Question 1

Consumers who spread negative WOM without complaining to the company itself are particularly likely not to ever do business with that company again.

Accepted Answer

A) True 
 B)False

Question 2

Consumers with a weak economic orientation display lower customer share with all competitors instead choosing to shop in the place with the current best offer.

Accepted Answer

A) True 
 B)False

Question 3

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

Accepted Answer

A)  commitment 
B)  inertia 
C)  share 
D)  empathy 
E)  apathy 
A)  commitment 
B)  inertia 
C)  share 
D)  empathy 
E)  apathy

Question 4

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

Accepted Answer

A)  Self-evaluation maintenance theory 
B)  Theory of reasoned action 
C)  Elaboration likelihood theory 
D)  Attribution theory 
E)  Balance theory 
A)  Self-evaluation maintenance theory 
B)  Theory of reasoned action 
C)  Elaboration likelihood theory 
D)  Attribution theory 
E)  Balance theory

Question 5

_____ costs are the costs associated with changing from one choice,such as a brand,retailer,or service provider,to another.

Accepted Answer

A)  Switching 
B)  Transfer 
C)  Conversion 
D)  Shilling 
E)  Infiltrating 
A)  Switching 
B)  Transfer 
C)  Conversion 
D)  Shilling 
E)  Infiltrating

Question 6

When a consumer tends to continue a pattern of behavior until some stronger force motivates him or her to change,it is called consumer _____.

Accepted Answer

A)  inertia 
B)  share 
C)  apathy 
D)  equity 
E)  loyalty 
A)  inertia 
B)  share 
C)  apathy 
D)  equity 
E)  loyalty

Question 7

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

Accepted Answer

A) True 
 B)False

Question 8

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 9

Price sensitive consumers become more loyal post complaint than those with less price sensitivity.

Accepted Answer

A) True 
 B)False

Question 10

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 11

When relationship quality is high,the prospects for a continued series of mutually valuable exchanges exist.

Accepted Answer

A) True 
 B)False

Question 12

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

Accepted Answer

A) True 
 B)False

Question 13

Which of the following characteristics of relationship quality represents the understanding between a consumer and a firm as essentially "speaking the same language"?

Accepted Answer

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

Question 14

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

Accepted Answer

A) True 
 B)False

Question 15

Antiloyal consumers are those who will do everything possible to avoid doing business with a particular marketer.

Accepted Answer

A) True 
 B)False

Question 16

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

Accepted Answer

A) True 
 B)False

Question 17

How is a complainer different from a noncomplainer?

Accepted Answer

A)  Compared to a complainer, A noncomplainer is more likely to become satisfied with company intervention. 
B)  Compared to a noncomplainer, a complainer is more likely to return following the exchange. 
C)  Compared to a noncomplainer, a complainer is less likely to tell others when a company performs poorly. 
D)  A complainer is not as valuable as a noncomplainer to a firm. 
E)  A complainer is more likely to be experiencing disgust than a noncomplainer. 
A)  Compared to a complainer, A noncomplainer is more likely to become satisfied with company intervention. 
B)  Compared to a noncomplainer, a complainer is more likely to return following the exchange. 
C)  Compared to a noncomplainer, a complainer is less likely to tell others when a company performs poorly. 
D)  A complainer is not as valuable as a noncomplainer to a firm. 
E)  A complainer is more likely to be experiencing disgust than a noncomplainer.

Question 18

DISSATISFIED CUSTOMER SCENARIO
Meg went to a local nail salon to get a manicure and pedicure. Unfortunately, she got a nasty nail infection on her left foot a day after her manicure. She didn't go back to the salon to complain, but she told all her friends about it and warned them to never go there. One of her friends suggested she should go to the salon, complain, and demand a compensation for her medical expenses, or at least get her money back for the pedicure. Meg was so disgusted that she didn't even want to go back there to complain. If she ever decides to get another pedicure, she certainly won't go back to that salon.
-Refer to Dissatisfied Customer Scenario.Meg posts pictures of her infected toes online and describes her experience in the salon on a social networking site.In no time,information on the Web goes viral and badly affects the business of the salon as the number of customers reduces to a trickle.This is an example of:

Accepted Answer

A)  disconfirming. 
B)  procedural revenge. 
C)  negative public publicity. 
D)  distributive revenge. 
E)  retaliatory revenge. 
A)  disconfirming. 
B)  procedural revenge. 
C)  negative public publicity. 
D)  distributive revenge. 
E)  retaliatory revenge.

Question 19

Define switching behavior.Discuss the three categories of switching costs.Discuss which one(s)would be the most significant if you changed your cellphone or other type of service provider.

Accepted Answer

Switching refers to the times when a con

Question 20

Consumer inertia means that a consumer will tend to continue a pattern of behavior until some stronger force motivates him or her to change.

Accepted Answer

A) True 
 B)False

Consumers who spread negative WOM without complaining to the company itself are particularly likely not to ever do business with that company again.

Consumers with a weak economic orientation display lower customer share with all competitors instead choosing to shop in the place with the current best offer.

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

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

_____ costs are the costs associated with changing from one choice,such as a brand,retailer,or service provider,to another.

When a consumer tends to continue a pattern of behavior until some stronger force motivates him or her to change,it is called consumer _____.

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

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

Price sensitive consumers become more loyal post complaint than those with less price sensitivity.

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?

When relationship quality is high,the prospects for a continued series of mutually valuable exchanges exist.

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

Which of the following characteristics of relationship quality represents the understanding between a consumer and a firm as essentially "speaking the same language"?

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

Antiloyal consumers are those who will do everything possible to avoid doing business with a particular marketer.

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

How is a complainer different from a noncomplainer?

Define switching behavior.Discuss the three categories of switching costs.Discuss which one(s)would be the most significant if you changed your cellphone or other type of service provider.

Consumer inertia means that a consumer will tend to continue a pattern of behavior until some stronger force motivates him or her to change.

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

Consumers who spread negative WOM without complaining to the company itself are particularly likely not to ever do business with that company again.

Consumers with a weak economic orientation display lower customer share with all competitors instead choosing to shop in the place with the current best offer.

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

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

_____ costs are the costs associated with changing from one choice,such as a brand,retailer,or service provider,to another.

When a consumer tends to continue a pattern of behavior until some stronger force motivates him or her to change,it is called consumer _____.

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

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

Price sensitive consumers become more loyal post complaint than those with less price sensitivity.

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?

When relationship quality is high,the prospects for a continued series of mutually valuable exchanges exist.

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

Which of the following characteristics of relationship quality represents the understanding between a consumer and a firm as essentially "speaking the same language"?

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

Antiloyal consumers are those who will do everything possible to avoid doing business with a particular marketer.

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

How is a complainer different from a noncomplainer?

Define switching behavior.Discuss the three categories of switching costs.Discuss which one(s)would be the most significant if you changed your cellphone or other type of service provider.

Consumer inertia means that a consumer will tend to continue a pattern of behavior until some stronger force motivates him or her to change.

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