MKT Consumer Behavior Ch 10

The psychological dimension of time or how it is experienced is an important factor in what mathematical study? A) polychronic activity B) queuing or queuing theory C) temporal tasking D) physical metrics

B) queuing or queuing theory

*T/F* A typical antecedent state is product disposal.

FALSE

In general, people from which of the following cultures have typically been shown to wait the most patiently while standing in a long line? A) Asian B) French C) American D) Italian

A) Asian

George wants to increase impulse purchases in his store. Which of the following promotional strategies would be most effective for George to use? A) He should place point-of-purchase displays close to the items that he wants to market. B) He should buy more advertising space in local newspapers. C) He should hire a new salesperson. D) He should post testimonials about the quality of his products in highly traveled locations.

A) He should place point-of-purchase displays close to the items that he wants to market

Others who are present in a consumer's physical and social environment when purchases are made are called ________. A) co-consumers B) by-standers C) purchase competitors D) challengers

A) co-consumers

According to the ________, a product that is promoted as being better than it really is will create problems with customers even if its innate quality is already high. A) expectancy disconfirmation model B) total quality management model C) incidental similarity theory D) queuing theory

A) expectancy disconfirmation model

Which of the following is considered a limitation of e-commerce? A) expensive to order and then return B) lack of real-time pricing C) lack of reasonable delivery times D) higher prices than in-store prices

A) expensive to order and then return

According to the text, shopping is an activity that can be performed for either utilitarian or ________ reasons. A) hedonic B) tangible C) functional D) moral

A) hedonic

Most Americans will state that they are always rushed for time even though many people have opportunities for leisure. This perception is referred to as ________. A) time poverty B) the leisure paradox C) psychological time D) circular time

A) time poverty

A typical antecedent state that a consumer might experience as he or she approaches the purchase environment is ________. A) time pressure B) sales interactions C) product disposal D) point-of-purchase stimuli

A) time pressure

Samuel is on his weekly trip through the grocery store. When he sees a jar of cinnamon in the spice aisle, he remembers that he is out of cinnamon. Cinnamon is not on his grocery list. Samuel has just experienced which of the following buying situations? A) unplanned buying B) impulse buying C) demand-enhanced buying D) planned buying

A) unplanned buying

Simtec believes in supplying the highest quality in engineering equipment and controls. To make sure that its products fit the needs of its consumers, the company sends researchers into the field to examine consumer needs and to see exactly how consumers use equipment to solve problems. The company then follows up with phone calls and emails to provide clients with information about what has been seen on the job site. With respect to TQM, Simtec is following a practice called ________. A) "going to the mat" B) "going to the gemba" C) "going to the garden" D) "saving face"

B) "going to the gemba"

________ is the conscious designing of retail space and its various dimensions to evoke certain effects in buyers. A) Pretailing B) Atmospherics C) Market-landscaping D) Store image

B) Atmospherics

Julie Morgan loves to go into Springer's Old Country Gifts. It always smells like a field of spring flowers. The lighting gives all the products a warm glow, and the mood music is just perfect for casual browsing. After her visit to the store, Julie is always in a better mood. Springer's Old Country Gifts has attracted Julie with its ________. A) store position B) atmospherics C) subliminal cues D) marketscape theme

B) atmospherics

A store environment that has been made to resemble a living room where customers can relax, hang out with friends, or even learn is referred to as a(n) ________. A) marketscape B) being space C) mindscape D) activity space

B) being space

One of the most important in-store factors is the salesperson. This influence can be understood in terms of ________ theory, which stresses that each participant gives something to the other and hopes to receive something in return. A) gestalt B) exchange C) gemba D) satisfaction/dissatisfaction

B) exchange

A ________ orientation dimension distinguishes between people who prefer to do one thing at a time and those who have multitasking timestyles. A) social B) polychronic C) planning D) temporal

B) polychronic

When Maria began work again after having a child, she was surprised at how much more she had to do. Before she had her child, she only had to take care of her husband and herself—now she has a baby! She just never seems to have enough time to please everyone and get her work done. Which of the following terms is most closely associated with Maria's dilemma? A) social pressure B) time poverty C) expectancy disconfirmation model D) incidental similarity

B) time poverty

Which of the following is the best example of a utilitarian shopping motive? A) A consumer shops to "hang-out" with friends at a local mall. B) A consumer shops because he loves the thrill of finding a bargain. C) A consumer shops to efficiently purchase groceries for the week. D) A consumer shops because she enjoys attention from salespeople.

C) A consumer shops to efficiently purchase groceries for the week.

A study was conducted in different countries measuring how fast people walk and how long it takes postal workers to sell a stamp. Based on this research, the fastest country in the world was found to be ________. A) Mexico B) Germany C) Switzerland D) Syria

C) Switzerland

Wynona was impulsive. Her friends accused her of being calculating, but she thought of herself as simply an analytical thinker. She wanted what she wanted and tomorrow could take care of itself. Researchers would classify her as being a hedonic variety-seeker. Which of the following time metaphors would best capture Wynona's perspective of time? A) Time is a pressure cooker. B) Time is a map. C) Time is a feast. D) Time is a mirror.

C) Time is a feast.

A study found that women who engage in extensive information search and comparison shopping were most likely to select which of the following metaphors to express their perspective of time? A) Time is a pressure cooker. B) Time is a river. C) Time is a map. D) Time is a feast.

C) Time is a map.

In a(n) ________, consumers participate in the production of the products or services they buy. A) pop-up store B) minipreneur shop C) activity store D) sharing site

C) activity store

Jason loves to go to Borders Bookstore in the evening. In addition to looking at books, he is able to meet interesting people in the store's coffeehouse, where local artists perform soft jazz. Because the other consumers in Borders might affect Jason's purchases, we call them ________. A) shopping partners B) peers C) co-consumers D) clients

C) co-consumers

Which of the following is an unpleasant psychological state? A) density B) arousal C) crowding D) expectancy

C) crowding

Mary Jo has been on a roll. She made straight "A's" in school, was elected to the Student Senate, found a new boyfriend, and discovered that she will be getting a new car in about two weeks. Based on information found in the text, these positive occurrences will have an impact on Mary Jo; therefore, when Mary Jo reads and processes ads in her favorite magazines, she will process the ads with ________. A) more careful scrutiny B) less interest C) less elaboration D) greater concentration on price

C) less elaboration

The perception of time is different in different cultures. It would likely be most accepted for employees to be paid by the hour in a culture with which of the following perceptions of time? A) circular time B) procedural time C) linear time D) occasion time

C) linear time

The aim of total quality management is to ________ and increase quality. A) reduce dissatisfaction B) simplify disposal C) reduce errors D) promote recycling

C) reduce errors

Identify the three possible courses of action a consumer who is dissatisfied with a product or service can take. Explain why it is important for a marketer to address consumers' complaints.

Consumers have three possible options for making their dissatisfaction with a product or service known: *Voice response*—the customer can appeal directly to the retailer to solve the problem (for example, a refund). *Private response*—the customer can express dissatisfaction to friends and boycott the product or store where it was purchased. *Third-party response*—the customer can take legal action against the merchant, register a complaint with the Better Business Bureau, post a negative review on a Web site, or write a letter to the newspaper. Marketers should quickly address consumers' complaints in order to return customers back to a state of satisfaction. Customers who receive no response to a complaint are likely to feel even worse about the product or service than they had before. On the other hand, customers who feel the problem has been resolved are likely to feel even better about the product or service than before the dissatisfaction occurred. Perhaps most important to marketers, dissatisfied customers are more likely to spread the word about unresolved negative experiences to their friends than they are to boast about positive experiences.

Which of the following cultures is likely to see time as cyclic? A) American B) German C) Swiss D) Hispanic

D) Hispanic

A coupon-dispensing machine in a grocery aisle and an employee handing out free samples of a new product are both examples of ________. A) pretailing B) retail theming C) shopping orientations D) POP stimuli

D) POP stimuli

The day reconstruction method requires a respondent to ________. A) dispose of any unused product during a specified period of time B) keep a record of everything he or she recycled C) try to remember what he or she did a month ago on the same day of the week D) keep a diary of everything he or she did during the day

D) keep a diary of everything he or she did during the day

If Bob's Plumbing inflates the time it will take for a plumber to visit, then has the plumber arrive a day earlier, the customer will be suitably impressed. This is a technique that emphasizes the use of ________. A) over inflating B) under managing C) bad estimation D) managing expectations

D) managing expectations

A hotel chain installed mirrors near the elevator banks after receiving many complaints from guests about how long they had to wait for an elevator to arrive. The hotel was trying to ________. A) convert the elevator area to a being space B) avoid the effects of queuing theory C) reduce procedural time D) minimize psychological waiting time

D) minimize psychological waiting time

*T/F* A typical utilitarian shopping motive is interpersonal attraction.

FALSE

*T/F* Offering an important guest food that was prepared quickly would be more of an insult in cultures with a fast timestyle than in cultures with slower timestyles.

FALSE

*T/F* When a retail customer senses a sudden urge that simply can't be ignored, the customer is experiencing unplanned buying.

FALSE The customer is experiencing impulse buying

There are pros and cons associated with using e-commerce as a business model. What are the limitations of e-commerce for consumers?

Limitations of using e-commerce for consumers include: a. lack of security b. fraud c. can't touch items d. exact colors may not reproduce on computer monitors e. expensive to order and then return f. potential breakdown of human relationships

Shopping is an activity that can be performed for either utilitarian or hedonic motives. Describe hedonic shopping motives.

People often shop even though they do not necessarily intend to buy anything. Shopping is a way to acquire needed products and services, but social motives are also important. Hedonic shopping motives can include: *a.* Social experiences—shopping centers such as department stores or shopping malls can function as community gathering places. Many people, especially in suburban or rural areas, may have no other place to go to spend their leisure time. *b.* Sharing common interests—stores with specialized goods bring together people with shared interests and facilitate communication between them. *c.* Interpersonal attraction—malls provide natural "meeting places" with a variety of stimuli—a hangout for teenagers. The mall represents relative safety, comfort, and convenience for groups such as the elderly. *d.* Instant status—sales personnel provide customers with a sense of importance by waiting on them. *e.* Shopping as sport, the "thrill of the chase"—many shoppers view the marketplace as a kind of game or sport, enjoying listening to sales pitches and haggling over prices.

*T/F* A point-of-purchase stimuli is part of the purchase environment.

TRUE

*T/F* A pop-up store is purposefully designed to come and go very rapidly.

TRUE

*T/F* A temporal factor is one that reflects sense of time.

TRUE

*T/F* A typical hedonic shopping motive is to experience the sharing of common interests.

TRUE

*T/F* As every salesperson knows, some people savor the experience of being waited on, even though they may not necessarily buy anything. The hedonic shopping motive associated with this scenario is that of instant status.

TRUE

*T/F* It would be difficult to sell consumers life insurance if their notion of time is cyclic.

TRUE

*T/F* Most customers who experience an environment that is both pleasant and arousing will interpret it as an exciting environment.

TRUE

List each of the five antecedent states identified in the chapter. Next, indicate the three purchase environment activities that match the five antecedent states

The chapter identifies five antecedent states: 1. situational factors 2. usage contexts 3. time pressure 4. mood, and 5. shopping orientation. These antecedent states relate to three purchase environment activities—the shopping experience, point-of-purchase stimuli, and sales interactions.

What two basic dimensions determine if a shopper will react positively or negatively to a consumption environment? What factors can affect a consumer's moods in the shopping environment that are a) under the control of the marketer and b) not under the control of the marketer?

The two dimensions are pleasure and arousal. Factors that can affect a consumer's moods that are under the control of the marketer are store design, music, television programming, and other factors specific to the consumer. Factors that are not under the control of the marketer are the weather, current events, or personal occurrences in the consumer's life.

Identify and describe the various temporal factors that might affect a consumer and his or her buying process.

Time is one of consumers' most precious resources. Consumers have two broad areas that are of concern. First is economic time. Time can be considered an economic variable; it is a resource that must be divided among activities. Consumers try to maximize satisfaction by allocating time to the appropriate combination of tasks. An individual's priorities determine his or her timestyle. Many consumers today have time poverty. Second, the psychological dimension of time is an important factor in queuing theory (the mathematical study of waiting lines). A consumer's experience of waiting can radically alter his or her perceptions of service quality.

The Japanese believe that successful total quality management can be achieved by going to the one true source of information called the ________. A) sigma B) gemba C) ISO D) gestalt

B) gemba

Steven has an urge to buy a Dove ice cream bar when he enters the neighborhood convenience store. What would be the best term to describe Steven's buying situation? A) unplanned buying B) impulse buying C) demand-enhanced buying D) planned buying

B) impulse buying

Tara was shopping for a new pair of shoes for work. The salesperson was very helpful and friendly, bringing Tara some styles she hadn't thought to try on but that she ended up really liking. Noticing Tara's University of Wisconsin tee-shirt, the salesperson said that she was a student there. After talking, they discovered that they had lived in the same dormitory, just a few years apart. Tara ended up buying three pairs of shoes rather than the one pair she had planned on. Tara's experience shows the effect of ________. A) queuing theory B) incidental similarity C) the expectancy disconfirmation model D) retail theming

B) incidental similarity

Jack works for the state government. The state is concerned because the receipts from sales taxes are much lower than the projections, even though the projections of population, salaries, and unemployment have been right on target. Jack does a detailed study and finds that much of the underestimation of sales tax revenue is most likely due to ________. A) a general decrease in prices B) increased lateral cycling in an underground economy C) increased product disposal rates D) increased product quality

B) increased lateral cycling in an underground economy

Which of the following is considered a postpurchase process? A) the shopping experience B) mood C) consumer satisfaction D) shopping orientation

C) consumer satisfaction

A ________ includes a buyer, a seller, a product or service and other factors, such as how the physical environment makes one feel. A) postpurchase process B) purchase process C) consumption situation D) psychological situation

C) consumption situation

The steps that consumers practice to gradually distance themselves from things they treasure so that they can sell, recycle, or dispose of them are called ________. A) recycling instincts B) tangential cycles C) divestment rituals D) lateral cycles

C) divestment rituals

People who live off others' discards to make a political statement against corporations and consumerism are called ________. A) lateral cyclists B) freecyclers C) freegans D) divesters

C) freegans

Which dimension of psychological time includes the categorization of "time for me"? A) temporal orientation dimension B) planning orientation dimension C) social dimension D) polychronic dimension

C) social dimension

Jason remembers that the last time he bought a store brand trashcan, it fell apart in about two months. Without even looking at the store brand on this shopping trip, Jason buys a national brand for a little more cash. Which of the following models most accurately reflects Jason's behavior? A) the cognitive recognition model B) the quality versus value model C) the expectancy disconfirmation model D) the product rejection model

C) the expectancy disconfirmation model

Sergio thought he was cheated by the owners of a small business from which he bought part of his retail supplies. He wrote a warning on the Internet and posted it on every consumer advocate site that would accept it. Sergio is taking what course of action with his discontent? A) voice response B) private response C) third-party response D) fourth-party response

C) third-party response

In-store shopping has become extremely important in today's highly competitive retail environment. It has been estimated that about ________ of supermarket purchases are decided in the aisles as consumers shop. A) one-quarter B) one-half C) two-thirds D) four-fifths

C) two-thirds

Innovative merchants have turned to retail theming to provide new ways to stimulate and encourage consumers during their shopping experience. A retailer that uses a simulated outdoor environment (such as a fishing pond with real fish) to attract outdoor enthusiasts to the retail store is using a ________ theme. A) marketscape B) cyberspace C) mindscape D) landscape

D) landscape

During ________, one consumer exchanges something she owns with someone else for something the other person owns. A) freegan sharing B) divestment C) disposal casting D) lateral cycling

D) lateral cycling

Two dimensions of emotional states determine if a shopper will react positively or negatively to a consumption environment. These two dimensions are best described as being ________. A) pleasure and pain B) avoidance and satisfaction C) avoidance and arousal D) pleasure and arousal

D) pleasure and arousal

According to the consumer behavior model presented in the text, the ________ includes the shopping experience, point-of-purchase stimuli, and sales interactions. A) antecedent state B) postpurchase process C) cognitive process D) purchase environment

D) purchase environment

Which of the following best identifies what consumers primarily look for in products? A) color and style B) price and warranty C) quality and warranty D) quality and value

D) quality and value

Stephanie loves flea markets and garage sales. She spends most of her Saturday mornings going from one to another. About once a month, she holds her own garage sale just to get rid of some of the items she purchased during the month. Stephanie is actively engaged in ________. A) the freegan lifestyle B) divestment cycling C) freecycling D) the underground economy

D) the underground economy

*T/F* A good metaphor for women whose timestyles are spontaneous in their planning orientation and have a present focus is "Time is a mirror."

FALSE

*T/F* A retailer using a marketscape theme gives consumers the opportunity to enter into a world of fantasy (such as one where the person becomes a virtual hunter, race car driver, or fashion model) as they shop.

FALSE

*T/F* Consumers' physical and social environments have little to do with the motives consumers have for product usage.

FALSE

*T/F* Customers are more likely to buy an inferior product now rather than wait for a better one if their culture thinks of time as linear rather than circular.

FALSE

*T/F* Griff is opening a new high-end restaurant and has invited some of the city's most elite and powerful people to opening night. Griff's attempt to create an association between his restaurant and these power players is likely to fail based upon what research has shown about co-consumers.

FALSE

*T/F* If a retailer has decided to use a marketscape theme for its retail operations, the retailer's store images will be built on information and communications technology features.

FALSE

*T/F* In Las Vegas, properties have assumed themes that range from modern New York to ancient Egypt. This attempt at retail theming stresses the importance of the postpurchase process.

FALSE

*T/F* One benefit of e-commerce is that consumers can find products and services for which they will be able to get greater price information.

TRUE

*T/F* Putting more and more people into the same marketing space will increase arousal in customers. This can be seen as either positive or negative, depending upon each customer's interpretation of this arousal.

TRUE

*T/F* Satisfaction or dissatisfaction is more than a reaction to how well a product or service performs.

TRUE

*T/F* The "thrill of the hunt" is a hedonic shopping motive.

TRUE

*T/F* The buyer-seller interaction can be classified as a dyadic encounter.

TRUE

*T/F* The fact that some customers will pay three to four times as much as others to fly first class, even though the plane arrives at the same time for every passenger, demonstrates the importance of both the social and physical surroundings in the marketplace.

TRUE

*T/F* Time poverty seems to be more a problem of perception than of fact.

TRUE

*T/F* When products basically live up to our expectations, we don't think too much about the product one way or the other; we just use the product. A model that addresses this situation is the expectancy disconfirmation model.

TRUE

Time is viewed differently around the world. List and briefly describe three views of time that might be seen in different cultures.

Three views of time are: *a. Linear separable time*—Events proceed in an orderly sequence and different times are well defined ("There's a time and a place for everything.") There is a clear sense of past, present, and future. *b. Procedural time*—The clock is ignored completely—people simply decide to do something "when the time is right." An extension of this is "event time." Something happens when something else happens (such as when the cows come back from grazing). *c. Circular or cyclic time*—People are governed by natural cycles such as the seasons. This perspective is found in many Hispanic cultures. To these consumers, the notion of future does not make much sense because that time will be much like the present.