1:12Quiz4Pt.3
Which of the following is an example of a nondurable good?
A bottle of water
Which of the following is an example of a durable good?
An air conditioner
A consumer with low satisfaction exhibits much more noticeable and persistent behavior than does an angry consumer.
F
Analysis of typical consumer responses to a direct, global measure scale indicates that the data are right skewed.
F
Consumer satisfaction is a preconsumption phenomenon.
F
Consumers who frame expectations based on what ought to happen show a greater tendency toward being satisfied relative to consumers who experience anticipatory hope.
F
Consumption frequency refers to the number of consumers consuming the same product or service in a given geographic location.
F
Durable goods are goods that are consumed over extremely short periods of time.
F
Emotions influence consumer behavior only after the consumption of a product or service.
F
Equitable expectations are expectations of what a consumer thinks should happen given past experiences with a product or service.
F
Equity theory proposes that consumers are satisfied with their own level of inputs and outcomes in an exchange and make no effort to compare them with that of another party.
F
Expectations about what a consumer thinks will actually occur during an experience are also known as normative expectations.
F
Expectations that a consumer forms regarding what he or she thinks should happen given the level of work that he or she has put into the experience are known as predictive expectations.
F
Initiatives that increase customer satisfaction always improve top-line performance.
F
Negative disconfirmation leads to consumer satisfaction by disconfirming negative expectations associated with the product.
F
Nondurable goods are consumed over a long duration.
F
Positive disconfirmation leads to consumer dissatisfaction by disconfirming the positive expectations associated with the product under consideration.
F
Satisfaction as an emotion is extremely strong and creates relatively strong behavioral reactions.
F
Satisfaction is the only postconsumption reaction that exists.
F
Services and experiences are usually classified as durable by default.
F
The consumption of synthetic experiences adds value over the consumption of authentic things particularly when the consumption environment contains high degrees of symbolism.
F
The locus element of the attribution theory involves judgments of whether the outcome was controllable or not.
F
Trashing cuts down on garbage while providing raw materials for other new products.
F
When expectations lack a strong degree of confidence, satisfaction is less strongly influenced by perceived performance.
F
With low involvement, high expectations will be associated directly with increased dissatisfaction, and low expectations will be associated directly with increased satisfaction.
F
A refrigerator is an example of a durable good.
T
A self-ascribed event occurs when a consumer blames himself or herself for a bad event.
T
An inequitable exchange can occur when a consumer believes that he or she has been taken advantage of by a company or when another customer has been treated more favorably.
T
Attribution theory focuses on explaining why a certain event has occurred.
T
Authenticity means something (including an experience) is real, genuine, and unique, and has a history or tradition.
T
Cognitive dissonance refers to lingering doubts about a decision that has already been made.
T
Consumer dissatisfaction can be defined as a mild, negative affective reaction resulting from an unfavorable appraisal of a consumption outcome.
T
Consumer refuse is any packaging that is no longer necessary for consumption to take place or, in some cases, the actual good that is no longer providing value to the consumer.
T
Consumer satisfaction is a mild, positive emotional state resulting from a favorable appraisal of a consumption outcome.
T
Desires are the level of a particular benefit that will lead to a valued end state.
T
Expectations are preconsumption beliefs concerning what will occur during an exchange and/or consumption of a product.
T
Hope is a fundamental emotion evoked by positive, anticipatory appraisals which signal uncertainty about a positive outcome.
T
Ideal expectations are expectations about what a consumer really wants to happen during an experience if everything were ideal.
T
If performance perceptions exactly match what was expected, neutral disconfirmation is said to occur.
T
Meaning transference begins with culture.
T
Packrats possess a lifestyle trait leading to a strong tendency toward retaining consumption-related possessions.
T
Research has indicated that when expectations are held with a strong degree of confidence, both disconfirmation and performance perceptions affect satisfaction.
T
Self-perception theory states that consumers are motivated to act in accordance with their attitudes and behaviors.
T
Service quality can be thought of as the overall goodness or badness of a service provided.
T
Service quality is often discussed as the difference between consumer expectations of different service aspects and the actual service that is delivered.
T
The basic disconfirmation model proposes that consumers enter into a consumption experience with predetermined cognitive expectations of consumption.
T
The confirmatory bias works in conjunction with the self-perception theory.
T
The process through which cultural meaning is transferred to a product and onto the consumer is called meaning transference.
T
The tendency for expectations to guide performance perceptions is called confirmatory bias.
T
The term distributive fairness refers to the way a consumer judges the outcomes of an exchange.
T
The term interactional fairness captures how fairly a consumer believes he/she is treated when dealing with service personnel in resolving some issue
T
When a consumer has no previous experience or expectation regarding a product, then perception directly influences satisfaction.
T
Automobiles and refrigerators are examples of _____ goods.
durable
Goods that are consumed over long periods of time are known as _____ goods.
durable
The number of times a product or service is consumed in a given time period is known as consumption _____.
frequency
The process through which cultural ideals or values are shifted into products and then to consumers is known as _____.
meaning transference
Goods that are consumed quickly are known as _____ goods.
nondurable
Services and experiences are usually classified as _____ by default.
nondurable
Soft drinks and facial tissues are examples of _____ goods.
nondurable