Question 1

The consumer who reacts with disgust is very likely to complain.

Accepted Answer

A) True 
 B)False

Question 2

True consumer loyalty consists of both a pattern of repeated behavior and a strong feeling of attachment.

Accepted Answer

A) True 
 B)False

Question 3

Matt found out that he would have to pay a $450 initial fee to switch service providers for his home security system. The $450 is an example of which type of switching cost?

Accepted Answer

A)  procedural switching costs 
B)  transactional switching costs 
C)  financial switching costs 
D)  separation switching costs 
E)  induction switching costs 
A)  procedural switching costs 
B)  transactional switching costs 
C)  financial switching costs 
D)  separation switching costs 
E)  induction switching costs

Question 4

Loyalty is a postconsumption affective reaction.

Accepted Answer

A) True 
 B)False

Question 5

Switching in a consumer behavior context 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) True 
 B)False

Question 6

The characteristic of relationship quality that treats the customer as an individual with unique desires and requirements is known as _____.

Accepted Answer

A)  competence 
B)  trust 
C)  equity 
D)  personalization 
E)  customer oriented 
A)  competence 
B)  trust 
C)  equity 
D)  personalization 
E)  customer oriented

Question 7

All of the following are examples of postconsumption affective reactions EXCEPT _____.

Accepted Answer

A)  joy 
B)  skepticism 
C)  switching 
D)  anger 
E)  satisfaction 
A)  joy 
B)  skepticism 
C)  switching 
D)  anger 
E)  satisfaction

Question 8

Some dissatisfied customers retaliate in the form of revenge-oriented behaviors directed toward a business.

Accepted Answer

A) True 
 B)False

Question 9

Two customers of a restaurant had a bad experience. John complained to the manager, but Beth did not. Describe how John is different from Beth as a result of their behaviors and the likely outcome for the restaurant.

Accepted Answer

Complaining behavior occurs when

Question 10

Which of the following is a postconsumption behavior?

Accepted Answer

A)  love 
B)  attachment 
C)  equity 
D)  switching 
E)  all of these choices 
A)  love 
B)  attachment 
C)  equity 
D)  switching 
E)  all of these choices

Question 11

Brian really likes his Nike athletic shoes and clothing. He feels a sense of attachment, dedication, and identification with this brand. Brian is exhibiting _____.

Accepted Answer

A)  customer empathy 
B)  customer inertia 
C)  customer community 
D)  customer confirmation 
E)  customer commitment 
A)  customer empathy 
B)  customer inertia 
C)  customer community 
D)  customer confirmation 
E)  customer commitment

Question 12

Angie was so embarrassed by her boyfriend's behavior at a restaurant. The waiter brought out the wrong order and her boyfriend told him it was wrong but the waiter wasn't very nice about it. Then her boyfriend started yelling at him, calling him an idiot, and demanded to see the manager. People were staring at them and she just wanted him to stop carrying on like that. What is Angie's boyfriend's behavior called?

Accepted Answer

A)  negative word-of-mouth 
B)  retaliatory revenge 
C)  rancorous revenge 
D)  negative public publicity 
E)  switching behavior 
A)  negative word-of-mouth 
B)  retaliatory revenge 
C)  rancorous revenge 
D)  negative public publicity 
E)  switching behavior

Question 13

The certainty of a lengthy stream of revenues for a firm is much greater for a customer acting only on inertia.

Accepted Answer

A) True 
 B)False

Question 14

Margo has decided to go to a different hair salon because it is trendier than the one she currently uses. However, she will miss her stylist, Sheri, because she has been cutting Margo's hair ten years. Which type of switching costs will Margo most likely experience in this case?

Accepted Answer

A)  procedural switching costs 
B)  financial switching costs 
C)  relational switching costs 
D)  personal switching costs 
E)  disconfirmation switching costs 
A)  procedural switching costs 
B)  financial switching costs 
C)  relational switching costs 
D)  personal switching costs 
E)  disconfirmation switching costs

Question 15

Equity judgments, in particular perceptions of unfair treatment, are particularly prone to lead consumers to switch.

Accepted Answer

A) True 
 B)False

The consumer who reacts with disgust is very likely to complain.

True consumer loyalty consists of both a pattern of repeated behavior and a strong feeling of attachment.

Matt found out that he would have to pay a $450 initial fee to switch service providers for his home security system. The $450 is an example of which type of switching cost?

Loyalty is a postconsumption affective reaction.

Switching in a consumer behavior context refers to the times when a consumer chooses a competing choice, rather than the previously purchased choice, on the next purchase occasion.

The characteristic of relationship quality that treats the customer as an individual with unique desires and requirements is known as _____.

All of the following are examples of postconsumption affective reactions EXCEPT _____.

Some dissatisfied customers retaliate in the form of revenge-oriented behaviors directed toward a business.

Two customers of a restaurant had a bad experience. John complained to the manager, but Beth did not. Describe how John is different from Beth as a result of their behaviors and the likely outcome for the restaurant.

Which of the following is a postconsumption behavior?

Brian really likes his Nike athletic shoes and clothing. He feels a sense of attachment, dedication, and identification with this brand. Brian is exhibiting _____.

The certainty of a lengthy stream of revenues for a firm is much greater for a customer acting only on inertia.

Margo has decided to go to a different hair salon because it is trendier than the one she currently uses. However, she will miss her stylist, Sheri, because she has been cutting Margo's hair ten years. Which type of switching costs will Margo most likely experience in this case?

Equity judgments, in particular perceptions of unfair treatment, are particularly prone to lead consumers to switch.

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

The consumer who reacts with disgust is very likely to complain.

True consumer loyalty consists of both a pattern of repeated behavior and a strong feeling of attachment.

Matt found out that he would have to pay a $450 initial fee to switch service providers for his home security system. The $450 is an example of which type of switching cost?

Loyalty is a postconsumption affective reaction.

Switching in a consumer behavior context refers to the times when a consumer chooses a competing choice, rather than the previously purchased choice, on the next purchase occasion.

The characteristic of relationship quality that treats the customer as an individual with unique desires and requirements is known as _____.

All of the following are examples of postconsumption affective reactions EXCEPT _____.

Some dissatisfied customers retaliate in the form of revenge-oriented behaviors directed toward a business.

Two customers of a restaurant had a bad experience. John complained to the manager, but Beth did not. Describe how John is different from Beth as a result of their behaviors and the likely outcome for the restaurant.

Which of the following is a postconsumption behavior?

Brian really likes his Nike athletic shoes and clothing. He feels a sense of attachment, dedication, and identification with this brand. Brian is exhibiting _____.

The certainty of a lengthy stream of revenues for a firm is much greater for a customer acting only on inertia.

Margo has decided to go to a different hair salon because it is trendier than the one she currently uses. However, she will miss her stylist, Sheri, because she has been cutting Margo's hair ten years. Which type of switching costs will Margo most likely experience in this case?

Equity judgments, in particular perceptions of unfair treatment, are particularly prone to lead consumers to switch.

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