Exam 14: Consumption to Satisfaction

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

When Lori moved into a new house,the phone company was supposed to provide her a phone connection in a month's time.However,a hurricane struck on the day the serviceman was supposed to hook it up.Lori did not get the connection until after several months because of the devastation wrecked by the hurricane.Lori was not mad as she realized that neither did the phone company regulate the weather nor the extent of the destruction caused by the hurricane.Which of the following elements in the attribution theory corresponds best with Lori's realization?

Consumers who frame expectations based on what ought to happen show a greater tendency toward being satisfied relative to consumers who experience anticipatory hope.

Durable goods are goods that are consumed over extremely short periods of time.

Jane is eagerly looking forward to attend the summer festival that will take place over the next few weeks as she believes that it will be a fun event.Jane's belief is a reflection of her _____ from the event.

Soft drinks and facial tissues are examples of _____ goods.

Services and experiences are usually classified as _____ by default.

Which of the following leads to consumer satisfaction?

An amusement park was recently inaugurated in Tampa,Florida.All the customers who visited the park the first few days were sent a feedback form via email to rate their overall satisfaction on a scale.The form included a set of ten questions with four answer options;completely dissatisfied/dissatisfied/satisfied/completely satisfied.This scale is an example of a(n)_____ measure.

When Sam's friends decided to celebrate his birthday at Grace's Steaks,a popular steakhouse,Sam was uncertain as he had his reservations against the quality of meat served there.On the day of the party,though everyone enjoyed dinner,Sam still harbored his misgivings about the place.Which of the following theories best explains Sam's postconsumption evaluation of Grace's Steaks?

Negative disconfirmation leads to consumer satisfaction by disconfirming negative expectations associated with the product.

Who among the following possess a lifestyle trait leading to a strong tendency toward retaining consumption-related possessions?

According to the expectancy/disconfirmation theory,when performance perceptions exactly match what was expected,then _____ occurs.

Service quality is often discussed as the difference between consumer expectations of different service aspects and the actual service that is delivered.

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

_____ measures assess a consumer's satisfaction with various components of a product,service,or experience.

Which of the following is a fundamental emotion evoked by negative,anticipatory appraisals which signal uncertainty about a negative outcome?

When expectations lack a strong degree of confidence,satisfaction is less strongly influenced by perceived performance.

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

Which of the following disposal alternatives involves consumers simply throwing away waste material?