Question 1

_____ means that a consumer will tend to continue a pattern of behavior until some stronger force motivates him or her to change.

Accepted Answer

A)  Consumer inertia 
B)  Customer share 
C)  Consumer apathy 
D)  Consumer commitment 
E)  Consumer loyalty 
A)  Consumer inertia 
B)  Customer share 
C)  Consumer apathy 
D)  Consumer commitment 
E)  Consumer loyalty

Question 2

Describe each component of true consumer loyalty.

Accepted Answer

True consumer loyalty consists of both a

Question 3

Complainers are valuable sources of feedback for businesses.

Accepted Answer

A) True 
 B)False

Question 4

Many consumers who do online banking are reluctant to change banks because of the effort it would take to change automatic payments and online payments. The "cost" to change include the time and effort it would take to cancel old payments and set up new ones as well as the potential for missing a payment. These "costs" represent _____.

Accepted Answer

A)  opportunity costs 
B)  barriers to switching 
C)  switching costs 
D)  barriers to entry 
E)  contributory costs 
A)  opportunity costs 
B)  barriers to switching 
C)  switching costs 
D)  barriers to entry 
E)  contributory costs

Question 5

Which type of behavior occurs when a consumer actively seeks out someone to share an opinion with regarding a negative consumption event?

Accepted Answer

A)  complaining 
B)  disconfirming 
C)  switching 
D)  antiloyalty 
E)  a, b, and c above 
A)  complaining 
B)  disconfirming 
C)  switching 
D)  antiloyalty 
E)  a, b, and c above

Question 6

All of the following are suggested alternative courses of action for handling negative public publicity EXCEPT _____.

Accepted Answer

A)  Do nothing. 
B)  Deny responsibility for any negative event. 
C)  Take responsibility for any negative events and be visible in the public eye. 
D)  Release information allowing the public to draw its own conclusion. 
E)  Spread counter information but don't identify the company as the source. 
A)  Do nothing. 
B)  Deny responsibility for any negative event. 
C)  Take responsibility for any negative events and be visible in the public eye. 
D)  Release information allowing the public to draw its own conclusion. 
E)  Spread counter information but don't identify the company as the source.

Question 7

Personal switching costs refer to the emotional and psychological consequences of changing from one brand/retailer/service provider to another.

Accepted Answer

A) True 
 B)False

Question 8

Joe was not satisfied with his meal or the service at a restaurant, so he told the manager about it. Which type of postconsumption behavior did Joe perform?

Accepted Answer

A)  antiloyalty 
B)  switching 
C)  disconfirming 
D)  complaining 
E)  attributing 
A)  antiloyalty 
B)  switching 
C)  disconfirming 
D)  complaining 
E)  attributing

Question 9

One suggestion for handling consumer complaints effectively is to show empathy for the customer's situation.

Accepted Answer

A) True 
 B)False

Question 10

Which type of switching costs consist of the total economic resources that must be spent or invested as a consumer learns how to obtain value form a new product choice?

Accepted Answer

A)  procedural switching costs 
B)  transactional switching costs 
C)  relationship switching costs 
D)  financial switching costs 
E)  economic switching costs 
A)  procedural switching costs 
B)  transactional switching costs 
C)  relationship switching costs 
D)  financial switching costs 
E)  economic switching costs

Question 11

Confirmation refers to the extent that consumers believe the processes involved in processing a transaction and handling a complaint is fair.

Accepted Answer

A) True 
 B)False

Question 12

You are a business consultant specializing in handling consumer complaints. Suggest measures hotel employees should take when responding to consumer complaints.

Accepted Answer

The following list gives service provide

Question 13

The portion of resources allocated to one brand from among the set of competing brands is called _____.

Accepted Answer

A)  market share 
B)  brand share 
C)  customer share 
D)  competitive intensity 
E)  segment share 
A)  market share 
B)  brand share 
C)  customer share 
D)  competitive intensity 
E)  segment share

Question 14

The main concern with negative WOM for marketers is that it affects all consumers in the same way, so it needs to be countered immediately to avoid further spreading.

Accepted Answer

A) True 
 B)False

Question 15

Trust is a characteristic of relationship quality in which a buyer and seller can depend on each other.

Accepted Answer

A) True 
 B)False

Question 16

Which of the following refers to the times when a consumer chooses a competing choice, rather than the previously purchased choice, on the next purchase occasion?

Accepted Answer

A)  disconfirmation 
B)  switching 
C)  complaining 
D)  disloyalty 
E)  dissatisfaction 
A)  disconfirmation 
B)  switching 
C)  complaining 
D)  disloyalty 
E)  dissatisfaction

Question 17

All of the following are implications of negative word-of-mouth EXCEPT _____.

Accepted Answer

A)  can hurt sales 
B)  can damage the image of the firm 
C)  can have effects that spill over to an entire industry 
D)  can increase switching costs 
E)  all of these choices are implications of negative word-of-mouth 
A)  can hurt sales 
B)  can damage the image of the firm 
C)  can have effects that spill over to an entire industry 
D)  can increase switching costs 
E)  all of these choices are implications of negative word-of-mouth

Question 18

Negative public publicity occurs when negative word-of-mouth spreads on a relatively large scale, possibly even involving media coverage.

Accepted Answer

A) True 
 B)False

Question 19

Which theory plays a role in dealing with negative publicity?

Accepted Answer

A)  expectancy/disconfirmation theory 
B)  theory of reasoned action 
C)  elaboration likelihood theory 
D)  attribution theory 
E)  balance theory 
A)  expectancy/disconfirmation theory 
B)  theory of reasoned action 
C)  elaboration likelihood theory 
D)  attribution theory 
E)  balance theory

Question 20

An angry customer is the worst possible outcome for a business.

Accepted Answer

A) True 
 B)False

_____ means that a consumer will tend to continue a pattern of behavior until some stronger force motivates him or her to change.

Describe each component of true consumer loyalty.

Complainers are valuable sources of feedback for businesses.

Which type of behavior occurs when a consumer actively seeks out someone to share an opinion with regarding a negative consumption event?

All of the following are suggested alternative courses of action for handling negative public publicity EXCEPT _____.

Personal switching costs refer to the emotional and psychological consequences of changing from one brand/retailer/service provider to another.

Joe was not satisfied with his meal or the service at a restaurant, so he told the manager about it. Which type of postconsumption behavior did Joe perform?

One suggestion for handling consumer complaints effectively is to show empathy for the customer's situation.

Which type of switching costs consist of the total economic resources that must be spent or invested as a consumer learns how to obtain value form a new product choice?

Confirmation refers to the extent that consumers believe the processes involved in processing a transaction and handling a complaint is fair.

You are a business consultant specializing in handling consumer complaints. Suggest measures hotel employees should take when responding to consumer complaints.

The portion of resources allocated to one brand from among the set of competing brands is called _____.

The main concern with negative WOM for marketers is that it affects all consumers in the same way, so it needs to be countered immediately to avoid further spreading.

Trust is a characteristic of relationship quality in which a buyer and seller can depend on each other.

Which of the following refers to the times when a consumer chooses a competing choice, rather than the previously purchased choice, on the next purchase occasion?

All of the following are implications of negative word-of-mouth EXCEPT _____.

Negative public publicity occurs when negative word-of-mouth spreads on a relatively large scale, possibly even involving media coverage.

Which theory plays a role in dealing with negative publicity?

An angry customer is the worst possible outcome for a business.

What Is CB and Why Should I Care

Value and the Consumer Behavior Value Framework

Consumer Learning Starts Here: Perception

Comprehension, Memory, and Cognitive Learning

Motivation and Emotion: Driving Consumer Behavior

Personality, Lifestyles, and the Self-Concept

Attitudes and Attitude Change

Consumer Culture

Microcultures

Group and Interpersonal Influence

Consumers in Situations

Decision Making I: Need Recognition and Search

Decision Making Ii: Alternative Evaluation and Choice

Consumption to Satisfaction

Consumer and Marketing Misbehavior

Filters

Exam 15: Consumer Relationships

_____ means that a consumer will tend to continue a pattern of behavior until some stronger force motivates him or her to change.

Describe each component of true consumer loyalty.

Complainers are valuable sources of feedback for businesses.

Which type of behavior occurs when a consumer actively seeks out someone to share an opinion with regarding a negative consumption event?

All of the following are suggested alternative courses of action for handling negative public publicity EXCEPT _____.

Personal switching costs refer to the emotional and psychological consequences of changing from one brand/retailer/service provider to another.

Joe was not satisfied with his meal or the service at a restaurant, so he told the manager about it. Which type of postconsumption behavior did Joe perform?

One suggestion for handling consumer complaints effectively is to show empathy for the customer's situation.

Which type of switching costs consist of the total economic resources that must be spent or invested as a consumer learns how to obtain value form a new product choice?

Confirmation refers to the extent that consumers believe the processes involved in processing a transaction and handling a complaint is fair.

You are a business consultant specializing in handling consumer complaints. Suggest measures hotel employees should take when responding to consumer complaints.

The portion of resources allocated to one brand from among the set of competing brands is called _____.

The main concern with negative WOM for marketers is that it affects all consumers in the same way, so it needs to be countered immediately to avoid further spreading.

Trust is a characteristic of relationship quality in which a buyer and seller can depend on each other.

Which of the following refers to the times when a consumer chooses a competing choice, rather than the previously purchased choice, on the next purchase occasion?

All of the following are implications of negative word-of-mouth EXCEPT _____.

Negative public publicity occurs when negative word-of-mouth spreads on a relatively large scale, possibly even involving media coverage.

Which theory plays a role in dealing with negative publicity?

An angry customer is the worst possible outcome for a business.

What Is CB and Why Should I Care

Value and the Consumer Behavior Value Framework

Consumer Learning Starts Here: Perception

Comprehension, Memory, and Cognitive Learning

Motivation and Emotion: Driving Consumer Behavior

Personality, Lifestyles, and the Self-Concept

Attitudes and Attitude Change

Consumer Culture

Microcultures

Group and Interpersonal Influence

Consumers in Situations

Decision Making I: Need Recognition and Search

Decision Making Ii: Alternative Evaluation and Choice

Consumption to Satisfaction

Consumer and Marketing Misbehavior

Filters