CB CH.13

is the process managers use to manipulate the physical retail environment to create specific mood responses in shoppers. A. Servicescape B. Psychographics C. Atmospherics D. Environmentalism E. Landscaping

C

Which of the following are components of the physical environment? A. colors, aromas, music, and crowding B. normal and expanded usage C. utilitarian and hedonic product characteristics D. moods and momentary conditions E. internal and external influences

A

Which of the following is a negative emotion influenced by both the product (e.g., hearing aids, feminine hygiene products) and the situation? A. embarrassment B. shame C. fear D. anger E. disappointment

A

Clara was shopping with her friend, Jane, when they both went into a drug store. Clara needed to buy medication for hemorrhoids, but she was reluctant to do so in front of Jane. Which emotion was Clara probably experiencing in this situation? A. embarrassment B. shame C. fear D. anger E. disappointment

A

With respect to the typology of service environments, a bank would be categorized as _____. A. utilitarian B. personal C. hedonic D. tangible E. moderate

A

Atmosphere is referred to as _____ when describing a service business such as a hospital, bank, or restaurant. A. landscape B. servicescape C. ambiance D. environment E. servqual

B

Marcie will soon be 50 years old, so to pamper herself, she decided to get a massage. With respect to the typology of service environments, this type of service would be categorized as _____. A. utilitarian B. personal C. hedonic D. intangible E. moderate

C

Under conditions of crowding, consumers tend do to all of the following EXCEPT _____. A. buy less B. make faster decisions C.make more demands on the sales personnel D. be less satisfied E. all of the above

C

Which color(s) is(are) arousing? A. red B. yellow C. blue D. AandB E. A,B,andC

D

Mood is an example of a momentary condition reflecting a temporary state of being.

F

Physical surroundings represent the situational characteristic that has the greatest impact on consumption behavior.

F

Individuals tend to comply with group expectations, particularly when the behavior is visible.

T

Personal space and resulting crowding perceptions can vary from culture to culture.

T

Which type of industry has developed around the use of ambient scents? A. professional scenting B. environmentalfragrancing C. scentmotivation D. environmentalcreationism E. environmentalconstruction

B

Décor, sounds, aromas, lighting, weather, and configurations of merchandise or other materials surrounding the stimulus object are included in which situational characteristic? A. physical surroundings B. socialsurroundings C. temporal perspectives D. taskdefinition E. antecedent states

A

Melanie lives in a small city that does not have a lot of the interesting retail stores. She and her two best friends take a trip twice a year to places such as Atlanta, Dallas, and Chicago to go shopping. It's so exciting for them to go in some of the stores because they are so unique, and they have only seen them online or in catalogs. Also, several cities now have lifestyle centers or town centers that are reminiscent of downtown in bygone days. All of the factors such as décor, sounds, aromas, lighting, weather, and configurations of merchandise or other materials surrounding the merchandise that Melanie and her friends make a special trip to experience comprise which situation characteristic? A. physical surroundings B. social surroundings C. temporal perspectives D. task definition E. antecedent states

A

Which of the following reflects temporary states of being rather than temporary states of mind? A. moods B. momentaryconditions C. taskdefinition D. personalitytraits E. self-concept

B

Which of the following services would be classified as having an extended hedonic consumption purpose? bank cruise businessdinner exercise class theater

B

Carmen is double majoring in fashion merchandising and graphic design in college. When she graduates, she wants to design the physical environment of retail stores, particularly those in women's fashions. She wants to create environments that create specific mood responses in shoppers. Which field best describes what Carmen wants to do? A. architecture B. retailatmospherics C. art D. graphicdesign E. marketing

B

Stan was feeling very tired and hungry in the mid-afternoon, so he ate a Snickers candy bar. Stan is attempting to manage his _____. A. personalitytraits B. momentarycondition C. mood D. self-concept E. dailyritual

B

A closed-in feeling created by a crowded store will result in adaptive strategies that could _____. A. lengthen shopping time, shorten purchases, and increase the use of in-store information B.shorten shopping time, increase purchases, and decrease the use of in-store information C.reduce shopping time, reduce purchases, and alter the use of in-store information D. reduce shopping time, reduce purchases, and greatly increase the use of in-store information E. none of the above

C

Clark and his family normally live paycheck to paycheck. However, this month, they found themselves with a little extra money, so they decided to go out to a nice restaurant and to a movie. This is an example of the antecedent state of _____. A. positive mood B. goodluck C. momentaryconditions D. optimism E. hedonism

C

Mike is the owner of a restaurant that also has a bar. Based on research that studied the impact of background music on restaurant patrons, what can Mike expect if he uses slow music in his establishment? A. faster service time B. customers spend less time at a table C. larger amount of bar purchases D. significantly more (i.e., 50 percent or more) spent on food purchases E. greater number of customer groups leaving before seated

C

One aspect of purchasing from QVC, one of the cable shopping channels on television, is that the "offer" will expire within a certain amount of time, creating a sense of urgency among consumers. Teresa watches this channel frequently and admits that this aspect of the situation does influence her decision to buy something. Which characteristic of the situation is influencing Teresa and others' behavior? A. physicalsurroundings B. socialsurroundings C. temporalperspective D. taskdefinition E. antecedentstates

C

Sharon has to purchase a gift for her mother and only has this afternoon to do so because her birthday party is that evening. She's wondering how she will be able get to the mall in time to pick out the perfect gift. This is an illustration of which situation characteristic? A. physicalfeatures B. socialsurroundings C. temporalperspective D. taskdefinition E. antecedentstate

C

Which of the following is a situational characteristic? A. product B. package C. temporalperspective D. demographics E. socialclass

C

Which of the following statements is FALSE regarding crowding as a situational characteristic? A. Crowding generally produces negative outcomes for both the retail outlet and the consumer. B. Most consumers find crowded feelings to be unpleasant. C. Crowding is unpleasant regardless of a consumers' culture. D. Most consumers find feelings of crowding to be unpleasant and will spend less time in the store. E. Crowding causes most consumers to spend more money.

C

Which situational characteristic deals with the effect of time on consumer behavior? A. physicalsurroundings B. socialsurroundings C. temporalperspective D. taskdefinition E. antecedentstates

C

Crowding generally produces which outcome for the retail outlet and the consumer? A. generally positive outcomes for the retailer, but negative outcomes for the consumer B. generally negative outcomes for the consumer, but positive outcomes for the retailer C. generally positive outcomes for both D. generally negative outcomes for both E. none of the above

D

How does music influence consumer behavior? A.subliminally B. reduces consumers' perception of overcrowding C. changes temporal perspective D. influences mood E. changes cognitive structures

D

Many of you have probably heard of Banana Republic retail stores and perhaps have shopped there. Many of you may not know that the store used to look much different than it does today. It used to be more like an adventure, and the merchandise assortment was more appropriate for a safari. If you've ever seen an Indiana Jones movie, you can get a pretty good idea of what Banana Republic used to look like. The stores would have a jeep in the store, camouflage netting, and music from the 1940s playing. The inside had wooden beams and maps hung on the wall that looked like treasure maps. Much of the merchandise was accompanied by a sign that had a tale of some adventure associated with it. These physical features of the retail environment are referred to as the _____. A. storesituation B. retailambiance C. retailsurroundings D. storeatmosphere E. merchandisingmix

D

Shopping on the Internet provides which important time-related dimension(s)? A. It has the potential to reduce the amount of time required to make a specific purchase. B. It provides the consumer with almost total control over when the purchase is made. C. It eliminates the uneasiness of crowding experienced in many retail outlets. D. AandB E. A,B,andC

D

The sum of all the physical features of a retail environment is referred to as the _____. A. store situation B. retail ambiance C. retail surroundings D. store atmosphere E. merchandising mix

D

Which of the following are antecedent states? A. colors, aromas, music, and crowding B. normal and expanded usage C. utilitarian and hedonic D. moods and momentary conditions E. internal and external influences

D

A market research study asked consumers to rate themselves with respect to several adjectives, such as happy, cheerful, peaceful, sad, blue, and depressed. What is this research trying to assess? A. noncontextual effects B. traits C. temporal effects D. social surroundings E. mood

E

A store's atmosphere can influence which of the following? consumers'judgmentsofthequalityofthestore store'simage shoppers'moods shoppers' willingness to visit and linger alloftheabove

E

Transient feeling states that are generally not tied to a specific event or object are known as _____. A. noncontextualeffects B. traits C. temporaleffects D. socialsurroundings E. moods

E

Under conditions of crowding, consumers tend to _____. A. buyless B. make faster decisions C. use less information D. be less satisfied E. all of the above

E

Which of the following statements is TRUE regarding moods? A. Moods are relatively stable states that are tied to a specific event or object. B. Moods affect the consumption process, but they are not affected by the consumption process. C. Positive moods have not been shown to affect shopping behavior. D. Consumers do not actively try to manage their mood states. E. Ad and brand attitudes are often influenced in a mood-congruent manner.

E

The only aspect of music that influences consumer behavior is tempo.

F

The presence of close family members during the shopping occasion increases impulse buying more than close friends.

F