MAR4503 FIU CH.18 PRACTICE QUIZ

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 satisfaction. dissatisfaction. nonsatisfaction. elation. anger.

nonsatisfaction.

Which of the following is not a possible outcome once a consumer is satisfied? committed customer discontinued use repeat purchases increased use All of these choicesare possible outcomes.

All of these choicesare possible outcomes.

Dawn and her two daughters went to see Pride & Prejudice at the movie theater. They all loved the movie and came out saying "we're so glad she married Mr. Darcy!" This movie provided them with affective performance. direct performance. instrumental performance. symbolic performance. consummatory performance.

affective performance

Carl and his family purchased a new home, and the builder left half empty paint cans in the garage. Carl doesn't know what to do with them because he cannot put them out in the regular trash. Carl is concerned with which of the following with regard to the paint? purchase use disposition consumption product nonuse

disposition

A brand whose perceived performance falls below expectations generally produces satisfaction. dissatisfaction. nonsatisfaction. elation. fear.

dissatisfaction.

Savannah works at the front desk at a Marriott Hotel. If a guest has a complaint, she is empowered to make amends up to a certain amount without her supervisor's approval. Savannah is known as a decision maker. key employee. consumer-level employee. frontline employee. primary employee.

frontline employee.

Which of the following is not a source of increased customer profitability over time? increased sales volume lower costs referrals increased churn price premium

increased churn

Failure on a given product or service characteristic often has a stronger effect on consumers than success on that same characteristic. This is known as technology bias. service design flaw. customer failure. negativity bias. financial failure.

negativity bias.

Connie just purchased her first new car, and she's actually feeling a little bad about it. She's concerned about how much money she spent and how long she will be making car payments. She's not sure she made the right choice, either. She liked another car a little better, but ended up purchasing another model. Connie is experiencing postpurchase worry. postpurchase guilt. postpurchase dissonance. postpurchase shame. postpurchase fear.

postpurchase dissonance.

Doubt or anxiety regarding a purchase a consumer has made is known as postpurchase worry. postpurchase guilt. postpurchase dissonance. postpurchase shame. postpurchase fear.

postpurchase dissonance.

Why must manufacturers design products with both the primary purpose and other potential uses in mind? consumers demand it competition requires it to be able to promote secondary uses stringent product liability laws to save on research and development costs

stringent product liability laws

Monique is buying a new coat for the winter. While she is concerned with how well the coat will keep her warm, she is also concerned with how stylish it will make her look. Her concern for stylishness represents which dimension of product performance? affective direct instrumental symbolic consummatory

symbolic

The external ice cube chute on Cade's refrigerator door was not working properly. She could hear the ice falling into the chute, but nothing would come out. She looked inside and realized there was a solid block of ice clogging the chute, and she couldn't get it loose. Cade decided to use a hair dryer to melt the ice, and it worked. Cade's using a hair dryer in a new way represents counterfactual thinking. prefactual thinking. use innovativeness. usage expansion. extended use thinking.

use innovativeness.