative word-of-mouth communication is more likely to occur when consumers:

Accepted Answer

A)  perceive that the problem is severe. 
B)  face problems that are unstable. 
C)  repeatedly purchase products of a single brand. 
D)  make purchase decisions that are not credible. 
E)  are satisfied with the company's responsiveness. 
A)  perceive that the problem is severe. 
B)  face problems that are unstable. 
C)  repeatedly purchase products of a single brand. 
D)  make purchase decisions that are not credible. 
E)  are satisfied with the company's responsiveness.

Question 9

Fred, who had carried out an extensive evaluation of Geronite computers right before its purchase, felt a high level of satisfaction with his new computer. However, his satisfaction steadily declined over time. In this scenario, Fred can be referred to as a _____.

Accepted Answer

A)  low-power consumer 
B)  high-involvement consumer 
C)  low-involvement consumer 
D)  high-power consumer 
E)  risk averse consumer 
A)  low-power consumer 
B)  high-involvement consumer 
C)  low-involvement consumer 
D)  high-power consumer 
E)  risk averse consumer

Question 10

Which of the following is a difference between equity theory and the disconfirmation paradigm?

Accepted Answer

A)  Equity theory is used for positive evaluations of a product where the customer is satisfied, whereas disconfirmation paradigm is used to identify negative features of a product that dissatisfies consumers. 
B)  Equity theory concerns the nature of exchanges between competitive marketers and their perceptions, whereas disconfirmation paradigm concerns the nature of exchanges between individuals and their perceptions. 
C)  Equity theory focuses on the consumer's inputs and outputs versus those of others, whereas the disconfirmation paradigm focuses on the consumer's predictions and experiences. 
D)  Equity theory occurs when there is a discrepancy between consumers' prior expectations and the product's actual performance, whereas disconfirmation paradigm occurs when consumers achieve satisfaction levels higher than expected. 
E)  Equity theory deals with consumer satisfaction that is transaction specific, whereas disconfirmation paradigm deals with consumer satisfaction that is relation-specific. 
A)  Equity theory is used for positive evaluations of a product where the customer is satisfied, whereas disconfirmation paradigm is used to identify negative features of a product that dissatisfies consumers. 
B)  Equity theory concerns the nature of exchanges between competitive marketers and their perceptions, whereas disconfirmation paradigm concerns the nature of exchanges between individuals and their perceptions. 
C)  Equity theory focuses on the consumer's inputs and outputs versus those of others, whereas the disconfirmation paradigm focuses on the consumer's predictions and experiences. 
D)  Equity theory occurs when there is a discrepancy between consumers' prior expectations and the product's actual performance, whereas disconfirmation paradigm occurs when consumers achieve satisfaction levels higher than expected. 
E)  Equity theory deals with consumer satisfaction that is transaction specific, whereas disconfirmation paradigm deals with consumer satisfaction that is relation-specific.

Question 11

Ambiguous consumption information enhances consumers' ability to learn from experience.

Accepted Answer

A) True 
 B)False

Question 12

Trisha buys toiletries after careful thought and analysis. When she has to choose between Hroko detergents and Ghikan detergents, she does not seem to analyze them much. According to her, both the detergent brands are same with regard to performance. Moreover, she hardly has any information that distinguishes the two brands. In this scenario, Trisha is most probably facing:

Accepted Answer

A)  judgmental dissatisfaction. 
B)  perception instability. 
C)  ambiguity of information. 
D)  brand dissatisfaction. 
E)  post-decision dissonance. 
A)  judgmental dissatisfaction. 
B)  perception instability. 
C)  ambiguity of information. 
D)  brand dissatisfaction. 
E)  post-decision dissonance.

Question 13

Consumers are likely to recycle when they perceive that the benefits outweigh the costs.

Accepted Answer

A) True 
 B)False

Question 14

Word of mouth between consumers tends to have a large impact on subsequent purchase decisions because it is very vivid.

Accepted Answer

A) True 
 B)False

Question 15

Customer retention:

Accepted Answer

A)  refers to the word-of-mouth communication that focuses on reasons why consumers like or dislike owning or using an offering. 
B)  is the practice of working to satisfy customers with the intention of developing long-term relationships with them. 
C)  refers to the positive disconfirmation of warranty and service expectations. 
D)  refers to the well-defined beliefs and expectations that result in hypotheses generation. 
E)  is the result of post-decision dissonance and post-decision regret. 
A)  refers to the word-of-mouth communication that focuses on reasons why consumers like or dislike owning or using an offering. 
B)  is the practice of working to satisfy customers with the intention of developing long-term relationships with them. 
C)  refers to the positive disconfirmation of warranty and service expectations. 
D)  refers to the well-defined beliefs and expectations that result in hypotheses generation. 
E)  is the result of post-decision dissonance and post-decision regret.

Question 16

In the context of mispredictions about emotions, briefly explain affective forecasting.

Accepted Answer

Affective forecasting refers to the proc

Question 17

Satisfaction and dissatisfaction can lead to different behaviors. Describe these differences.

Accepted Answer

Satisfaction can lead to behaviors such

Question 18

Linda is watching a new television series. Although she has obtained mixed reviews about the series from her friends, she wants to watch it for herself to reach a conclusion. While watching the show, she is able to assess whether it is worth watching. In this scenario, Linda is trying to:

Accepted Answer

A)  generate evidence. 
B)  form expectations. 
C)  create counterarguments. 
D)  encode the evidence. 
E)  integrate prior beliefs. 
A)  generate evidence. 
B)  form expectations. 
C)  create counterarguments. 
D)  encode the evidence. 
E)  integrate prior beliefs.

Question 19

For equity to occur, a buyer must perceive that:

Accepted Answer

A)  the product or service meets expectations. 
B)  there is a fairness in an exchange. 
C)  the complete control of the product is with the marketer. 
D)  the locus of control of a problem is with the customer. 
E)  the product is beyond evaluation. 
A)  the product or service meets expectations. 
B)  there is a fairness in an exchange. 
C)  the complete control of the product is with the marketer. 
D)  the locus of control of a problem is with the customer. 
E)  the product is beyond evaluation.

Question 20

The feeling that a purchase decision, consumption experience, or disposition decision meets or exceeds one's expectations is referred to as _____.

Accepted Answer

A)  resentment 
B)  dissonance 
C)  the imaging criterion 
D)  the tolerance power 
E)  satisfaction 
A)  resentment 
B)  dissonance 
C)  the imaging criterion 
D)  the tolerance power 
E)  satisfaction

Post-decision dissonance can influence consumer behavior because it:

When consumers face ambiguity of information and it is hard to determine product quality, they:

According to _____, consumers form perceptions of their own inputs and outputs into a particular exchange and compare these perceptions with their perceptions of the inputs and outputs of the salesperson, dealer, or company.

In the context of the disposition process, the goal of the disposition to break free is to free oneself from the former relationship.

In the context of the disconfirmation paradigm, _____ are desired or anticipated product/service outcomes and include "pre-consumption beliefs about overall performance, or . . . the levels or attributes possessed by a product (service)."

Describe how negative word-of-mouth affects marketers.

Negative word-of-mouth communication is more likely to occur when consumers:

Fred, who had carried out an extensive evaluation of Geronite computers right before its purchase, felt a high level of satisfaction with his new computer. However, his satisfaction steadily declined over time. In this scenario, Fred can be referred to as a _____.

Which of the following is a difference between equity theory and the disconfirmation paradigm?

Ambiguous consumption information enhances consumers' ability to learn from experience.

Consumers are likely to recycle when they perceive that the benefits outweigh the costs.

Word of mouth between consumers tends to have a large impact on subsequent purchase decisions because it is very vivid.

Customer retention:

In the context of mispredictions about emotions, briefly explain affective forecasting.

Satisfaction and dissatisfaction can lead to different behaviors. Describe these differences.

Linda is watching a new television series. Although she has obtained mixed reviews about the series from her friends, she wants to watch it for herself to reach a conclusion. While watching the show, she is able to assess whether it is worth watching. In this scenario, Linda is trying to:

For equity to occur, a buyer must perceive that:

The feeling that a purchase decision, consumption experience, or disposition decision meets or exceeds one's expectations is referred to as _____.

Understanding Consumer Behavior

Motivation, Ability, and Opportunity

From Exposure to Comprehension

Memory and Knowledge

Attitudes Based on High Effort

Attitudes Based on Low Effort

Problem Recognition and Information Search

Judgment and Decision Making Based on High Effort

Judgment and Decision Making Based on Low Effort

Social Influences on Consumer Behavior

Consumer Diversity

Household and Social Class Influences

Psychographics: Values, Personality, and Lifestyles

Innovations: Adoption, Resistance, and Diffusion

Symbolic Consumer Behavior

Marketing, Ethics, and Social Responsibility in Today's Consumer Society

Filters

Exam 10: Post-Decision Processes

Post-decision dissonance can influence consumer behavior because it:

When consumers face ambiguity of information and it is hard to determine product quality, they:

According to _____, consumers form perceptions of their own inputs and outputs into a particular exchange and compare these perceptions with their perceptions of the inputs and outputs of the salesperson, dealer, or company.​

In the context of the disposition process, the goal of the disposition to break free is to free oneself from the former relationship.

In the context of the disconfirmation paradigm, _____ are desired or anticipated product/service outcomes and include "pre-consumption beliefs about overall performance, or . . . the levels or attributes possessed by a product (service)."

Describe how negative word-of-mouth affects marketers.

Negative word-of-mouth communication is more likely to occur when consumers:

Fred, who had carried out an extensive evaluation of Geronite computers right before its purchase, felt a high level of satisfaction with his new computer. However, his satisfaction steadily declined over time. In this scenario, Fred can be referred to as a _____.

Which of the following is a difference between equity theory and the disconfirmation paradigm?

Ambiguous consumption information enhances consumers' ability to learn from experience.

Consumers are likely to recycle when they perceive that the benefits outweigh the costs.

Word of mouth between consumers tends to have a large impact on subsequent purchase decisions because it is very vivid.

Customer retention:

In the context of mispredictions about emotions, briefly explain affective forecasting.

Satisfaction and dissatisfaction can lead to different behaviors. Describe these differences.

Linda is watching a new television series. Although she has obtained mixed reviews about the series from her friends, she wants to watch it for herself to reach a conclusion. While watching the show, she is able to assess whether it is worth watching. In this scenario, Linda is trying to:

For equity to occur, a buyer must perceive that:

The feeling that a purchase decision, consumption experience, or disposition decision meets or exceeds one's expectations is referred to as _____.

Understanding Consumer Behavior

Motivation, Ability, and Opportunity

From Exposure to Comprehension

Memory and Knowledge

Attitudes Based on High Effort

Attitudes Based on Low Effort

Problem Recognition and Information Search

Judgment and Decision Making Based on High Effort

Judgment and Decision Making Based on Low Effort

Social Influences on Consumer Behavior

Consumer Diversity

Household and Social Class Influences

Psychographics: Values, Personality, and Lifestyles

Innovations: Adoption, Resistance, and Diffusion

Symbolic Consumer Behavior

Marketing, Ethics, and Social Responsibility in Today's Consumer Society

Filters

According to _____, consumers form perceptions of their own inputs and outputs into a particular exchange and compare these perceptions with their perceptions of the inputs and outputs of the salesperson, dealer, or company.