Chapter 13 Study Questions

When orange juice manufacturers attempted to expand the various times of day when consumers would see orange juice as an appropriate beverage to consume, they were trying to influence which situation?

usage

With respect to the typology of service environments, a bank would be categorized as _____.

utilitarian

The purchase decision and consumption process always occur in the context of _____.

a specific situation

Which of the following is NOT a key situational dimension or characteristic that influences consumer behavior?

alternative evaluation

Features of the individual person that are not lasting characteristics, such as momentary moods or conditions, are called _____.

antecedent states

_____ is the process managers use to manipulate the physical retail environment to create specific mood responses in shoppers.

atmospherics

Which of the following are components of the physical environment?

colors, aromas, music, and crowding

Which of the following is a situation in which consumer behavior occurs?

communication situation purchase situation disposition situation (all of the above)

The situation in which consumers receive information has an impact on their behavior and is referred to as the _____ situation.

communications

To understand a consumers behavior, we must know about the _____.

consumer situation stimulus object (all of the above except d)

Arm & Hammer baking soda has been very successful promoting other uses for this product. Advertisements provide several uses other than baking, such as removing odors from carpeting, the laundry, and kitty litter boxes. Finding more uses for a product is known as a(an) _____.

expanded usage situation

Decisions made by consumers regarding the _____ situation can create significant social problems as well as opportunities for marketers.

dispositions

How does music influence consumer behavior?

influences mood

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?

large amount of bar purchases

Which group needs to understand how situational influences affect consumers disposition decisions?

marketers government environmental organization (a,b,c not d)

Transient feeling states that are generally not tied to a specific event or object are

moods

Which of the following are antecedent states?

moods and monetary conditions

Décor, sounds, aromas, lighting, weather, and configurations of merchandise or other materials surrounding the stimulus object are included in which situational characteristic?

physical surroundings

A socially defined occasion that triggers a set of interrelated behaviors that occur in a structured format and that have symbolic meaning is referred to as a _____.

ritual situations

Atmosphere is referred to as _____ when describing a service business such as a hospital, bank, or restaurant

servicescape

The sum of all the physical features of a retail environment is referred to as the

store atmosphere

Which of the following is NOT an individual characteristic influencing consumer behavior?

task definition

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?

temporal perspective

Which of the following is a situational characteristic?

temporal perspective

John is a salesman and gave one of his customers an expensive watch. Which of the following is the most likely reason John gave this gift?

to elicit a return favor