Exam 15: Consumer Relationships

Which of the following theories plays a role in dealing with negative publicity?

_____ takes place when consumers pass on negative information about a company from one to another.

A few customers at China Palace,a Chinese restaurant,recently suffered from food poisoning and were admitted in the hospital.One of these customers was so angry that he tried to burn the restaurant down a week later after the food-poisoning incident.This disgruntled customer was engaged in _____ revenge.

The number of firms competing for business within a specific category is called competitive _____.

Financial switching costs consist of the total economic resources that must be spent or invested as a consumer learns how to obtain value from a new product choice.

Stan has never entered into any of the Resplendent Stores,a chain of retail stores,in more than ten years.Because of a bad past experience,he harbors a particular aversion for them,and he has vowed never to shop in any of their stores.Stan is best described as a(n)_____ with respect to Resplendent Stores.

All dissatisfied customers are complainers.

Consumers who will do everything possible to avoid doing business with a particular marketer are called _____.

When competitive intensity is high and switching costs are low,a company is vulnerable to consumers who will switch providers even when customers are satisfied.

A firm that concentrates on repeated behavior alone,perhaps by always being convenient,can do well but remains more vulnerable to competitors.

Anger evokes an avoidance response,and as a result,an angry consumer avoids a potential confrontation and simply goes away.

Competitive intensity refers to the resources allocated to one brand from among the set of competing brands.

Which of the following characteristics of relationship quality represents the consumer's view of the company and service providers as knowledgeable and capable?

Define customer commitment and describe its significance.

If a furious consumer becomes violent or tries to vandalize the business,it is known as rancorous revenge.

Which of the following types of switching costs consists of the total economic resources that must be spent or invested as a consumer learns how to obtain value from a new product choice?

Negative approach emotions like anger are most likely to precede complaining behavior.

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

A 3rd Party Endorsement represents one form of publicity in which an ostensibly objective outsider (neither the customer nor business)provides publicly available purchase recommendations.