Question 1

A disgusted or hopeless consumer is more likely to complain than an angry consumer.

Accepted Answer

A) True 
 B)False

Question 2

Which of the following types of switching costs involves lost time and effort?

Accepted Answer

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

Question 3

The portion of resources allocated to one brand from among the set of competing brands is called _____.

Accepted Answer

A)  market share 
B)  brand share 
C)  customer share 
D)  retail share 
E)  segment share 
A)  market share 
B)  brand share 
C)  customer share 
D)  retail share 
E)  segment share

Question 4

In the social media world,the key is to respond quickly before negative news goes viral.

Accepted Answer

A) True 
 B)False

Question 5

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

Accepted Answer

A 3rd Party Endorsement represents one f

Question 6

Explain critical incident in the context of consumer behavior.

Accepted Answer

The term critical incident refers to exc

Question 7

Perceptions of justice are included within the equity cognitions.

Accepted Answer

A) True 
 B)False

Question 8

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 9

Procedural switching costs involve money and emotional consequences.

Accepted Answer

A) True 
 B)False

Question 10

If the relationship with the brand is strong,accepting negative information diminishes the consumer's self-concept.

Accepted Answer

A) True 
 B)False

Question 11

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

Accepted Answer

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

Question 12

Which of the following types of switching costs refers to the emotional and psychological consequences of changing from one brand/retailer/service provider to another?

Accepted Answer

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

Question 13

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

Accepted Answer

A)  Confirmation 
B)  Positive attribution 
C)  Positive word-of-mouth 
D)  Negative disconfirmation 
E)  Switching 
A)  Confirmation 
B)  Positive attribution 
C)  Positive word-of-mouth 
D)  Negative disconfirmation 
E)  Switching

Question 14

John and Beth went to a restaurant for dinner.When the soup arrived,it was cold.John complained to the manager,but Beth did not.Describe how John is different from Beth in the context of consumer behavior.

Accepted Answer

Complaining behavior occurs when a consu

Question 15

Procedural 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) True 
 B)False

Question 16

Perceptions of justice are included within the _____ cognitions.

Accepted Answer

A)  spatial 
B)  numerical 
C)  equity 
D)  comparative 
E)  qualitative 
A)  spatial 
B)  numerical 
C)  equity 
D)  comparative 
E)  qualitative

Question 17

Disgust evokes a(n)_____ response.

Accepted Answer

A)  approach 
B)  freeze 
C)  avoidance 
D)  startle 
E)  fight 
A)  approach 
B)  freeze 
C)  avoidance 
D)  startle 
E)  fight

Question 18

Until 1984,American consumers had only one choice for telephone service-"Ma Bell." However,today consumers have many choices for "data" services.Consumers can choose AT&T,Verizon,CenturyLink or relay on Internet service providers like Skype.This increase in the number of service providers indicates an increase in _____.

Accepted Answer

A)  competitive intensity 
B)  consumer inertia 
C)  market associability 
D)  consumer disconfirmation 
E)  selective density 
A)  competitive intensity 
B)  consumer inertia 
C)  market associability 
D)  consumer disconfirmation 
E)  selective density

Question 19

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 told all her friends about the infection and warned them to never go to that salon.This is an example of _____.

Accepted Answer

A)  retaliatory revenge 
B)  customer inertia 
C)  selective inertia 
D)  rancorous revenge 
E)  negative word-of-mouth 
A)  retaliatory revenge 
B)  customer inertia 
C)  selective inertia 
D)  rancorous revenge 
E)  negative word-of-mouth

Question 20

Talbot's clothing store offers a program where customers get a reward of $10 for every $500 spent.As part of the program,the store keeps an account of the frequency of purchases as well amount spent on each purchase by all its customers.This is an example of a _____ program.

Accepted Answer

A)  commitment 
B)  loyalty 
C)  customer share 
D)  gift 
E)  consistency 
A)  commitment 
B)  loyalty 
C)  customer share 
D)  gift 
E)  consistency

A disgusted or hopeless consumer is more likely to complain than an angry consumer.

Which of the following types of switching costs involves lost time and effort?

The portion of resources allocated to one brand from among the set of competing brands is called _____.

In the social media world,the key is to respond quickly before negative news goes viral.

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

Explain critical incident in the context of consumer behavior.

Perceptions of justice are included within the equity cognitions.

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

Procedural switching costs involve money and emotional consequences.

If the relationship with the brand is strong,accepting negative information diminishes the consumer's self-concept.

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

Which of the following types of switching costs refers to the emotional and psychological consequences of changing from one brand/retailer/service provider to another?

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

John and Beth went to a restaurant for dinner.When the soup arrived,it was cold.John complained to the manager,but Beth did not.Describe how John is different from Beth in the context of consumer behavior.

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

Perceptions of justice are included within the _____ cognitions.

Disgust evokes a(n)_____ response.

Talbot's clothing store offers a program where customers get a reward of $10 for every $500 spent.As part of the program,the store keeps an account of the frequency of purchases as well amount spent on each purchase by all its customers.This is an example of a _____ program.

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

A disgusted or hopeless consumer is more likely to complain than an angry consumer.

Which of the following types of switching costs involves lost time and effort?

The portion of resources allocated to one brand from among the set of competing brands is called _____.

In the social media world,the key is to respond quickly before negative news goes viral.

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

Explain critical incident in the context of consumer behavior.

Perceptions of justice are included within the equity cognitions.

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

Procedural switching costs involve money and emotional consequences.

If the relationship with the brand is strong,accepting negative information diminishes the consumer's self-concept.

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

Which of the following types of switching costs refers to the emotional and psychological consequences of changing from one brand/retailer/service provider to another?

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

John and Beth went to a restaurant for dinner.When the soup arrived,it was cold.John complained to the manager,but Beth did not.Describe how John is different from Beth in the context of consumer behavior.

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

Perceptions of justice are included within the _____ cognitions.

Disgust evokes a(n)_____ response.

Talbot's clothing store offers a program where customers get a reward of $10 for every $500 spent.As part of the program,the store keeps an account of the frequency of purchases as well amount spent on each purchase by all its customers.This is an example of a _____ program.

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