Consumer Behavior Final

Potential obstacles to rapid market acceptance of an innovation are known as minimizers. diffusion detractors. laggards. diffusion delayers. diffusion inhibitors.

diffusion inhibitors.

The exchange of advice and information between group members can occur directly in the form of WOM when one individual volunteers information. direct flow of communication. directly in the form of WOM when one individual seeks information from another and directly in the form of WOM when one individual volunteers information. indirectly through observation as a by-product of normal group interaction. directly in the form of WOM when one individual seeks information from another, directly in the form of WOM when one individual volunteers information, and indirectly through observation as a by-product of normal group interaction.

directly in the form of WOM when one individual seeks information from another, directly in the form of WOM when one individual volunteers information, and indirectly through observation as a by-product of normal group interaction.

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? disposition use consumption product nonuse purchase

disposition

Decisions made by consumers regarding the __________ situation can create significant social problems as well as opportunities for marketers. purchase disposition expanded usage usage communication

disposition

Which situation involves consumers disposing of products or product packages after or before product use? purchase situation usage situation task situation disposition situation communications situation

disposition situation

Groups with negative desirability are referred to as primary reference groups. secondary reference groups. unattractive reference groups. dissociative reference groups. aspiration reference groups.

dissociative reference groups

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

during, after, and before

Leigh received a digital camera for her birthday. She was able to figure this product out pretty easily because it only required a moderate change in how she used to take pictures. One thing she had to get used to was printing the pictures instead of taking a roll of film to a processor. This is an example of a __________ innovation. continuous nontechnological discontinuous technological dynamically continuous

dynamically continuous

Exploding demand and short product life-spans for high-tech gadgets such as mobile phones, personal computers, and various other personal electronic devices is creating growing concerns over hazardous waste. poisonous waste. recyclable waste. e-waste. reusable waste.

e-waste

Clara is shopping with her friend, Jane, when they both went into a drug store. Clara needed to buy medication for hemorrhoids, but she was reluctant to do so in front of Jane. Which emotion was Clara probably experiencing in this situation? embarrassment shame fear disappointment anger

embarrassment

One retailer asked a group of consumers the types of emotions they experience in both positive and negative retail situations. The purpose of this research was to uncover consumer reactions to various situations so that clerks could be trained to respond appropriately. Which approach to problem recognition is this? problem analysis activity analysis product analysis human factors research emotion research

emotion research

Which of the following characterizes opinion leaders? high income highly educated enduring involvement in the product or activity older younger

enduring involvement in the product or activity

Which of the following is not one of Experian's technology profiles? Apprentices Journeymen Wizards Enthusiasts Novices

enthusiasts

Which type of industry has developed around the use of ambient scents? environmental construction scent motivation environmental fragrancing environmental creationism professional scenting

environmental fragrancing

The Smith's oldest daughter, Olivia, is a senior in high school. She has all "A's" and scored a 34 on the ACT. She is president of the debate team and the national honor society as well as a member of the cheerleading squad. Olivia wants to attend medical school, so both she and her parents are very concerned about which undergraduate school she attends. They have spent countless hours on the Internet examining universities, and they have already visited five campuses. For Olivia and her parents, which type of decision making does this represent? extended decision making nominal decision making complex decision making limited decision making complete decision making

extended decision making

Which type of decision making involves an extensive internal and external information search followed by a complex evaluation of multiple alternatives and significant postpurchase evaluation? extended decision making complex decision making nominal decision making complete decision making limited decision making

extended decision making

Carla and her family lost their home and everything in it in to a fire. People would console her by saying that at least her family was not harmed and that everything else can be replaced. She would reply, "I know it was just stuff, but it was our stuff and was special to us." This is reflecting Carla's self-concept. ideal self. personal self. extended self. Correct past self.

extended self

Advertising can stimulate and simulate word-of-mouth but not opinion leadership. true or false

false

Brand communities are relevant for basically any type of products. True or False

false

Buzz is generally supported by large advertising budgets. true or false

false

Committed customers are less likely to forgive a product or service failure. true false

false

Consumer behavior occurs within four broad categories or types of situations: the communications situation, the purchase situation, the usage situation, and the social situation. true false

false

Consumers are usually explicitly aware of the role lifestyle plays in their purchase decisions. true false

false

Functional performance relates to the physical functioning of the product. true false

false

Individuals cannot "create" the situations they face. true false

false

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

false

The extended self consists of self plus others. true false

false

Universal problem recognition involves a discrepancy that a variety of brands within a product category can reduce. true false

false

The technology segment of consumers labeled Apprentices are disconnected from emerging technology and resistant to change. true False

false (novices)

Campbell's soup used several advertising campaigns that stressed the benefits of soup in general. For example, one tagline used was "Soup is good food," and another was "Never underestimate the power of soup." Which type of problem recognition was Campbell's attempting to stimulate? inactive problem recognition selective problem recognition generic problem recognition active problem recognition primary problem recognition

generic problem recognition

Nonconventional marketing activities that use a limited budget and can increase buzz are known as guerilla marketing. e-gossip. undercover marketing. online guides. gorilla tactics.

guerilla marketing

Nominal decision making is sometimes referred to as simple decision making. habitual decision making. automatic decision making. default decision making. routine decision making.

habitual decision making

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) low self-monitor. high self-monitor. independent. thinker. conspicuous consumer.

high self-monitor

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? latent dangerous active inactive manifest

inactive

Which type of consumer problem is one of which the consumer is not aware? manifest active inactive blatant latent

inactive

Kimberly loves the ham and turkey from the Heavenly Ham store. There is only one store in her town, though, and it is pretty far away. She goes that direction on Saturdays for her daughter's music lesson, but by the time it's over and she's heading home, the store is already closed. Sometimes she brings a cooler and stops there before her daughter's lesson, but most of the time she forgets to bring the cooler. She usually ends up buying lunch meat at the local grocery deli. Which reason for changing providers does this represent? involuntary switching pricing responses to service failures ethical problems inconvenience

inconvenience

Self-concepts have been categorized into two types, which are primary and secondary. direct and indirect. manifest and latent. independent and interdependent. yin and yang.

independent and interdependent

Which type of self-concept emphasizes personal goals, characteristics, achievements, and desires? interdependent self-concept primary self-concept independent self-concept individual self-concept connected self-concept

independent self-concept

Individuals with which type of self-concept are more likely to seek adventure and excitement through travel, sports, and entertainment, to be opinion leaders, and to prefer magazines over TV? self-monitors doers interdependents independents idealists

independents

Self-image congruity influences on brand preference and choice depend on which of the following? situational factors product factors individual factors, product factors, and situational factors individual factors individual factors and product factors

individual factors, product factors, and situational factors

What are the two dimensions to performance for products? consummatory and instrumental instrumental and symbolic latent and manifest immediate and delayed direct and indirect

instrumental and symbolic

Which consumer technology segment is mature, retired, with low household income, and confused by technology? Traditionalists Gatherers Journeymen Apprentices Novices

novices

which of the following is NOT a criterion use to classify groups strength of social tie type of contact attraction number of members membership

number of members

For which type of product is self-image congruity likely to matter more? vacuum lawn mower perfume paper towel laundry detergent

perfume

Some consumers are highly susceptible to interpersonal influence, which is a personality trait. Correct product factor. situation factor. norm. cultural factor.

personality trait

A food manufacturer asked a group of working mothers to think about the problem of serving nutritious meals to their families given their time constraints and to indicate what activities, products, or brands are associated with or perhaps could eliminate those problems. This manufacturer is using which approach to problem recognition? activity analysis product analysis human factors research problem analysis emotion research

problem analysis

__________ refers to the fact that repeat and particularly committed customers tend to buy the brand consistently rather than waiting for a sale or continually negotiating price. Acquisition cost Price insensitive Price indifferent Referral Price premium

price premium

Which type of group includes family and friends and involves strong ties and frequent interaction? reference group primary group intimate group consumer group secondary group

primary group

What are the two dimensions of the VALS typology of consumers? age and stage of family life cycle age and gender primary motivation and resources primary motivation and age

primary motivation and resources

Which dimension of self refers to how I am or would like to be to myself? actual self-concept private self-concept present self-concept ideal self-concept Incorrect social self-concept

private self-concept

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

specific situation

Which of the following is not a key element of relationship marketing? developing a core service or product around which to build a customer relationship pricing in a manner to encourage loyalty marketing to employees so that they will perform well for customers standardize the relationship across customers augmenting the core service or product with extra benefits

standardize the relationship across customers

Which of the following statements is FALSE regarding self-concept and culture? All the choices are true The self-concept is important in all cultures. Those aspects of the self that are most valued and most influence consumption and other behaviors do not vary across cultures. An interdependent construal of the self is based on the common Asian cultural belief in the fundamental connectedness of human beings. An independent construal of the self is based on the predominant Western cultural belief that individuals are inherently separate.

those aspects of the self that are most valued and most influence consumption and other behaviors do not vary across cultures

__________ is the process managers use to manipulate the physical retail environment to create specific mood responses in shoppers. Environmentalism Psychographics Servicescape Atmospherics Landscaping

atmospherics

A reference group is a group whose presumed perspectives or values are being used by an individual as the basis for his or her current behavior. T/F

T

Attempts to influence generic problem recognition are appropriate for brands that have a high market share. T/F

T

Disposition of the product or the product's container may occur before, during, or after product use. T/F

T

Enduring involvement leads to enhanced knowledge about and experience with the product category or activity. T/F

T

Firms attempt to cause selective problem recognition to gain or maintain market share. T/F

T

In the VALS typology, individuals are classified according to their primary motivations, which are ideals motivation, achievement motivation, or self-expression motivation. T/F

T

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

T

Personal space and resulting crowding perceptions can vary from culture to culture. T/F

T

Self-concept is the totality of the individual's thoughts and feelings having reference to himself or herself as an object. T/F

T

Sometimes consumers purchase products and do not use them. T/F

T

To better understand a consumer's behavior, we must know about the consumer, about the primary stimulus object, and about the situation. T/F

T

Two distinct categories of nominal decision making are brand loyal decisions and repeat purchase decisions. T/F

T

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. All consumer purchase decisions are followed by postpurchase dissonance of some sort. The individual's tendency to experience anxiety is not related to postpurchase dissonance. The easier it is to alter the decision, the more likely postpurchase dissonance will be. Nominal decision making usually results in the greatest magnitude of postpurchase dissonance.

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

Which of the following is false regarding committed customers? They are likely to be a source of positive word-of-mouth. They are resistant to competitors' marketing efforts. They are less likely to forgive an occasional product or service failure. They are unlikely to consider additional information when making a purchase. They are more profitable to the firm than mere repeat purchasers.

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

Features of the individual person that are not lasting characteristics, such as momentary moods or conditions, are called antecedent states. context effects. personality. task definition. self-concept.

antecedent states

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? Journeymen Novices Enthusiasts Apprentices Gatherers

apprentices

In experiments, the power of groups to influence an individual to agree with the incorrect judgment of the others is known as the group effect. Pavlov phenomenon. Asch phenomenon. Skinner effect. follower effect.

asch phenomenon

Amanda is in junior high and begged her mother to buy her a certain brand of athletic shoe that all the "cool" kids in school were wearing. She thought that if she had those shoes, she would be accepted as one of them. To Amanda, these other students in school that she wants to be associated with represent a(n) secondary reference group. aspiration reference group. primary reference group. attractive reference group. dissociative reference group.

aspiration reference group

Individuals frequently purchase products thought to be used by a desired group in order to achieve actual or symbolic membership in the group. This type of group is referred to as a(n) primary reference group. dissociative reference group. attractive reference group. secondary reference group. aspiration reference group.

aspiration reference group

__________ is defined as the exponential expansion of word-of-mouth. Buzz Gossip Dissemination Infection Dispersion

buzz

Todd purchased a Harley-Davidson motorcycle because he identifies himself with what he feels is the typical owner of a Harley. Many other owners of this brand also feel this way, and they get upset when they see someone riding one who they think is not the "right" kind of person to own this brand. Which characteristic of brand communities does this illustrate? brand fanaticism consciousness of kind moral responsibility rituals and traditions similarity

consciousness of kind

Which of the following services would be classified as having an extended hedonic consumption purpose? exercise class theater cruise bank business dinner

cruise

Affective performance can arise from only the symbolic dimension of product performance. true false

false

Most consumer purchases involve relatively high-involvement decision making, and therefore, arouse little or no postpurchase dissonance. true false

false

Physical surroundings represent the situational characteristic that has the greatest impact on consumption behavior. true false

false

When a consumer's actual state is perceived as being greater than the desired state, recognition of a problem does not occur. true false

false

Which of the following is a major PRIZM life stage group? Strivers Second City Family Life Town & Rural Urban

family life

A consumer's desired state can be influenced by previous decisions. T/F

T

What percentage of consumers believe consumer-generated content (CGC) is the most authentic form of all content? 60 percent 40 percent 80 percent 20 percent 90 percent

60 percent

Which of the following statements is true regarding active and inactive consumer problems? Active problems are more serious than inactive ones. Incorrect An active problem is one of which the consumer is not aware. Active and inactive problems do not require different marketing strategies. Even though a consumer is aware of it, an inactive problem is one that he or she has no desire to rectify. Active problems require the marketer only to convince consumers that its brand is the superior solution.

Active problems require the marketer only to convince consumers that its brand is the superior solution.

Which of the following statements is true regarding moods? Moods are relatively stable states that are tied to a specific event or object. Ad and brand attitudes are often influenced in a mood-congruent manner. Positive moods have not been shown to affect shopping behavior. Consumers do not actively try to manage their mood states. Moods affect the consumption process, but they are not affected by the consumption process.

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

Which of the following is not a situation in which consumer behavior occurs? communications situation purchase situation usage situation disposition situation All of these are situations in which consumer behavior occurs.

All of these are situations in which consumer behavior occurs.

Which of the following is a concern marketing managers have related to problem recognition? discovering consumer problems developing the marketing mix to solve consumer problems helping consumers recognize problems suppressing problem recognition among consumers All of these choices are correct

All of these choices are correct

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 All of these choices are correct.

All of these choices are correct.

Which condition is appropriate to attempt to influence generic problem recognition? It is early in the product life cycle. The firm has a high percentage of the market. External search after problem recognition is apt to be limited. It is an industry-wide cooperative effort. All of these choices are correct.

All of these choices are correct.

Which of the following is a reason consumers give gifts? social expectations ritualized consumption experiences to elicit return favors as an expression of love and caring All of these choices are correct.

All of these choices are correct.

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 All of these choices are correct.

All of these choices are correct.

Which of the following statements is false regarding consumer decisions and the consumer decision process? Some consumer decisions result from the convergence of several problems. The decision process model provides useful insight into all types of consumer purchases. Once the decision process begins, it may evolve and become more complex with multiple goals. Consumer decisions are rational and functional; otherwise they do not involve decisions per se. Consumer decisions are frequently the result of a single problem.

Consumer decisions are rational and functional; otherwise they do not involve decisions per se.

Which of the following statements is false regarding word-of-mouth (WOM) communications? Consumers generally trust advertising as much as they do WOM. Negative experiences are powerful motivators of WOM. It is estimated that over 80% of all consumer product decisions are influenced by WOM. Going beyond satisfaction to deliver more than was expected appears to have the potential to generate substantial WOM. Not all personal sources are equal in value.

Consumers generally trust advertising as much as they do WOM.

Which of the following is true regarding word-of-mouth (WOM)? Marketers are not concerned about WOM. Satisfaction yields more WOM than does dissatisfaction. WOM is a minor factor in consumer behavior. Consumers trust WOM more than many other sources. Consumers do not give WOM much merit, especially negative WOM.

Consumers trust WOM more than many other sources.

Which of the following statements is false regarding consumption subcultures? These groups have a unique jargon, rituals, and modes of symbolic expression. They are reference groups for their members as well as those who aspire to join or avoid them. These groups have a set of shared beliefs or values. Consumption must be shared physically to be a shared ritual that creates and sustains a group. These groups have an identifiable, hierarchical social structure.

Consumption must be shared physically to be a shared ritual that creates and sustains a group.

Consumers do not believe consumer-generated content is authentic. T/F

F

If purchase involvement is high, then enduring product involvement will also be high. T/F

F

Physical surroundings represent the situational characteristic that has the greatest impact on consumption behavior. T/F

F

Positive experiences are more powerful motivators of WOM than are negative experiences. T/F

F

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

F

Roughly half of online teens report using social networking sites. T/F

F

The level of one's desire to resolve a particular problem depends on two factors: the actual state and the desired state. T/F

F

The only aspect of music that influences consumer behavior is tempo. T/F

F

The top reason consumers want to interact with firms on social media is to be entertained. T/F

F

Which of the following is not an action a consumer may utilize to reduce dissonance? Reverse the purchase decision (return the product before use). Increase the desirability of the brand purchased. Decrease the importance of the purchase decision. Decrease the desirability of rejected alternatives. Increase the importance of alternatives that were not considered in the purchase initially.

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

A consumer selling something to another individual through an online intermediary (i.e., eBay) is known as a consumer-to-consumer sale. T/F

T

Which of the following is the first step in the approach for developing situation-based marketing strategies? Develop and implement a marketing strategy for cells that offers sufficient profit potential given your capabilities. Evaluate each cell in terms of potential. Construct a person-situation segmentation matrix. Survey a large sample of consumers to better understand and quantify how the product is used and the benefits sought in the usage situation by the market segment. Use observational studies, focus group discussions, depth interviews, and secondary data to discover the various usage situations that influence the consumption of the product.

Use observational studies, focus group discussions, depth interviews, and secondary data to discover the various usage situations that influence the consumption of the product.

Bob is a consumer who strives for a clear social position and is strongly influenced by the actions, approval, and opinions of others. He drives an expensive automobile, and only buys brands of clothing that are considered "status symbols." Which primary motivation is driving Bob's behavior? self-expression motivation focused motivation achievement motivation realist motivation ideals motivation

achievement motivation

Jonathon is a career-oriented person. He values predictability over change. Premium products are important to him to show friends he is successful. To which VALS segment does Jonathon belong? Experiencers Achievers Makers Innovators Believers

achievers

Many elderly consumers have problems with arthritis. This painful condition makes it almost impossible for them to open jars or medicine containers because the joints in their fingers are so stiff. Which type of consumer problem is this? manifest active latent inactive blatant

active

Which type of consumer problem is one the consumer is aware of or will become aware of in the normal course of events? manifest inactive active blatant latent

active

What are the types of consumer problems? primary and secondary low involvement and high involvement latent and manifest actual and perceived active and inactive

active and inactive

Renee sat down and did some serious soul searching. She wanted to understand her perception of her self-concept of who she is now. Renee is searching for her social self-concept. present self-concept. actual self-concept. ideal self-concept. private self-concept.

actual self-concept

Which dimension of self-concept refers to the individual's perception of who I am now? ideal self-concept actual self-concept private self-concept social self-concept present self-concept

actual self-concept

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 direct performance. consummatory performance. instrumental performance. affective performance. symbolic performance.

affective performance

The emotional response that owning or using the product or outlet provides is known as affective performance. symbolic performance. instrumental performance. direct performance. consummatory performance.

affective performance

A store's atmosphere can influence which of the following? consumers' judgments of the quality of the store store's image shoppers' moods shoppers' willingness to visit and linger All of these choices are correct.

all of these are correct

Consumer-generated content helps brands do which of the following? engage with consumers increase the brand's sales increase the brand's awareness All of these choices are correct. increase the brand's sales and increase the brand's awareness

all of these are correct

Which criterion is used to classify groups? membership strength of social tie type of contact attraction All of these choices are correct.

all of these are correct

Which of the following is a dimension of a consumer's self-concept? actual self-concept ideal self-concept private self-concept social self-concept All of these choices are correct.

all of these are correct

Which of the following is a nonmarketing factor affecting problem recognition? social status previous decisions motives situation All of these choices are correct.

all of these are correct

Which of the following is a source of increased customer profitability over time? increased sales volume lower costs referrals price premium All of these choices are correct.

all of these are correct

Which of the following is one of Experian's technology profiles based on an extensive analysis of attitudes, lifestyle, and adoption and usage patterns related to technology? Wizards Journeymen Apprentices Novices All of these choices are correct.

all of these are correct

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 the purchase to the consumer ease of taking action consumer's existing level of overall satisfaction with the brand or outlet characteristics of the consumer involved All of these choices are correct.

all of these choices are correct

The probability of a consumer experiencing postpurchase dissonance, as well as the magnitude of such dissonance, is a function of which of the following? The degree of commitment or irrevocability of the decision. The importance of the decision to the consumer. The difficulty of choosing among the alternatives. The individual's tendency to experience anxiety. All of these choices are correct.

all of these choices are correct

Under conditions of crowding, consumers tend to buy less. make faster decisions. use less information. be less satisfied. All of these choices are correct.

all of these choices are correct

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 All of these choices are correct.

all of these choices are correct

Which of the following is a key element of relationship marketing? Customizing the relationship to the individual customer. Pricing in a manner to encourage loyalty. Augmenting the core service or product with extra benefits. Marketing to employees so that they will perform well for customers. All of these choices are correct.

all of these choices are correct

Which of the following is a situation in which consumer behavior occurs? communications situation purchase situation usage situation disposition situation All of these choices are correct.

all of these choices are correct

Which of the following is an approach to problem identification? activity and product analysis human factors research problem analysis emotion research All of these choices are correct

all of these choices are correct

Which of the following is typically included in a psychographic or lifestyle study? attitudes values activities and interests demographics All of these choices are correct.

all of these choices are correct

Which of the following is a factor affecting the spread of innovations? type of group type of decision compatibility observability All of these choices are correct.

all these choices are correct

Which of the following is not a key situational dimension or characteristic that influences consumer behavior? social surroundings physical surroundings temporal perspectives task definition alternative evaluation

alternative evaluation

Which of the following is a VALS segment of consumers? Traditionalists Blue Blood Estates Enthusiasts Believers Minimalists

believers

Which PRIZM segment consists of consumers that are older, upper-class, successful, college-educated professionals with no kids at home, and often among the leading citizens of their small-town communities? Pools & Patios Golden Ponds Big Fish, Small Pond Urban Achievers Town & Rural

big fish, small pond

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? auto services Incorrect credit insurance industrial laundry insurance brokerage branch banks

branch banks

A nongeographically bound community, based on a structured set of social relationships among owners of a brand and the psychological relationship they have with the brand itself, the product in use, and the firm is known as a clone group. cohort group. purchase consortium. census track. brand community.

brand community

The extent to which an individual includes important brands as part of their self-concepts is known as (the) materialistic effect. acquisition effect. endowment effect. brand engagement. evaluation effect.

brand engagement

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 community consortium brand fest convention consumption gathering

brand fest

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 convention. consortium. brand event. brand fest. consumption gathering.

brand fest

Which type of nominal decision is characterized by a fairly high degree of product involvement but a low degree of purchase involvement? primary decision routine decision inexpensive decision low visibility decision brand loyal decision

brand loyal decision

Consumers who exhibit a positively biased behavior toward a specific brand are exhibiting brand loyalty. brand image. brand leverage. brand bias. Incorrect brand equity.

brand loyalty

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 image. brand equity. brand loyalty. brand leverage. brand bias.

brand loyalty

The term used to refer to turnover in a firm's customer base is attrition rate. turn ratio. defection rate. turnover. churn.

churn

Which of the following are components of the physical environment? utilitarian and hedonic product characteristics moods and momentary conditions internal and external influences normal and expanded usage colors, aromas, music, and crowding

colors, aromas, music, and crowding

Which of the following is not a global lifestyle segment identified by Experian's Mosaic Global system? Sophisticated Singles Routine Service Workers Metropolitan Strugglers Post Industrial Survivors Comfortable Rustics

comfortable rustics

Pam and her friends ate at a new Italian restaurant, and the food, service, and ambiance exceeded their expectations. They all decided that this was the only Italian restaurant they will ever go to again in their town. This is an illustration of relationship marketing. customer value. extended decision making. commitment. nonsatisfaction.

commitment

Which of the following means that the consumer is enthusiastic about a particular brand and is somewhat immune to actions by competitors? brand fanatic market maven brand leverage commitment satisfaction

commitment

George has used the same company for his car and home insurance for over 20 years. Any claim he has made has been handled fairly and quickly. A major hurricane came through his area causing many individuals, including George, and business owners to lose everything. While he was hearing about so many insurance claim nightmares, he knew his company would come through because he trusts this company. George is an example of a(n) total buyer. committed customer. affective customer. satisfied buyer. repeat purchaser.

committed customer

Which type of customer has an emotional attachment to the brand or firm? repeat purchaser committed customer total buyer affective customer satisfied buyer

committed customer

In which situation do marketers attempt to place their ads in appropriate media contexts to enhance their effectiveness? usage purchase communications disposition preliminary

communications

Market mavens are more likely than the rest of the population to engage in which of the following behaviors? compare prices shop in stores switch brands All of these choices are correct. None of these choices are correct.

compare prices

Stephanie is 19 years old and is a participant in social media in that she creates content of her own about her favorite brands of makeup—Web pages, blogs, video and video uploads to places like YouTube. The information created by Stephanie can be classified as? brand-created content online communities blogging consumer-generated content consumer review sites

consumer-generate content

Jon purchased an antique watch on eBay from another consumer. Which type of sale is this known as? electronically-mediated sale personal sale consumer-to-consumer sale direct-to-consumer sale private sale

consumer-to-consumer sale

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 personal sale direct marketing private sale direct-to-consumer sale

consumer-to-consumer sale

Negative emotions or guilt feelings aroused by the use of a product or a service are referred to as consumption guilt. consumption anxiety. postpurchase anxiety. consumption dissonance. postpurchase dissonance.

consumption guilt

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. consumption anxiety. consumption dissonance. postpurchase anxiety. postpurchase dissonance.

consumption guilt

A distinctive subgroup of society that self-selects on the basis of a shared commitment to a particular product class, brand, or consumption activity is known as a dissociative reference group. cohort group. purchase consortium. consumption subculture. clone group.

consumption subculture

Harley-Davidson motorcycle owners that join a Harley group, Jeep owners that attend events sponsored by Jeep, and Star Trek "Trekkies" are all examples of purchase consortiums. dissociative reference groups. clone groups. cohort groups. consumption subcultures.

consumption subcultures

Signing up to receive an email on a brand's website is an example of crowdsourcing. data sourcing. conversion. input request. Incorrect response generation.

conversion

Michelle enjoys grocery shopping and trying new recipes. She likes to show offer her skills in the kitchen, especially by using multiple appliances. She cooks from scratch at least three times a week and isn't afraid to have leftovers from one of her homecooked meals. Michelle belongs to which cooking lifestyles segment? Part-Time Cooks Frequent Cooks Cooking Enthusiasts Creative Cooks Family Cooks

cooking enthusiasts

Eric booked a hotel through hotels.com. However, when he arrived at the hotel, they had no record of his reservation, and he was unable to get a room. He decided then that he would never use this service again. Which reason for changing providers does this represent? core service failure attraction by competitors pricing service encounter failure ethical problems

core service failure

Which nonmarketing factor affects a consumer's desired state? culture/subculture normal depletion product/brand performance availability of products All of these choices are correct.

culture/subculture

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? reversing the purchase decision. decreasing the desirability of rejected alternatives. decreasing the importance of the purchase decision. increasing the importance of the purchase decision. increasing the desirability of the brand purchased.

decreasing the desirability of rejected alternatives

Candace is on a diet and wants to lose 10 pounds. She wants to be thin right now, which represents her healthy state. desired state. actual state. ideal state. future state.

desired state

The manner in which innovations spread throughout a market is referred to as the diffusion process. dissemination process. adoption process. innovation process. consumer decision-making process.

diffusion process

Gertrude is very environmentally-conscious, so she only uses paper bags at the grocery store and tries to purchase items in packages that are recyclable. Her behavior concerns which type of situation? usage situation purchase situation disposition situation communications situation socially sensitive situation

disposition situation

Walker and his wife have two children. They have purchased a new computer for their household every four years or so for almost 20 years. When Walker purchases a new one, usually for him to be able to work at home, one of his children will get the old one. However, they have a few old computers sitting in the attic and garage because Walker doesn't really know how to get rid of them. This is an example of which type of situation? communications situation disposition situation expanded usage situation replacement situation purchase situation

disposition situation

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

dissatisfaction

bob in somewhat of a loner is 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 secondary reference group aspiration reference group primary reference group unattractive reference group

dissociative reference group

In the United States, a man usually gives a woman a diamond ring for her to wear on her left-hand ring finger when they become engaged to be married. However, one diamond distributor has developed the idea that women should wear diamonds on their right hands as well. Marketing communications regarding the Diamond Right Hand Ring stress the independence of women and their ability to buy a diamond for themselves. One ad claims that a diamond on a left hand says "we," while a diamond on the right hand says "me." This diamond distributor is attempting to influence the social surroundings. reduce the disposition situation. expand the usage situation. influence the competitive situation. influence the temporal perspective.

expand the usage situation

Graham is a college student who is impulsive and somewhat rebellious. He seeks out variety and excitement, usually looking for something new, offbeat, and risky. Even though he was old enough, he didn't vote in the last presidential election and is not very interested in world events. To which VALS segment does Graham belong? Experiencers Makers Believers Survivors Strivers

experiencers

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 frontline employee. primary employee. consumer-level employee. key employee. decision maker.

frontline employee

Employees who deal directly with consumers are known as foot soldiers. consumer-level employees. primary employees. clerks. frontline employees.

frontline employees.

Crowding generally produces which outcome for the retail outlet and the consumer? generally positive outcomes for the retailer, but negative outcomes for the consumer generally negative outcomes for the consumer, but positive outcomes for the retailer generally positive outcomes for both generally negative outcomes for both None of these choices are correct.

generally negative outcomes for both

Which problem recognition involves a discrepancy that a variety of brands within a product category can reduce? inactive problem recognition selective problem recognition generic problem recognition primary problem recognition active problem recognition

generic problem recognition

Tara is a marketing professor and is a member of the American Marketing Association. The members of this organization are associated with the discipline of marketing, either as academicians or as practitioners. The purpose of this organization is to disseminate research about marketing, to share best practices, and to foster the professional development of marketers. The American Marketing Associate is an example of a generation. group. primary group. cohort. consumer group.

group

Consumers who place heavy weight on the opinions and feelings of others are called independents. conspicuous consumers. interdependents. high-self monitors low self-monitors

high-self monitors

Relative importance of a problem is determined by which of the following? the level of risk associated with the decision process the magnitude of the discrepancy between the actual self-concept and the ideal self-concept how critical the problem is to others how critical the problem is to the maintenance of the consumer's desired lifestyle the magnitude of the discrepancy between the desired and actual states

how critical the problem is to the maintenance of the consumer's desired lifestyle

For which product is no disposition involved? soft drink electronics clothing laundry detergent ice cream cone

ice cream cone

Charles was examining his perception of himself as whom he would like to be. Charles is examining his actual self-concept. private self-concept. present self-concept. social self-concept. ideal self-concept.

ideal self-concept

Which dimension of self-concept refers to the individual's perception of who I would like to be? ideal self-concept private self-concept social self-concept actual self-concept future self-concept

ideal self-concept

In the VALS typology, which primary motivation is characteristic of consumers guided in their choices by their beliefs and principles rather than by feelings or desire for social approval? achievement motivation self-expression motivation focused motivation ideals motivation realist motivation

ideals motivation

Pamela is a consumer who is guided in her choices by her beliefs and principles rather than by feelings or desire for social approval. She tends to purchase products based on functionality and reliability. Which primary motive is guiding Pamela's behavior? self-expression motivation achievement motivation realist motivation ideals motivation focused motivation

ideals motivation

Valerie and her family are members of the Baptist Church. They have accepted the Baptist Church's values as their own and behave in a manner consistent with the Church's values because their values and the Church's values are the same. Which type of influence does the Church possess with respect to Valerie and her family? affective identification exemplary informational utilitarian

identification

Which type of reference group influence occurs when individuals have internalized the group's values and norms? affective normative utilitarian identification informational

identification

How does music influence consumer behavior? changes cognitive structures changes temporal perspective influences mood reduces consumers' perception of overcrowding Incorrect subliminally

influences mood

Recent research has shown that over 80 percent of this type of opinion leader follow trends in technology and electronics. These opinion leaders are called: brand mavens market leaders influentials brand ambassadors shopping experts

influentials

which type of influence occurs when an individual uses the behaviors and opinions of reference group members as potentially useful bits of information transient normative informational identification substantive

informational

Which type of reference group influence do marketers use when developing advertisements? informational and normative informational, normative, and identification normative informational identification

informational, normative, and indentification

Which VALS segment of consumers comprises successful, sophisticated, active, take-charge people with high self-esteem and abundant resources and are driven by a mix of motivations? Achievers Innovators Thinkers Experiencers Makers

innovators

Which adopter group represents the first 2.5 percent to adopt an innovation? laggards innovators late majority early adopters early majority

innovators

Leon is concerned with the reliability and durability of laptop computers he is considering purchasing. This represents which dimension of product performance? symbolic instrumental affective direct consummatory

instrumental

Which dimension of product performance relates to the physical functioning of the product? instrumental attributional consummatory affective direct

instrumental

Individuals with which type of self-concept tend to be obedient, sociocentric, holistic, connected, and relation oriented? individual self-concept group self-concept interdependent self-concept independent self-concept connected self-concept

interdependent

Individuals with which type of self-concept are more likely to engage in home and domestic-related activities and entertainment including cooking at home and from scratch? doers independents interdependents self-monitors idealists

interdependents

Renee has been going to the same dentist for years. However, her employer changed her dental insurance plan, and her dentist was not part of the plan. She had to switch to an approved dentist. Which reason for changing providers does this represent? involuntary switching responses to service failures Incorrect ethical problems attraction by competitors pricing

involuntary switching

Which of the following also includes a situation-specific component? demographics involvement self-concept brand image personality

involvement

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? as a return favor to elicit return favors it is a ritualized consumption experience he is required to do so because he hopes the receiver will share the gift

it is a ritualized consumption experience

Consumers in which technology segment are young and established, knowledgeable and confident in their use of new technology, and just a notch down from Wizards in their enthusiasm for technology? Techno-Strivers Journeymen Seekers Media Junkies Apprentices

journeymen

Charles was the last person on his block to purchase a color television set, and that was in the 1980s. He just couldn't see the reason to purchase a new color television if his old one was working just fine. He finally purchased one because his old TV stopped working. In terms of adopter categories, Charles would be classified as a(n) laggard. late majority. early adopter. early majority. innovator.

laggard

__________ is how a person lives. Personality Lifestyle Self-concept Consumption Subculture

lifestyle

Marla is bored with her cell phone. She wants to purchase a new one that has cool ring tones and can take pictures and video. She's not going to conduct a big search for a new phone as she's just going to consider a few others. Which type of decision making is this? nominal decision making truncated decision making limited decision making extensive decision making extended decision making

limited decision making

Which type of consumer decision making includes the evaluation of only a few attributes, simple decision rules, and few alternatives? nominal decision making routine decision making extended decision making limited decision making simple decision making

limited decision making

Which type of decision making involves internal and external search, few alternatives, simple decision rules on a few attributes, and little postpurchase evaluation? extended decision making nominal decision making limited decision making partial decision making routine decision making

limited decision making

Which type of decision making involves recognizing a problem for which there are several possible solutions? nominal decision making modified decision making limited decision making alternate decision making normal decision making

limited decision making

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. thinker. high self-monitor. conspicuous consumer. independent.

low self-monitor

Under conditions of crowding, consumers tend do to all of the following except buy less. make faster decisions. make more demands on the sales personnel. be less satisfied. All of these choices are correct.

make more demands on the sales personnel

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? Strivers Believers Makers Experiencers Survivors

makers

Rayna provides a significant amount of information to others across a wide array of products, including durables and nondurables, services, and store type. She can provide information on product quality, sales, usual prices, product availability, store personnel characteristics, and other features of relevance to consumers. Rayna is best described as a(n) market maven. market leader. opinion leader. shopping expert. influencer.

market maven

Some individuals have information about many different kinds of products, places to shop, and other aspects of markets. They can be considered a special type of opinion leader and are known as shopping experts. product experts. market leaders. personal shoppers. market mavens.

market mavens

Which group needs to understand how situational influences affect consumers' disposition decisions? government marketers, government, and environmental organizations environmental organizations marketers and government marketers

marketers, government, and environmental organizations

Twitter is an example of a retailing online ordering service. a brand community. buzz agent. hyperlink to online car auctions. micro-blogging tool.

micro-blogging tool

Stan was feeling very tired and hungry in the mid-afternoon, so he ate a Snickers candy bar. Stan is attempting to manage his mood. self-concept. personality traits. daily ritual. momentary condition.

momentary condition

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 positive mood. good luck. momentary conditions. hedonism. optimism.

momentary conditions

Transient feeling states that are generally not tied to a specific event or object are known as moods. social surroundings. noncontextual effects. traits. temporal effects.

moods

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

moods and momentary conditions

The __________ flow of communication involves opinion leaders for a particular product area who actively seek relevant information from the mass media as well as other sources. These opinion leaders process this information and transmit their interpretations of it to some members of their groups, and these group members also receive information from the mass media and other members who are not opinion leaders as well. dispersion multistep direct two-step inoculation

multistep

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 negativity bias. financial failure. customer failure. technology bias. service design flaw.

negativity bias

__________ percent of women in a study reported in the Dove consumer insight perceived their actual beauty to fall short of their ideal. Ten Fifty Thirty Ninety-eight Twenty-five

ninety-eight

Which type of consumer decision making only includes the stages of problem recognition, limited internal information search, purchase, and limited postpurchase behavior? nominal decision making extended decision making limited decision making simple decision making normal decision making

nominal decision making

Which type of decision making process in effect involves no decision per se? Multiple Choice nominal decision making automatic decision making extended decision making default decision making simple decision making

nominal decision making

Which of the following is a type of consumer decision making discussed in your text? nominal decision making nominal decision making, limited decision making, and extended decision making extended decision making limited decision making and extended decision making limited decision making

nominal decision making, limited decision making, and extended decision making

Carmen was participating in a psychographic study, and several questions pertained to activities and interests. Questions regarding this aspect of lifestyle include which of the following? age, education, income, occupation, family structure, ethnic background, gender, and geographic location specific media the consumers utilize nonoccupational behaviors to which consumers devote time and effort, such as hobbies, sports, public service, and church widely held beliefs about what is acceptable or desirable evaluative statements about other people, places, ideas, products, and so forth

nonoccupational behaviors to which consumers devote time and effort, such as hobbies, sports, public service, and church

An outlet or brand whose performance confirms a low-performance expectation generally will result in nonsatisfaction. anger. dissatisfaction. satisfaction. elation.

nonsatisfaction

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 also didn't expect it to last very long. Kristen most likely experienced elation. nonsatisfaction. guilt. dissatisfaction. satisfaction.

nonsatisfaction

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 elation. satisfaction. nonsatisfaction. anger. dissatisfaction.

nonsatisfaction

All except which of the following nonmarketing factors affect consumers' desired state? normal depletion reference group household characteristics financial status/expectations culture

normal depletion

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? informational identification punitive conformist normative

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? Mouse Potatoes Wizards Journeymen Apprentices Novices

novices

which type of brand community interacts over time around a topic of interest on the internet? geek squad brand community cyber community online community techie community

online community

Howard is 30 years old and creates his own content related to his favorite brand of hardware. Consumers like Howard who generate content online can be considered a(n) market leader. brand leader. creator. opinion leader. interpreter.

opinion leader

John doesn't know very much about electronic equipment, but he wanted to get his girlfriend wireless headphones for her birthday. His roommate, Hank, knows all about these types of products and made a recommendation to John. For this product category, Hank is known as a(n) opinion leader. screener. market leader. market maven. interpreter.

opinion leader

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) product fanatic. product maven. opinion leader. market leader. product endorser.

opinion leader

Individuals who filter, interpret, or provide product and brand-relevant information to their family, friends, and colleagues are known as market mavens. interpreters. market leaders. screeners. opinion leaders.

opinion leaders

Which of the following is a characteristic of a consumption subculture? an identifiable, hierarchical social structure a set of shared beliefs or values unique jargon, rituals, and modes of symbolic expression option a options a, b, and c option b options a and b option c

options a,b, and c

The situation interacts with the marketing activity and the individual to determine behavior. Which of the following is a marketing activity? purchase temporal perspective package lifestyle task definition

package

An experience that surpasses the usual level of intensity, meaningfulness, and richness and produces feelings of joy and self-fulfillment is known as a(n) intense experience. ultimate experience. defining moment. ideal experience. peak experience.

peak experience

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? temporal perspectives physical surroundings antecedent states task definition social surroundings

physical surroundings

The extended self consists of the self plus friends. the ideal self. all others. family members. possessions.

possessions

Carla continued to search for information on cars even after she purchased one. She would go over her decision in her head, and pay attention to ads that featured the car she bought. She was also noticing how many other people drove her model of car, which made her feel more confident that she made a wise decision. Carla is attempting to reduce postpurchase shame. postpurchase dissonance. consumption guilt. postpurchase fear. consumption anxiety.

postpurchase dissonance

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 fear. postpurchase worry. postpurchase shame. postpurchase guilt. postpurchase dissonance.

postpurchase dissonance

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

postpurchase dissonance.

Which approach to problem recognition starts with a problem and asks respondents to indicate which activities, products, or brands are associated with (or perhaps could eliminate) those problems? product analysis emotion research human factors research problem analysis activity analysis

problem analysis

Tess noticed that she was almost out of shampoo. Which stage of the decision process will this observation activate? alternative evaluation information search dissonance problem recognition postpurchase evaluation

problem recognition

What is the first stage of the consumer decision process? information search problem recognition purchase postpurchase behavior alternative evaluation

problem recognition

__________ is the result of a discrepancy between a desired state and an actual state that is sufficient to arouse and activate the decision process? Postpurchase evaluation Alternative evaluation Purchase Information search Problem recognition

problem recognition

Which of the following is not an adopter category? procrastinators early adopters late majority innovators early majority

procrastinators

A manufacturer of a digital music player asked several consumers the problems associated with using these types of products. Several consumers said that they had trouble downloading music onto their computers and then onto their music players. Which approach to problem recognition is this marketer using? problem analysis activity analysis product analysis human factors research emotion research

product analysis

Which of the following occurs when a consumer actively acquires a product that is not used or used only sparingly relative to its potential use? product nonuse counterfactual thinking prefactual thinking consumption guilt Incorrect nonconsumption guilt

product nonuse

Which of the following is a nonmarketing factor affecting consumers' actual state? social status culture product/brand performance motives household characteristics

product/brand performance

Rod purchased a Porsche to satisfy himself, not to impress others. He sees this car as a reward for his hard work. To which segment of Porsche owners does Rod belong? Elitists Fantasists Proud Patrons Bon Vivants Top Guns

proud patrons

The level of concern for, or interest in, the purchase process triggered by the need to consider a particular purchase is known as personal involvement. activated involvement. purchase involvement. enduring involvement. product involvement.

purchase involvement

Magdalena and her family live in a Honduran neighborhood of Queens, New York. She is looking forward to the extravagant Egyptian-themed party her parents are giving her for her upcoming 15th birthday where she will be carried in on a platform by six of her classmates. This party will celebrate Magdalena's quinceañera. Cinco de Mayo. confirmation. bat mitzvah. bar mitzvah.

quinceanera

A firm that introduces a new line of non-fat snack food due to increasing consumer concern with health is activating problem recognition. reacting to problem recognition. suppressing problem recognition. triggering problem recognition. None of these choices are correct.

reacting to problem recognition

Which of the following is not a primary motivation on which the VALS typology is based? ideals motivation achievement motivation self-expression motivation realist motivation All of these choices are primary motivations in the VALS typology.

realist motivation

Which of the following is not an alternative if a consumer decides to retain a product's package? store it use it for original purpose recycle it use it for a new purpose All of these choices are alternatives in this situation.

recycle it

Which color is arousing? red blue red, yellow, and blue yellow red and yellow

red and yellow

A closed-in feeling created by a crowded store will result in adaptive strategies that could lengthen shopping time, shorten purchases, and increase the use of in-store information. shorten shopping time, increase purchases, and decrease the use of in-store information. reduce shopping time, reduce purchases, and alter the use of in-store information. reduce shopping time, reduce purchases, and greatly increase the use of in-store information. None of these choices are correct.

reduce shopping time, reduce purchases, and alter the use of in-store information.

All except which of the following nonmarketing factors affect a consumer's actual state? product/brand performance normal depletion reference group availability of products past decisions

reference group

An attempt to develop an ongoing, expanding exchange relationship with a firm's customers is called internal marketing. acquisition marketing. relationship marketing. formal marketing. personal marketing.

relationship marketing

Marketing efforts focused on a firm's current customers are generally termed internal marketing. personal marketing. relationship marketing. acquisition marketing. formal marketing.

relationship marketing

Marriott Rewards customers earn points whenever they stay at any Marriott property. Louis is in this program, and he travels quite a bit because he works in sales. He usually stays at a Courtyard by Marriott, and when he walks into the lobby there is a sign by the desk welcoming him by name as well as other Marriott Rewards customers who might be staying there. This ongoing relationship between Louis and Marriott is an example of internal marketing. personal marketing. formal marketing. relationship marketing. acquisition marketing.

relationship marketing

Rita is doing her family's grocery shopping and purchases ice cream. She's purchased Blue Bell ice cream before and purchases it again. She's not committed to this brand; it's just that she and her family like it. Which type of nominal decision is this? automatic decision inconsequential decision secondary decision repeat purchase decision indifferent decision

repeat purchase decision

Which type of nominal decision is characterized by a consumer believing that all brands within a given product category are about the same and not attaching much importance to the product category or purchase? repeat purchase decision indifferent decision secondary decision routine decision inconsequential decision

repeat purchase decision

__________ continue to buy the same brand though they do not have an emotional attachment to it. Repeat purchasers Committed customers Referred buyers Brand loyals Satisfied buyers

repeat purchasers

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? graphic design architecture retail atmospherics marketing art

retail atmospherics

Binge drinking among college students can be described as a(n) task accomplishing behavior. value-expressive behavior. ritual behavior. socially desirable behavior. antecedent behavior.

ritual behavior

Every year around the 4th of July, families get together and celebrate a family reunion as well as Independence Day. The Normans, one such family, does this every year, and the party is pretty much the same every year. A cookout is held at one family member's home, and games for the children are played, such as a three-legged race and an egg toss competition. The family that wins the overall competition gets to take home a hideous, but meaningful trophy for that year. This is an example of a prescriptive. momentary condition. social schema. schema. ritual situation.

ritual situation

What do Hispanic girls celebrate when they are 15 years old? ritual situation ritual situation and Cinco de Mayo bat mitzvah Cinco de Mayo quinceañera

ritual situation and cinco de mayo

Giving out candy to children on Halloween, giving chocolate and roses to sweethearts on Valentine's Day, and wearing green and drinking green beer on St. Patrick's Day are all examples of momentary conditions. social surroundings. prescriptives. schemas. ritual situations.

ritual situations

Samantha and Greg have owned an MG for several years and enjoy taking road trips through the Rockies with other MG owners every year. Which characteristic of brand communities does this illustrate? rituals and traditions brand festing consumers of kind similarity brand traditions

rituals and traditions

For which product category would a reference group's influence be strongest? insurance toilet tissue washing machine running shoes vitamins

running shoes

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

satisfaction

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? tertiary group primary group secondary group cohort group work group

secondary group

An advertisement for Topol toothpaste, which is targeted at smokers and coffee and wine drinkers, stresses how this is the only brand that can remove the stains associated with these consumption behaviors. Which type of problem recognition is this marketer attempting to stimulate? primary problem recognition active problem recognition generic problem recognition selective problem recognition inactive problem recognition

selective problem recognition

Which problem recognition involves a discrepancy that only one brand can solve? active problem recognition primary problem recognition generic problem recognition selective problem recognition inactive problem recognition

selective problem recognition

Jennifer sees herself as a loving, caring mother and wife. She also sees herself as an accomplished professional. Finally, she sees herself as a good citizen and devoutly religious person who takes the concerns of others seriously and tries to make the world a better place for those less fortunate than she and her family. This totality of Jennifer's thoughts and feelings about herself is known as her inner self. inner peace. personal identity. self-concept. self-identity.

self-concept

The totality of the individual's thoughts and feelings having reference to himself or herself as an object is known as self-concept. personal space. ideal-self. self-profile. lifestyle.

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 achievement motivation realist motivation focused motivation ideals motivation

self-expression motivation

Marty is an action-oriented consumer, and he strives to express his individuality through his choices. He purchases products and services for the experience they can provide him rather than what they might say about him to others. Which primary motivation is guiding Marty's behavior? achievement motivation self-expression motivation ideals motivation realist motivation focused motivation

self-expression motivation

What is the most common measurement approach to measuring self-concept? 100-point constant-sum scale likert items nominal variables semantic differential open-ended questions

semantic differential

A market researcher asked Adam to place an "X" on one of the seven spaces that are placed between several sets of adjectives that best represents how he sees himself on those two opposite adjectives. This is the most common approach to measuring self-concept and is known as Likert items. a 100-point constant-sum scale. nominal variables. semantic differentials. open-ended questions.

semantic differentials

With respect to advertising, __________ opinion leadership can involve presenting the results of surveys showing that a high percentage of either knowledgeable individuals or typical users recommend the brand. simulating stimulating parroting modeling faking

simulating

Richard is studying how various usage situations influence the consumption of his company's products. He conducted qualitative analyses (i.e., focus group discussions and depth interviews) as well as surveyed a larger sample of consumers to better understand and quantify how products are used and the benefits sought in the usage situation by the market segment. Richard is performing the first two steps in an approach to develop geographically-based marketing strategies. situation-based marketing strategies. demographically-based marketing strategies. momentary conditions. hedonic purchase situations.

situation-based marketing strategies

All those factors particular to a time and place that do not follow from knowledge of the stable attributes of the consumer and the stimulus and that have an effect on current behavior are known as motivational influence. consumption triggers. motivators. consumption influencers. situational influence.

situational influence

Radian6 is a leader in the field of consumer problem discovery. social media measurement. focus group moderating. social media measurement and consumer problem discovery. product development.

social media measurement and consumer problem discovery.

Mimi is a teenager and wants to be accepted by her friends. In fact, she might act a certain way not because she really wants to, but rather, she does it because others around her are doing it. The influence these others have on Mimi represent which situational characteristic? temporal perspective task definition physical surroundings antecedent states social surroundings

social surroundings

The other individuals present in the particular situation are referred to as the servicescape. store atmosphere. social surroundings. temporal perspective. physical surroundings.

social surroundings

Which of the following is a global lifestyle segment identified by Experian's Mosaic Global system? Innovators Young & Rustic Sophisticated Singles Young Digerati Low Income Experiencers

sophisticated singles

with respect to advertising, _____________ can involve themes designed to encourage current owners to talk about the brand or prospective owners to ask current owners for their impressions slice of life parroting modeling simulating stimulating

stimulating

Many of you have probably heard of Banana Republic retail stores and perhaps have shopped there. Many of you may not know that the store used to look much different than it does today. It used to be more like an adventure, and the merchandise assortment was more appropriate for a safari. If you've ever seen an Indiana Jones movie, you can get a pretty good idea of what Banana Republic used to look like. The stores would have a jeep in the store, camouflage netting, and music from the 1940s playing. The inside had wooden beams and maps hung on the wall that looked like treasure maps. Much of the merchandise was accompanied by a sign that had a tale of some adventure associated with it. These physical features of the retail environment are referred to as the merchandising mix. retail ambiance. store atmosphere. retail surroundings. store situation.

store atmosphere

The sum of all the physical features of a retail environment is referred to as the retail surroundings. merchandising mix. store atmosphere. store situation. retail ambiance.

store atmosphere

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

stringent product liability laws

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

strivers

Effective quality control and distribution and package inserts that assure the consumer of the wisdom of their purchase are attempts at responding to consumer problems. suppressing problem recognition. diverting consumers' attention away from problems. helping consumers recognize problems. discovering consumer problems.

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. effort costs. balancing costs. incurred costs. committed costs.

switching costs

The costs of finding, evaluating, and adopting another solution are known as balancing costs. effort costs. incurred costs. switching costs. committed costs.

switching costs

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. physical surroundings antecedent state task definition temporal perspective None of these choices are correct.

task definition

Mark is developing the marketing strategy for his business, which is a retail store. He knows that situation characteristics will interact with his marketing activity. Which of the following is a situation characteristic he needs to consider? social class attitudes lifestyle task definition All of these choices are correct.

task definition

Stacy is shopping to purchase new linens for her guest room. Which situational characteristic is influencing her behavior? temporal perspective social surroundings physical surroundings task definition antecedent states

task definition

Which of the following is not a consumption response? alternative evaluation disposition task definition purchase problem recognition

task definition

Which of the following is not an individual characteristic influencing consumer behavior? motivation social class culture task definition attitudes

task definition

One aspect of purchasing from QVC, one of the cable shopping channels on television, is that the "offer" will expire within a certain amount of time, creating a sense of urgency among consumers. Teresa watches this channel frequently, and admitted that this aspect of the situation does influence her decision to buy something. Which characteristic of the situation is influencing Teresa and others' behavior? social surroundings temporal perspective task definition antecedent states physical surroundings

temporal perspective

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? temporal perspective antecedent state physical features social surroundings task definition

temporal perspective

Which of the following is a situational characteristic? product package social class temporal perspective demographics

temporal perspective

Which situational characteristic deals with the effect of time on consumer behavior? social surroundings physical surroundings antecedent states temporal perspective task definition

temporal perspective

A completely nominal decision does not even include consideration of information. the "do not purchase" alternative. purchase evaluation. problem recognition. All of these choices are correct.

the "do not purchase" alternative.

Which of the following drives problem recognition? others' perception of an individual's actual state objective reality of the consumer's actual state the consumer's perception of the actual state the amount of information available the number of alternatives from which to choice

the consumer's perception of the actual state

Which of the following is not an appropriate condition to attempt to influence generic problem recognition? It is early in the product life cycle. The firm has a small percentage of the market. External search after problem recognition is apt to be limited. It is an industry-wide cooperative effort. All of these choices are appropriate conditions to attempt to influence generic problem recognition.

the firm has a small percentage of the market

The level of one's desire to resolve a particular problem depends on which factors? the degree of brand loyalty and the amount of time required to make a decision the length of time required to make a decision and the level of purchase involvement the magnitude of the discrepancy between the desired and actual states and the relative importance of the problem the consumer's perception of his or her actual state and the desired state the direction of the discrepancy between the desired and actual states and the relative importance of the purchase

the magnitude of the discrepancy between the desired and actual states and the relative importance of the problem

Whether or not a new idea, practice, or product is an innovation is determined by statements made by a celebrity spokesperson. the perception of the potential market. product demonstration in an infomercial. an objective measure of technological change. packaging that states "new and improved".

the perception of the potential market

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? as an expression of loving and caring it is a ritualized consumption experience it is a business requirement social expectations to elicit a return favor

to elicit a return favor

With respect to the specific lifestyle scheme developed by Porsche, which segment of consumers is ambitious and driven, values power and control, and expects to be noticed? Elitists Top Guns Fantasists Proud Patrons Bon Vivants

top guns

Determining how products are currently used across situations can help the marketer develop appropriate advertising and positioning strategies. true false

true

For many products and services, there are wide variations in profitability across customers. true false

true

Individuals tend to comply with group expectations, particularly when the behavior is visible. true false

true

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

true

PRIZM organizes its 68 individual segments into broader social and life stage groups. true false

true

Post Industrial Survivors are a global lifestyle segment whose members are slow to adopt innovative products and take few vacations. true false

true

Problem recognition is the result of a discrepancy between a desired state and an actual state that is sufficient to arouse and activate the decision process. true false

true

Reference group influence can take three forms: informative, normative, and identification. true or false

true

Self-image congruity is likely to matter more when the situation involves public or conspicuous consumption. true false

true

The VALS segment known as Survivors are primarily concerned about safety and security. true false

true

The more the purchase and use of an innovation are consistent with the individual's and group's values or beliefs, the more rapid the diffusion. True or False

true

The technology segment labeled Wizards consists of consumers driven by desire for new technology as a means for improving all aspects of life. true false

true

The tendency of an owner to evaluate an object more favorably than a nonowner is known as the mere ownership effect. true false

true

The terms psychographics and lifestyles are frequently used interchangeably. true false

true

Variety-seeking behavior is a challenge to marketers because it means the consumers switch brands for reasons beyond a company's control. true false

true

Young Digerati, Networked Neighbors, and Golden Ponds are examples of PRIZM segments. true false

true

if a customer is dissatisfied with a company's product, the company would prefer that he or she complains to the company. true false

true

The process of one person receiving information from the mass media or other sources and passing it on to others is known as the multistep flow of communication. one-step flow of communication. impersonal/personal flow of communication. direct flow of communication. two-step flow of communication.

two step flow of communication

Which of the following is a major PRIZM social group? urban family life mature years younger years All of these choices are correct.

urban

Which following PRIZM factor is determined by population density, relates to where people live, and is strongly related to the lifestyles people lead? urbanization life stage geodemographics consensus ethnicity

urbanization

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? communication usage purchase disposition All of these choices are correct.

usage

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 prefactual thinking. counterfactual thinking. extended use thinking. usage expansion. use innovativeness.

use innovativeness

Using WD-40 as an additive to fish bait is an example of extended use thinking. use innovativeness. usage expansion. prefactual thinking. counterfeit thinking.

use innovativeness

Using a product in a new way is referred to as use innovativeness. usage expansion. counterfactual thinking. prefactual thinking. extended use thinking.

use innovativeness

Normative influence is sometimes referred to as __________ influence. value-expressive coercive utilitarian conformist functional

utilitarian

Rachel is going to the mall to purchase a wedding gift for a coworker. Based on research, which type of product is she likely to buy? inexpensive expressive expensive utilitarian hedonic

utilitarian

One study found that wedding gifts tend to be __________ while birthday gifts tend to be__________. Multiple Choice large; small fun; utilitarian utilitarian; fun Correct inexpensive; expensive expensive; inexpensive

utilitarian; fun

Identification influence is also called __________ influence. normative value-expressive affective utilitarian informational

value-expressive

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? brand-switching variety-seeking extended search entertainment limited search

variety-seeking

Which of the following is an online "pass-it-along" strategy? online guides dispersion e-gossip blogs viral marketing

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? security and privacy fulfillment and reliability customer service website design and interaction All of these choices are correct.

website design and interaction

In which of the following consumption situations will a reference group's influence be strongest? when the product is a necessity when the reference group is large when the use of the product or brand is visible to the group when the consumer is confident in the purchase situation when the individual's commitment to the group is low

when the use of the product or brand is visible to the group

Ronald is dissatisfied with a product he has bought. What is the first decision Ronald will make with regard to his dissatisfying situation? whether or not to stop buying that brand whether or not to complain to a government agency whether or not to take any external action whether or not to initiate legal action whether to complain to the store or to the manufacturer

whether or not to take any external action

What is the first decision a dissatisfied customer will make? whether or not to initiate legal action whether to complain to the store or to the manufacturer whether or not to stop buying that brand whether or not to take any external action whether or not to complain to a government agency

whether or not to take any external action

Even if a dissatisfied consumer takes no external action, which of the following is likely? will engage in negative work-of-mouth will stop buying that brand will have a less favorable attitude toward the store or brand will stop buying at that store All of these choices are correct.

will have a less favorable attitude toward the store or brand

Which segment of Experian online shoppers is driven by the desire for new technology as a means for improving all aspects of life? Novices Journeymen Wizards Apprentices Minimalists

wizards

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

wizards

Which type of communication involves individuals sharing information with other individuals in a verbal form including face-to-face, phone, and the Internet? impersonal word-of-mouth mass advertising two-step multistep

word of mouth

Carl is middle age and single. He has a high school education and works at a hotel as a desk clerk. He lives in a tiny apartment. Even though he doesn't have a high income, he tries to live an active life attending sporting events, and sometimes he brings a date with him. To which PRIZM group does Carl belong? Big Fish, Small Pond Young Digerati Minimalists Bohemian Mix Young & Rustic

young and rustic