Chapter 18

Joyce will only drink Pepsi, and she feels an emotional attachment to it. That is the brand she was brought up on and is the one she continues to drink every day. Joyce is exhibiting _____.

Brand loyalty

Which of the following is FALSE regarding committed customers?

They are less likely to forgive an occasional product or service failure.

Many customer loyalty programs are designed to generate repeat purchases rather than committed customers.

True

Nominal and most limited decision making will not produce postpurchase dissonance.

True

sometimes consumers purchases products and do not use them.

True

Using WD-40 as an additive to fish bait is an example of _______.

Use innovativeness

Using a product in a new way is referred to as _____.

use innovativeness

Factors such as information quality, navigation, price, merchandise availability, purchase process, and order tracking are part of which dimension in online satisfaction and dissatisfaction?

website design and interaction

Which dimension of product performance relates to the physical functioning of the product?

Instrumental

Disposition of the product or the product's container may occur before, during, or after product use.

True

Which of the following is a source of increased customer profitability over time?

All of the above

The probability of a consumer experiencing postpurchase dissonance, as well as the magnitude of such dissonance, is a function of which of the following?

All of the above

Which of the following factors is the MOST likely reason consumers change providers of a service?

Core service failure

Hailey purchased furniture for her living room and spent quite a bit of money. After she purchased it, she started regretting that she spent so much and she wasn't sure she liked the furniture. To make herself feel better, she told herself that the other furniture she was considering really wasn't that good and probably would not last as long as the furniture she ended up purchasing. Which of the following is Hailey using to reduce her postpurchase dissonance?

Decreasing the desirability of rejected alternatives.

Repeat purchasers continue to buy the same brand because of their emotional attachment to it.

False

Which of the following is NOT an action a consumer may utilize to reduce dissonance?

Increase the importance of alternatives that were not considered in the purchase initially.

Which dimension of product performance relates to aesthetic or image-enhancement performance?

Instrumental

What are the two dimensions to performance for products?

instrumental and symbolic

Kristen purchased a chair and ottoman from a national chain furniture store. After only six months, the fabric started to fade and tear in some spots. While she didn't spend much money on this chair, she did expect it to last longer than that. Kristen most likely experienced _____.

non-satisfaction

Rod wasn't expecting much from the painters that came to his house. True to form, they did not do a good job and confirmed his low-performance expectations. Rod is most likely experiencing _____.

non-satisfaction