mkt 3323 ch. 7, 12-14, 18 quizzes

A brand whose perceived performance falls below expectations generally produces

dissatisfaction

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

expanded usage situation

Two or more individuals who share a set of norms, values, or beliefs and have certain implicitly or explicitly defined relationships to one another such that their behaviors are interdependent is known as a(n)

group

Which of the following are individual characteristics influencing consumer behavior?

- motivation - attitudes - social class - culture

Which of the following are types of consumer decision making discussed in your text?

- nominal decision making - extended decision making - limited decision making

Which of the following is a way that gifts communicate symbolic meaning?

- price can be known & interpreted as a measure of esteem for the receiver - image and functionality implies impression of receiver's personality - image and thoughtfulness of giver - signify the type of relationship they have or desire to have

Which of the following is an alternative once a consumer has decided to get rid of a product?

- sell it - give it away - loan it to someone - throw it away

Consumer-to-consumer solutions to "problems they never knew they had" have accelerated due to the rise of

- social media like pinterest - crowd sourcing like kickstarter - peer innovation like quirky

Which of the following are key situational dimensions or characteristics that influences consumer behavior?

- temporal perspectives - task definition - social surroundings - physical surroundings

Which of the following is a factor determining a reference group's influence on a consumer?

- whether or not the product is a necessity - whether the use of the product or brand is visible to the group - the degree of commitment the individual feels to a group - the individual's confidence in the purchase situation

Which of the following statements is true regarding moods?

Ad and brand attitudes are often influenced in a mood-congruent manner.

What is true regarding word-of-mouth (WOM) communications?

Consumers generally trust the opinions of persons more than marketing communications because personal sources have no reason to not express their true opinions and feelings.

A __________ is a gathering of owners and others for the purposes of interacting with one another in the context of learning about and using the brand.

brand fest

The Martins' home has potentially unsafe levels of radon, but they have no idea because it is odorless and they have not been feeling any ill effects from it. In fact, several homes have this problem and the owners are not aware of it, and they may never become aware of it unless testing is done. What type of consumer problem is this?

inactive

Amber tends to be individualistic and prefers to do things her own way. She lives on her own and decides for herself what she wants to do or how to do things. Which type of self-concept describes Amber?

independent self-concept

James is giving his cousin, Conor, a new video game for his birthday. Which of the following is the most likely reason James is giving this gift?

it is a ritualized consumption experience

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?

larger amount of bar purchases

Self-image congruity really doesn't matter much to Sam, particularly because he doesn't usually consider the opinions of others or their feelings when he acts. Sam would be described as a(n)

low self-monitor

The level of concern for, or interest in, the purchase process triggered by the need to consider a particular purchase is known as

purchase involvement

Which problem recognition involves a discrepancy that only one brand can solve?

selective problem recognition

The totality of the individual's thoughts and feelings having reference to himself or herself as an object is known as

self-concept

Action-oriented consumers that strive to express their individuality through their choices and purchase experiences are driven by which primary motivation?

self-expression motivation

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

store atmosphere

Why must manufacturers design products with both the primary purpose and other potential uses in mind?

stringent product liability laws

Effective quality control and distribution and package inserts that assure the consumer of the wisdom of their purchase are attempts at

suppressing problem recognition

Sandy uses online banking, and her bank charges her $4.99 per month. However, she has seen ads for a competing bank offering free online banking services. She'd like to switch, but she realized that it might be difficult to do since she has several of her bill payments set up as automatic debits. The cost of changing to another bank represents Sandy's

switching costs

When orange juice 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

Using a product in a new way is referred to as

use innovativeness

Normative influence is sometimes referred to as __________ influence.

utilitarian

James likes to eat a strawberry Pop-Tart for breakfast before school. After about two weeks of this, he starts to get bored with that and switches to waffles. James is displaying which type of behavior?

variety-seeking

Which of the following is an online "pass-it-along" strategy?

viral marketing

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 of the following nonmarketing factors affect consumers' desired state?

- culture - household characteristics - financial status/expectations - reference group

Which of the following statements are true regarding consumer decisions and the consumer decision process?

- decision process model = insight on all types - decision process --> evolve and more complex w/ multiple goals - consumer decisions = result of one problem - some consumer decisions = convergence of several problems

Which of the following are primary motivations on which the VALS typology is based?

- ideals motivation - achievement motivation - self-expression motivation

A consumer's decision of whether or not to take action when he or she is dissatisfied is a function of which of the following?

- importance of purchase for consumer - ease of taking action - existing level of overall satisfaction - characteristics of consumer involved

an adopter category?

- innovators - early adopters - late majority - early majority

Janice is a 48-year-old married woman who uses technology as a major source of information and shopping. She has a DVD drive on her computer and enjoys satellite radio, but would do more if she could afford it. To which technology segment does Janice belong?

apprentices

Companies like Samsung can be fined for buying positive online reviews of themselves and negative reviews of their competitors. This practice of buying "fake" reviews is known as

astroturfing

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

atmospherics

Rebecca is a single woman in her 40s. She sold her Honda Civic and bought an Acura RLX, which is considerably more expensive. She was going to her brother's house with her mother, and she asked her mother to drive in her car instead of Rebecca's new one. She didn't want her brother to see that she had purchased an expensive car for herself. Rebecca was experiencing

consumption guilt

Which of the following is an approach to problem identification?

- activity and product analysis - human factors research - problem analysis - emotion research

Which of the following is typically included in a psychographic or lifestyle study?

- attitudes - values - activities and interests - demographics

guiding principles for marketing to online communities and social networks?

- become part of the community - become part of the community and transparency - take advantage of the unique capabilities of each venue - transparency

Which of the following are possible outcomes once a consumer is satisfied?

- committed customer - discontinued use - repeat purchases - increased use

Consumers driven by which primary motivation strive for a clear social position, are strongly influenced by the actions, approval, and opinions of others, and tend to purchase status symbols?

achievement motivation

Expenses associated with advertising, establishing a new account, and mailing catalogs are examples of

acquisition costs

Which type of consumer problem is one the consumer is aware of or will become aware of in the normal course of events?

active

Which approach to problem identification focuses on a particular activity such as lawn maintenance?

activity analysis

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

Which type of sale occurs when one consumer sells a product directly to another with or without the assistance of a commercial intermediary?

consumer-to-consumer sale

Candace is on a diet and wants to lose 10 pounds. She wants to be thin right now, which represents her

desired state

The manner in which innovations spread throughout a market is referred to as the

diffusion process

Bob is somewhat of a loner in high school. He really despises the school "jocks" that seem to be involved in every sport. He doesn't want anything to do with them or be like them in any way. To Bob, the group of students who represent the school athletes is a(n)

dissociative reference group

Which problem recognition involves a discrepancy that a variety of brands within a product category can reduce?

generic problem recognition

Before doing most things, Erin considers what others will think of her actions and how her behavior will affect them. Others' opinions and feelings really matter to her, more so than most people she knows. Erin is an example of a(n)

high self-monitor

What is the most common approach to discovering consumer problems?

intuition

Leonard is a hardworking individual who works for himself and can do just about any construction or carpentry job around. He builds cabinets primarily, but he has also done masonry work. His idea of fun is fixing his truck, and several of his friends and family have him work on their cars as well. He is unimpressed by material possessions other than those with a practical or functional purpose. To which VALS segment does Leonard belong?

makers

Clark and his family normally live paycheck to paycheck. However, this month, they found themselves with a little extra money, so they decided to go out to a nice restaurant and to a movie. This is an example of the antecedent state of

momentary conditions

A market research study asked consumers to rate themselves with respect to several adjectives, such as happy, cheerful, peaceful, sad, blue, and depressed. What is this research trying to assess?

mood

Melanie lives in a small city that does not have a lot of the interesting retail stores. She and her two best friends take a trip twice a year to places such as Atlanta, Dallas, and Chicago to go shopping. It's so exciting for them to go in some of the stores because they are so unique, and they have only seen them online or in catalogs. Also, several cities now have lifestyle centers or town centers that are reminiscent of downtown in bygone days. All of the factors such as décor, sounds, aromas, lighting, weather, and configurations of merchandise or other materials surrounding the merchandise that Melanie and her friends make a special trip to experience comprise which situation characteristic?

physical surroundings

Which approach to problem recognition examines the purchase or use of a particular product or brand?

product analysis

Marketing efforts focused on a firm's current customers are generally termed

relationship marketing

When perceptions of product performance match expectations that are at or above the minimum performance level, __________ generally results.

satisfaction

Radian6 is a leader in the field of

social media measurement and consumer problem discovery.

Richard is reassessing his life and asking himself, "How am I seen by others?" He is also asking himself, "How would I like to be seen by others?" Richard is seeking his

social self-concept

The reason the consumption activity is occurring is the situation characteristic of

task definition

Whether or not a new idea, practice, or product is an innovation is determined by

the perception of the potential market

Which of the following is a major PRIZM social group?

urban

Even if a dissatisfied consumer takes no external action, which of the following is likely?

will have a less favorable attitude toward the store or brand

The extent to which an individual includes important brands as part of their self-concepts is known as (the)

brand engagement

The Mini Getaway Tour, in which owners of Mini Coopers gather for the purposes of interacting with one another in the context of learning about and using their Mini Coopers, are examples of a

brand fest

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

- communications situation - purchase situation - usage situation - disposition situation

A new Mintel study suggests there are groups of cooks with similar values and cooking lifestyles. What are the segments?

- unenthusiastic cooks - noncooks - cooking enthusiasts - non-cooks and cooking enthusiasts

Online shopping provides which important time-related dimension?

It has the potential to reduce the amount of time required to make a specific purchase and it provides the consumer with almost total control over when the purchase is made.

Which VALS segment of consumers is style conscious and trendy, has limited income, and feels life isn't fair?

Stivers

Which of the following is true regarding word-of-mouth (WOM)?

consumers trust WOM more than many other sources

Which of the following is true regarding postpurchase dissonance?

The importance of the decision to the consumer is one factor that influences the probability and magnitude of postpurchase dissonance.

self-concept and culture?

Those aspects of the self that are most valued and most influence consumption and other behaviors vary across cultures.

For which type of firm has research shown that reducing the number of customers who leave by 5 percent resulted in the highest percentage increase in average profits per customer?

branch banks

Yoga instructors and elite athletes are recruited by lululemon to teach classes in exchange for free lululemon clothing. These __________ promote the lululemon brand and encourage others to purchase lululemon merchandise.

brand ambassadors

Which type of nominal decision is characterized by a fairly high degree of product involvement but a low degree of purchase involvement?

brand loyal decision

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

__________ is defined as the exponential expansion of word-of-mouth.

buzz

To understand a consumer's behavior, we must know about the

consumer, situation, and stimulus object

Adoption of which type of innovation requires relatively minor changes in behavior or changes in behaviors that are unimportant to the consumer?

continuous innovation

Which cooking segment wants to cook and does so to spend time with their families?

cooking enthusiasts

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

core service failure

The manager of a bank branch is concerned about the number of mistakes the tellers were making, so he started manipulating different aspects of the environment in the bank to see what effect each has on the tellers' performance. He examined factors such as the lighting, temperature, and the volume of the music playing in the bank. Which approach to problem recognition is this manager using?

human factors research

Which type of self-concept emphasizes family, cultural, professional, and social relationships?

interdependent self-concept

Which of the following also includes a situation-specific component?

involvement

Which type of consumer decision making includes only a limited internal information search and no external search for information?

nominal decision making

Amie usually wears a uniform to her Catholic school, but on the first Friday of every month, students can wear other clothes as long as they bring in something for the church's food bank. Amie loves to shop and has plenty of fashionable clothes, but on these free dress days, she usually wears blue jeans, a T-shirt, and athletic shoes. Her mother asked her why she doesn't wear her nice clothes, and Amie told her that she would be made fun of at school. Which type of influence do the other students have on Amie?

normative

Sarah is a retired grandmother of two who is resistant to change. Her grandchildren have managed to teach her how to email them at college, but she doesn't want to do more. To which technology segment does Sarah belong?

novices

Jill is a breast cancer survivor. She posts a blog, which is her online journal, on a site that is specifically for others to share their experiences and support one another. She and others discuss products that help them deal with the side effects of their treatments as well as products that can help them maintain their self-esteem (e.g., wigs). Jill is participating in a(n)

online community

Mitch seems to know everything about cars—at least that's what his friends and family think. He has been involved with cars since he was a child and even took an engine apart and put it back together again by the time he was 16 years old. He reads several publications related to cars, visits websites, and hangs out with others who are interested in cars as well. Due to his enduring involvement with this product category, Mitch would be considered a(n)

opinion leader

Carmen is double majoring in fashion merchandising and graphic design in college. When she graduates, she wants to design the physical environment of retail stores, particularly those in women's fashions. She wants to create environments that create specific mood responses in shoppers. Which field best describes what Carmen wants to do?

retail atmospherics

As a marketing major, Stan is a collegiate member of the American Marketing Association. This association holds a collegiate conference every year, and he did attend it one year. While this is a group he belongs to, his ties to other members are relatively weak, and his interaction is infrequent. Which type of group is this?

secondary group

A person who shops at a nicer store than normal because he or she is buying a gift is influenced by the __________ characteristic of the situation.

task definition

Which technology segment is characterized by the statement "technology is life"? These folks are enthusiastic and adventurous users of new technology.

wizards