Marketing 122 CH 5

____ is the effort put forth by employees in carefully managing their appearance as a requisite for performing their job well.

Aesthetic labor

Which of the following statements is true about high emotional intelligence (EI)?

Consumers with high EI exhibit better self-control.

_____ refers to relatively superior recall for information presented with mild affective content compared to similar information presented in an affectively neutral way.

Emotional effect on memory

_____ represents the extent to which a consumer shows outward behavioral signs and otherwise reacts obviously to moving experiences.

Emotional expressiveness

_____ is a self-report measure that asks respondents to rate feelings using semantic differential items.

Pleasure-arousal-dominance

_____ refers to emotions that become stored as part of the meaning for a category.

Schema-based affect

Which of the following drives consumers to acquire products that they can use to accomplish things?

Utilitarian motivation

Elaina has recently been promoted, and she is very happy with the way her professional life is shaping up. She wants to celebrate her joy by buying a new cell phone. She has been loyal to a particular brand of cell phones, but on an impulse, she decides to try out a newly launched brand. Elaina's decision is an example of _____.

a mood-congruent judgment

In the context of cognitive appraisal theory, an _____ reviews responsibility for events and can evoke consequential emotions like gratefulness, frustration, guilt, or sadness.

agency appraisal

In the context of measuring emotion, _____ is a situation wherein if one feels joyful, he or she cannot also experience sadness.

bipolar

In the context of measuring emotion, autonomic emotion measures:

can monitor facial reactions.

The term _____ refers to the general feelings a consumer has about a particular product or activity expressed as tone or liking.

consumer affect

Regulatory focus theory puts forward the notion that:

consumers orient their behavior either through a prevention or promotion focus.

Jennifer works at Hazel Hotel Inc. as a client executive. Her job requires her to remain calm and mask her emotions while interacting with clients in order to appear pleasant in her demeanor. In the given scenario, Jennifer's job stresses on _____.

emotional labor

In the context of cognitive appraisals, an _____ considers how fair some event is and can evoke emotions like warmth or anger.

equity appraisal

In the context of consumer involvement, a(n) _____ is a variable that alters the nature of the relationship between two other variable components.

moderating variable

Mario, a freshman in college, is particularly fond of burritos. When he was young, his mother used to prepare them on special occasions. Whenever he eats them now, he is reminded of his mother. This is an example of _____.

mood-congruent recall

When consumers are highly involved, there is a greater chance:

of achieving relatively high value.

According to Maslow's hierarchy of needs theory, the most basic needs are the:

physiological needs.

The _____ allows respondents to self-report the extent to which they feel one of the 20 emotional adjectives.

positive-affect-negative-affect scale

Marissa's kitchen sink gets clogged very frequently. She asks her friends for suggestions to solve the problem. Her friends suggest an expensive but long-term solution—a garbage disposal unit that can be installed under the sink. She then starts to do an online research to learn more about the different types of disposal units. Marissa's interest in the disposal unit is an example of _____.

situational involvement

Emotions create _____, meaning that certain feeling states coincide with certain behaviors in a very direct way.

visceral responses