Question 1

Complaining behavior occurs when a consumer actively seeks out someone to share an opinion with regarding a negative consumption event.

Accepted Answer

A) True 
 B)False

Question 2

Elaine had a problem with the computer printer she purchased.When she called the toll-free service support number,she was told that she had to pay to speak to a service representative.It made her so unhappy that she told all of her friends and family about the problem with the printer and the poor service she received,and advised them never to buy that brand.According to the information given in this case,which of the following postconsumption behaviors best describes Elaine's behavior?

Accepted Answer

A) Loyalty 
B) Switching 
C) Avoidance 
D) Disconfirmation 
E) Negative word-of-mouth 
A) Loyalty 
B) Switching 
C) Avoidance 
D) Disconfirmation 
E) Negative word-of-mouth

Question 3

Carla was unhappy with her haircut.The next time she wanted a haircut,she went to a different hairstylist who Carla thought was more competent than her previous stylist.From a consumer behavior perspective,which of the following terms best describe Carla's behavior?

Accepted Answer

A) Infiltrating 
B) Hoarding 
C) Shilling 
D) Switching 
E) Referencing 
A) Infiltrating 
B) Hoarding 
C) Shilling 
D) Switching 
E) Referencing

Question 4

Retailers who build up procedural switching costs may gain temporary repeat purchase behavior,but they fail to establish the connection with the customer that wins them true loyalty.

Accepted Answer

A) True 
 B)False

Question 5

Retaliatory revenge is when a consumer yells,insults,and makes a public scene in an effort to harm the business.

Accepted Answer

A) True 
 B)False

Question 6

Online reviews influence the opinions for relatively established brands much more than they do for unfamiliar brands.

Accepted Answer

A) True 
 B)False

Question 7

Customer share represents a behavioral component that is indicative of customer loyalty.

Accepted Answer

A) True 
 B)False

Question 8

Negative word-of-mouth (negative WOM)takes place when consumers pass on negative information about a company from one to another.

Accepted Answer

A) True 
 B)False

Question 9

Positive WOM occurs when consumers spread information from one to another about positive consumption experiences with companies.

Accepted Answer

A) True 
 B)False

Question 10

Procedural switching costs involve money and emotional consequences.

Accepted Answer

A) True 
 B)False

Question 11

Postconsumption cognitions lead to an affective reaction most conventionally represented by consumer _____.

Accepted Answer

A) confirmation or disconfirmation 
B) association or disassociation 
C) excitement or ignorance 
D) satisfaction or dissatisfaction 
E) agreement or disagreement 
A) confirmation or disconfirmation 
B) association or disassociation 
C) excitement or ignorance 
D) satisfaction or dissatisfaction 
E) agreement or disagreement

Question 12

A consumer who yells,insults,and makes a public scene in an effort to harm a business after receiving poor service is engaging in _____ revenge.

Accepted Answer

A) retaliatory 
B) rancorous 
C) restorative 
D) distributive 
E) procedural 
A) retaliatory 
B) rancorous 
C) restorative 
D) distributive 
E) procedural

Question 13

What is a third party endorsement? What are its two types?

Accepted Answer

A 3rd Party Endorsement represents one f

Question 14

You are a business consultant specializing in handling consumer complaints.Suggest some guidelines that hotel employees should follow when responding to consumer complaints.

Accepted Answer

Some of the measures service providers c

Question 15

When Sheri,a socialite,got some bad publicity for her recent choice of evening wear,she decided to change designers.However,when Sheri visited her new designer for the first time,she missed the camaraderie and the easy banter she used to share with Margo,her previous designer.Which of the following types of switching costs was being experienced by Sheri?

Accepted Answer

A) Procedural switching cost 
B) Financial switching cost 
C) Relational switching cost 
D) Rational switching cost 
E) Affective switching cost 
A) Procedural switching cost 
B) Financial switching cost 
C) Relational switching cost 
D) Rational switching cost 
E) Affective switching cost

Question 16

A firm is likely to be most vulnerable to customers' switching behavior when:

Accepted Answer

A) its customers are dissatisfied,the switching costs are low,and the firm operates in a business environment with high competitive intensity. 
B) its customers are satisfied,the switching costs are high,and the firm operates in a business environment with high competitive intensity. 
C) its customers are dissatisfied,the switching costs are high,and the firm operates in a business environment with low competitive intensity. 
D) its customers are satisfied,the switching costs are low,and the firm operates in a business environment with low competitive intensity. 
E) its customers are satisfied,the switching costs are high,and the firm operates in a business environment with low competitive intensity. 
A) its customers are dissatisfied,the switching costs are low,and the firm operates in a business environment with high competitive intensity. 
B) its customers are satisfied,the switching costs are high,and the firm operates in a business environment with high competitive intensity. 
C) its customers are dissatisfied,the switching costs are high,and the firm operates in a business environment with low competitive intensity. 
D) its customers are satisfied,the switching costs are low,and the firm operates in a business environment with low competitive intensity. 
E) its customers are satisfied,the switching costs are high,and the firm operates in a business environment with low competitive intensity.

Question 17

____ justice refers to the extent that consumers believe the processes involved in processing a transaction,performing a service or handling a complaint is fair.

Accepted Answer

A) Restorative 
B) Retributive 
C) Distributive 
D) Retaliatory 
E) Procedural 
A) Restorative 
B) Retributive 
C) Distributive 
D) Retaliatory 
E) Procedural

Question 18

Which of the following types of behaviors occurs when a consumer actively seeks out someone to share an opinion with regarding a negative consumption event?

Accepted Answer

A) Complaining behavior 
B) Disconfirming behavior 
C) Switching behavior 
D) Antiloyal behavior 
E) Satisficing behavior 
A) Complaining behavior 
B) Disconfirming behavior 
C) Switching behavior 
D) Antiloyal behavior 
E) Satisficing behavior

Question 19

Relational 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 20

Which of the following terms refers to exchanges between consumers and business that the consumer views as unusually negative?

Accepted Answer

A) Disconfirmation incident 
B) Critical incident 
C) Peripheral incident 
D) Significant incident 
E) Disintegrative incident 
A) Disconfirmation incident 
B) Critical incident 
C) Peripheral incident 
D) Significant incident 
E) Disintegrative incident

Complaining behavior occurs when a consumer actively seeks out someone to share an opinion with regarding a negative consumption event.

Carla was unhappy with her haircut.The next time she wanted a haircut,she went to a different hairstylist who Carla thought was more competent than her previous stylist.From a consumer behavior perspective,which of the following terms best describe Carla's behavior?

Retailers who build up procedural switching costs may gain temporary repeat purchase behavior,but they fail to establish the connection with the customer that wins them true loyalty.

Retaliatory revenge is when a consumer yells,insults,and makes a public scene in an effort to harm the business.

Online reviews influence the opinions for relatively established brands much more than they do for unfamiliar brands.

Customer share represents a behavioral component that is indicative of customer loyalty.

Negative word-of-mouth (negative WOM)takes place when consumers pass on negative information about a company from one to another.

Positive WOM occurs when consumers spread information from one to another about positive consumption experiences with companies.

Procedural switching costs involve money and emotional consequences.

Postconsumption cognitions lead to an affective reaction most conventionally represented by consumer _____.

A consumer who yells,insults,and makes a public scene in an effort to harm a business after receiving poor service is engaging in _____ revenge.

What is a third party endorsement? What are its two types?

You are a business consultant specializing in handling consumer complaints.Suggest some guidelines that hotel employees should follow when responding to consumer complaints.

A firm is likely to be most vulnerable to customers' switching behavior when:

____ justice refers to the extent that consumers believe the processes involved in processing a transaction,performing a service or handling a complaint is fair.

Which of the following types of behaviors occurs when a consumer actively seeks out someone to share an opinion with regarding a negative consumption event?

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

Which of the following terms refers to exchanges between consumers and business that the consumer views as unusually negative?

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

Group and Interpersonal Influence

Consumer Culture

Microcultures

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

Complaining behavior occurs when a consumer actively seeks out someone to share an opinion with regarding a negative consumption event.

Carla was unhappy with her haircut.The next time she wanted a haircut,she went to a different hairstylist who Carla thought was more competent than her previous stylist.From a consumer behavior perspective,which of the following terms best describe Carla's behavior?

Retailers who build up procedural switching costs may gain temporary repeat purchase behavior,but they fail to establish the connection with the customer that wins them true loyalty.

Retaliatory revenge is when a consumer yells,insults,and makes a public scene in an effort to harm the business.

Online reviews influence the opinions for relatively established brands much more than they do for unfamiliar brands.

Customer share represents a behavioral component that is indicative of customer loyalty.

Negative word-of-mouth (negative WOM)takes place when consumers pass on negative information about a company from one to another.

Positive WOM occurs when consumers spread information from one to another about positive consumption experiences with companies.

Procedural switching costs involve money and emotional consequences.

Postconsumption cognitions lead to an affective reaction most conventionally represented by consumer _____.

A consumer who yells,insults,and makes a public scene in an effort to harm a business after receiving poor service is engaging in _____ revenge.

What is a third party endorsement? What are its two types?

You are a business consultant specializing in handling consumer complaints.Suggest some guidelines that hotel employees should follow when responding to consumer complaints.

A firm is likely to be most vulnerable to customers' switching behavior when:

____ justice refers to the extent that consumers believe the processes involved in processing a transaction,performing a service or handling a complaint is fair.

Which of the following types of behaviors occurs when a consumer actively seeks out someone to share an opinion with regarding a negative consumption event?

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

Which of the following terms refers to exchanges between consumers and business that the consumer views as unusually negative?

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

Group and Interpersonal Influence

Consumer Culture

Microcultures

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