Question 1

Which of the following occurs when consumers spread information from one to another about favorable consumption experiences?

Accepted Answer

A)  Positive word-of-mouth 
B)  Positive disconfirmation 
C)  Positive attribution 
D)  Switching behavior 
A)  Positive word-of-mouth 
B)  Positive disconfirmation 
C)  Positive attribution 
D)  Switching behavior

Question 2

Which of the following is true of loyalty cards or programs?

Accepted Answer

A)  They do not work in a two-tiered pricing system. 
B)  They cannot tell much about customer groups' demographics. 
C)  They can be used to learn more about customer groups' shopping patterns. 
D)  They are most likely to change the loyalty of consumers with a strong economic orientation. 
A)  They do not work in a two-tiered pricing system. 
B)  They cannot tell much about customer groups' demographics. 
C)  They can be used to learn more about customer groups' shopping patterns. 
D)  They are most likely to change the loyalty of consumers with a strong economic orientation.

Question 3

Briefly describe antiloyal customers.

Accepted Answer

Answers will vary. Antiloyal consumers a

Question 4

Café da Manhã, a small café, enjoys business from many loyal customers. When there is news of another café opening in the next block, the management of the café decides to take action to preempt the competition. Which of the following actions by the management of Café da Manhã is most likely to ensure that its customers keep coming back to the café?

Accepted Answer

A)  Completely revamping its menu 
B)  Introducing a loyalty card program 
C)  Focusing solely on gratifying the needs of its customers 
D)  Reducing the price of its most popular items 
A)  Completely revamping its menu 
B)  Introducing a loyalty card program 
C)  Focusing solely on gratifying the needs of its customers 
D)  Reducing the price of its most popular items

Question 5

Which of the following is true of antiloyal customers?

Accepted Answer

A)  They do not buy from the same marketer even if they have had a good experience. 
B)  They do everything possible to avoid doing business with a particular marketer. 
C)  They try different marketers but do not express any opinion about their experiences. 
D)  They frequently try other marketers but keep coming back to a particular marketer. 
A)  They do not buy from the same marketer even if they have had a good experience. 
B)  They do everything possible to avoid doing business with a particular marketer. 
C)  They try different marketers but do not express any opinion about their experiences. 
D)  They frequently try other marketers but keep coming back to a particular marketer.

Question 6

The sense of attachment, dedication, and identification with a brand or service provider is known as _____.

Accepted Answer

A)  consumer inertia 
B)  customer share 
C)  customer commitment 
D)  consumer empathy 
A)  consumer inertia 
B)  customer share 
C)  customer commitment 
D)  consumer empathy

Question 7

When competitive intensity is low and switching costs are high, dissatisfied consumers are almost certain to switch.

Accepted Answer

A) True 
 B)False

Question 8

Financial switching costs involve the loss of time and effort.

Accepted Answer

A) True 
 B)False

Question 9

In the context of outcomes of consumption, briefly discuss procedural justice.

Accepted Answer

Answers will vary. Procedural justice re

Question 10

Elaine's computer printer broke down shortly after she purchased it. When she called the toll-free service number, she was told that she had to pay to speak to a service representative. It made her so unhappy that she told her friends and family about the problems she faced and advised them against buying that brand. Elaine's behavior in the given scenario best exemplifies _____.

Accepted Answer

A)  a retributive measure 
B)  distributive revenge 
C)  procedural justice 
D)  negative word-of-mouth 
A)  a retributive measure 
B)  distributive revenge 
C)  procedural justice 
D)  negative word-of-mouth

Question 11

The inability of consumer satisfaction/dissatisfaction (CS/D) to predict the future purchasing behavior of consumers is attributed to _____.

Accepted Answer

A)  retributive costs 
B)  switching costs 
C)  inequity perceptions 
D)  equity perceptions 
A)  retributive costs 
B)  switching costs 
C)  inequity perceptions 
D)  equity perceptions

Question 12

When a consumer becomes violent with employees and/or tries to vandalize a business in response to an unsatisfactory experience, it is referred to as _____.

Accepted Answer

A)  procedural justice 
B)  retributive justice 
C)  restorative revenge 
D)  retaliatory revenge 
A)  procedural justice 
B)  retributive justice 
C)  restorative revenge 
D)  retaliatory revenge

Question 13

A few customers at Mackarel, a seafood restaurant, recently suffered from food poisoning and were hospitalized. One of those customers was so angry that he tried to burn the restaurant down. This action of the disgruntled customer is an example of _____.

Accepted Answer

A)  retaliatory revenge 
B)  procedural justice 
C)  retributive justice 
D)  restorative revenge 
A)  retaliatory revenge 
B)  procedural justice 
C)  retributive justice 
D)  restorative revenge

Question 14

Holly was so pleased with the service she received at the new spa in her neighborhood that she told many of her friends about her pleasant experience. Which of the following post-consumption behaviors best describes Holly's behavior?

Accepted Answer

A)  Confirmatory bias 
B)  Consumer inertia 
C)  Positive word-of-mouth 
D)  Positive disconfirmation 
A)  Confirmatory bias 
B)  Consumer inertia 
C)  Positive word-of-mouth 
D)  Positive disconfirmation

Question 15

Which of the following characteristics of relationship quality represents the understanding between a consumer and a firm?

Accepted Answer

A)  Communication 
B)  Competence 
C)  Personalization 
D)  Equity 
A)  Communication 
B)  Competence 
C)  Personalization 
D)  Equity

Question 16

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

Accepted Answer

A)  Referencing 
B)  Switching 
C)  Consumer inertia 
D)  Complaining behavior 
A)  Referencing 
B)  Switching 
C)  Consumer inertia 
D)  Complaining behavior

Question 17

For functional types of services, hedonic value is more strongly related to customer share than is utilitarian value.

Accepted Answer

A) True 
 B)False

Question 18

When it comes to running shoes, Brian is completely devoted to Footfall, a sports shoe brand. He feels that the brand defines him. Brian's association with Footfall's running shoes is an example of _____.

Accepted Answer

A)  consumer commitment 
B)  customer share 
C)  consumer inertia 
D)  consumer switching 
A)  consumer commitment 
B)  customer share 
C)  consumer inertia 
D)  consumer switching

Question 19

The term critical incident refers to the turning point at which the customer arrives at a decision to purchase a product.

Accepted Answer

A) True 
 B)False

Question 20

In the context of consumer share, which of the following statements is true of value and switching?

Accepted Answer

A)  Hedonic value is more strongly related to customer share for functional types of services. 
B)  Customers who switch service providers are more likely to be loyal if they experience comparatively increased hedonic value. 
C)  Utilitarian value plays a larger role in creating consumer commitment. 
D)  For experiential types of services, such as fashion shopping, utilitarian value is more strongly related to customer share. 
A)  Hedonic value is more strongly related to customer share for functional types of services. 
B)  Customers who switch service providers are more likely to be loyal if they experience comparatively increased hedonic value. 
C)  Utilitarian value plays a larger role in creating consumer commitment. 
D)  For experiential types of services, such as fashion shopping, utilitarian value is more strongly related to customer share.

Which of the following occurs when consumers spread information from one to another about favorable consumption experiences?

Which of the following is true of loyalty cards or programs?

Briefly describe antiloyal customers.

Which of the following is true of antiloyal customers?

The sense of attachment, dedication, and identification with a brand or service provider is known as _____.

When competitive intensity is low and switching costs are high, dissatisfied consumers are almost certain to switch.

Financial switching costs involve the loss of time and effort.

In the context of outcomes of consumption, briefly discuss procedural justice.

The inability of consumer satisfaction/dissatisfaction (CS/D) to predict the future purchasing behavior of consumers is attributed to _____.

When a consumer becomes violent with employees and/or tries to vandalize a business in response to an unsatisfactory experience, it is referred to as _____.

A few customers at Mackarel, a seafood restaurant, recently suffered from food poisoning and were hospitalized. One of those customers was so angry that he tried to burn the restaurant down. This action of the disgruntled customer is an example of _____.

Holly was so pleased with the service she received at the new spa in her neighborhood that she told many of her friends about her pleasant experience. Which of the following post-consumption behaviors best describes Holly's behavior?

Which of the following characteristics of relationship quality represents the understanding between a consumer and a firm?

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

For functional types of services, hedonic value is more strongly related to customer share than is utilitarian value.

When it comes to running shoes, Brian is completely devoted to Footfall, a sports shoe brand. He feels that the brand defines him. Brian's association with Footfall's running shoes is an example of _____.

The term critical incident refers to the turning point at which the customer arrives at a decision to purchase a product.

In the context of consumer share, which of the following statements is true of value and switching?

What is CB and Why Should I Care?

Value and the Consumer Behavior 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: Beyond Consumer Relationships

Which of the following occurs when consumers spread information from one to another about favorable consumption experiences?

Which of the following is true of loyalty cards or programs?

Briefly describe antiloyal customers.

Which of the following is true of antiloyal customers?

The sense of attachment, dedication, and identification with a brand or service provider is known as _____.

When competitive intensity is low and switching costs are high, dissatisfied consumers are almost certain to switch.

Financial switching costs involve the loss of time and effort.

In the context of outcomes of consumption, briefly discuss procedural justice.

The inability of consumer satisfaction/dissatisfaction (CS/D) to predict the future purchasing behavior of consumers is attributed to _____.

When a consumer becomes violent with employees and/or tries to vandalize a business in response to an unsatisfactory experience, it is referred to as _____.

A few customers at Mackarel, a seafood restaurant, recently suffered from food poisoning and were hospitalized. One of those customers was so angry that he tried to burn the restaurant down. This action of the disgruntled customer is an example of _____.

Holly was so pleased with the service she received at the new spa in her neighborhood that she told many of her friends about her pleasant experience. Which of the following post-consumption behaviors best describes Holly's behavior?

Which of the following characteristics of relationship quality represents the understanding between a consumer and a firm?

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

For functional types of services, hedonic value is more strongly related to customer share than is utilitarian value.

When it comes to running shoes, Brian is completely devoted to Footfall, a sports shoe brand. He feels that the brand defines him. Brian's association with Footfall's running shoes is an example of _____.

The term critical incident refers to the turning point at which the customer arrives at a decision to purchase a product.

In the context of consumer share, which of the following statements is true of value and switching?

What is CB and Why Should I Care?

Value and the Consumer Behavior 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