Chapter 13: Consumer Decision Process

A socially defined occasion that triggers a set of interrelated behaviors that occur in a structured format and that have symbolic meaning is referred to as a _____. a. ritual situations b. momentary condition c. prescriptive d. schema e. holiday

a

Sharon has to purchase a gift for her mother and only has this afternoon to do so because her birthday party is that evening. She's wondering how she will be able get to the mall in time to pick out the perfect gift. This is an illustration of which situation characteristic? a. temporal perspective b. physical features c. social surroundings d. task definition e. antecedent state

a

The purchase decision and consumption process always occur in the context of _____. a. a specific situation b. others c. marketing communications d. an extended decision-making process e. a social surrounding

a

The situation in which consumers receive information has an impact on their behavior and is referred to as the _____ situation. a. communications b. purchase c. usage d. disposition e. preliminary

a

Atmosphere is referred to as _____ when describing a service business such as a hospital, bank, or restaurant. a. landscape b. servicescape c. ambiance d. environment e. servqual

b

The sum of all the physical features of a retail environment is referred to as the a. store image. b. store atmosphere. c. store icon. d. store structure.

b

Transient feeling states that are generally not tied to a specific event or object are a. attitudes. b. moods. c. needs. d. emotions. e. none of the above

b

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? a. faster service time b. customers spend less time at a table c. larger amount of bar purchases d. significantly more (i.e., 50% or more) spent on food purchases e. greater number of customer groups leaving before being seated

c

Which of the following is NOT a key situational dimension or characteristic that influences consumer behavior? b. physical surroundings c. alternative evaluation d. social surroundings e. temporal perspectives f. task definition

c

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 a(an) _____. a. disposition situation b. purchase situation c. communications situation d. expanded usage situation e. alternative usage situation

d

John is a salesman and gave one of his customers an expensive watch. Which of the following is the most likely reason John gave this gift? a. social expectations b. because it is a ritualized consumption experience c. because it is a business requirement d. to elicit a return favor e. as an expression of loving and caring

d

Which of the following are antecedent states? a. colors, aromas, music, and crowding b. normal and expanded usage c. utilitarian and hedonic d. moods and momentary conditions e. internal and external influences

d

Decisions made by consumers regarding the _____ situation can create significant social problems as well as opportunities for marketers. a. purchase b. communication c. expanded usage d. usage e. disposition

e

Which group needs to understand how situational influences affect consumers' disposition decisions? a. marketers b. government c. environmental organizations d. A and B only e. A, B, C (not D)

e

Which of the following is a situation in which consumer behavior occurs? a. communication situation b. purchase situation c. usage situation d. disposition situation e. all of the above

e