consumer behavior

Which of the following questions would be LEAST likely to appear on a questionnaire designed to determine consumer confidence?

"Are you happy with your wife (husband)?"

Although teenagers do not have the income of older consumers, they are still an attractive market based on income. Why?

Teenagers don't have the income of adults, but it is almost all discretionary, meaning that they can spend it as they see fit.

The average American's standard of living continues to improve. These income shifts are linked to two key factors: ________.

a shift in women's roles and increases in educational attainment

The field of ________ is concerned with the "human" side of economic decisions (including the biases in decision making).

behavioral economics

A store environment that has been made to resemble a living room where customers can relax, hang out with friends, or even learn is referred to as a(n) ________.

being space

The __________ a group is, the more likely members are to engage in social loafing.

bigger

The importance of weak ties in a social system is demonstrated by their ________.

bridging function

Which of the following is an unpleasant psychological state?

crowding

According to the ________, a product that is promoted as being better than it really is will create problems with customers even if its innate quality is already high.

expectancy disconfirmation model

Which of the following is considered a limitation of e-commerce?

expensive to order and then return

A ______ is an actual or imaginary individual or group conceived of having significant relevance upon an individuals evaluations, aspirations, or behavior.

referene group

If a consumer admires the qualities of another person and copies his or her behaviors, the person that copied is said to have _______ power.

referent

In general, advertising is more effective when it ________ than when it ________.

reinforces our existing product preferences; tries to create new product preferences

According to the ________ perspective, under the right circumstances a group of people is smarter than the smartest people within the group.

wisdom of crowds

Product information that is transmitted by individuals to individuals is called ________.

word of mouth

What modern American ceremony would come closest in intent to a Native American potlatch?

a marriage

Simtec believes in supplying the highest quality in engineering equipment and controls. To make sure that its products fit the needs of its consumers, the company sends researchers into the field to examine consumer needs and to see exactly how consumers use equipment to solve problems. The company then follows up with phone calls and emails to provide clients with information about what has been seen on the job site. With respect to TQM, Simtec is following a practice called ________.

"going to the gemba"

Which of the following is the best example of a utilitarian shopping motive?

A consumer shops to efficiently purchase groceries for the week.

Amanda thought she had been cheated by a local car dealership. She was so upset that she created a Web site to share her story with the world. What is the most likely result of Amanda's action?

Amanda's Web site will decrease the credibility of the dealership's ads and will influence potential buyers to stay away from the dealership.

Jason is a marketing researcher working for a client who believes that social class will be an important segmenting device. Jason decides to find social class categories by simply asking respondents to pick their own category. Which of the following best supports Jason's approach?

American consumers generally have little difficulty accurately placing themselves in the lower-middle class or middle class.

In general, people from which of the following cultures have typically been shown to wait the most patiently while standing in a long line?

Asian

________ is the conscious designing of retail space and its various dimensions to evoke certain effects in buyers

Atmospherics

Psychologists use the term homogamy to describe "assortative mating." Which of the following phrases is the best illustration of homogamy?

Birds of a feather flock together.

What do social loafing and decision polarization have in common?

Both are examples of how individuals and groups of people behave differently within larger groups than they would behave as individuals.

________ income is the money available to a household over and above that required for a comfortable standard of living.

Discretionary

George wants to increase impulse purchases in his store. Which of the following promotional strategies would be most effective for George to use?

He should place point-of-purchase displays close to the items that he wants to market.

Mr. Patterson is 57 years old. His annual household income is $500,000. He has been married to the same woman most of his adult life. He doesn't spend much on clothing. According to research, how is Mr. Patterson different from the typical American millionaire?

His household income is greater.

Which of the following cultures is likely to see time as cyclic?

Hispanic

Which of the following statements most accurately defines homophily?

Homophily is the degree to which a pair of individuals is similar in terms of education, social status, and beliefs

Which of the following theorists is best known for arguing that an individual's relationship to the means of production determines his position in society?

Karl Marx

________ defines a pattern of consumption reflecting a person's choices on how he or she spends their time and money.

Lifestyle

According to a classic view of the American class structure, the newer social elites, drawn from current professionals, belong to which of the following social class categories?

Lower-Upper

A coupon-dispensing machine in a grocery aisle and an employee handing out free samples of a new product are both examples of ________.

POP stimuli

Propinquity is a factor that is related to the power of a reference group. How will it influence the relative power between a membership group and an avoidance group?

Propinquity should make membership groups much stronger than avoidance groups.

Mindi heard that rubbing olive oil on her feet would help her to avoid the painful cracks that sometimes appear on her heels. Mindi is no foot expert, but she is willing to try this remedy on the off-chance that it might work. Which of the following would best explain Mindi's response to word-of-mouth information?

She is unfamiliar with the product and is therefore likely to be persuaded by word-of-mouth information.

________ refers to the passage of individuals from one social class to another.

Social mobility

A study was conducted in different countries measuring how fast people walk and how long it takes postal workers to sell a stamp. Based on this research, the fastest country in the world was found to be ________.

Switzerland

________ are wealthy individuals who are likely to suffer from status anxiety, trying to display symbols of their success to make up for an internal lack of assurance about the "correct" way to behave.

The nouveau riche

The lower classes use more restrictive codes than do the upper classes. How does this knowledge change the way insurance might be sold to a working-class man compared to an upper-class man?

The promotion to the working-class man should emphasize his immediate satisfaction in knowing that his family will be cared for, while the upper-class promotion should emphasize the long-term consequences of the choice.

Which of the following is NOT a reason cited by your text that marketers have failed to use social class information as effectively as they could?

They have ignored the impact of technology on social class.

Wynona was impulsive. Her friends accused her of being calculating, but she thought of herself as simply an analytical thinker. She wanted what she wanted and tomorrow could take care of itself. Researchers would classify her as being a hedonic variety-seeker. Which of the following time metaphors would best capture Wynona's perspective of time?

Time is a feast.

A study found that women who engage in extensive information search and comparison shopping were most likely to select which of the following metaphors to express their perspective of time?

Time is a map.

________ refers to the strategy of getting visitors to a Web site to forward information on the site to their friends in order to make still more consumers aware of a product.

Viral marketing

Social networking is an integral part of what many call ________, which is characterized by interactive platforms that foster the creation of communities.

Web 2.0

A person who receives rewards and status because of his hard work is said to have ________ status.

achieved

Richard worked very hard on his grades and worked after school part time to be able to afford tutors to help him advance his education. When he was named number one in his class, he earned a certain status. The best term to describe the form of status that Richard earned is ________.

achieved status

In a(n) ________, consumers participate in the production of the products or services they buy.

activity store

Which of the following is an example of utilitarian influence?

an individuals decision to purchase a particular brand is influenced by the preferences of family members

Which of the following is an example of a new kind of avoidance group that has grown in popularity through the Web?

antibrand communiites

A person who is born into a rich, powerful family (i.e., "She was born with a silver spoon in her mouth") is said to have ________ status.

ascribed

In school, it always seemed as if Kenneth got all the breaks. He had access to all the right resources, such as special privileges, fancy cars, a large allowance, and dates with all the beautiful girls. Even at work, he was put on the fast track and got promoted early to a high-prestige job. It seemed as if Kenneth was artificially ranked higher than others. The process that best describes what happened to Kenneth is called ________.

ascribed status or the "silver spoon" syndrome

Fred Johnson has worked hard all of his life to make a decent living for himself and his family. However, in recent years he has become obsessed with a fear of being ruined, either because of losing his job or losing all of his savings. According to clinical psychologists, Fred Johnson's fear of being ruined is equated to which of the following phobias?

atephobia

Julie Morgan loves to go into Springer's Old Country Gifts. It always smells like a field of spring flowers. The lighting gives all the products a warm glow, and the mood music is just perfect for casual browsing. After her visit to the store, Julie is always in a better mood. Springer's Old Country Gifts has attracted Julie with its ________.

atmospherics

The pressure to conform that escalates as more and more group members "cave in" is called the _______ effect.

bandwaggon

Jason loves to go to Borders Bookstore in the evening. In addition to looking at books, he is able to meet interesting people in the store's coffeehouse, where local artists perform soft jazz. Because the other consumers in Borders might affect Jason's purchases, we call them ________.

co-consumers

Others who are present in a consumer's physical and social environment when purchases are made are called ________.

co-consumers

Kimberly has been contacted eight times in the last week by a pushy telemarketer. She made the mistake of showing some interest in the product being sold and has not had much luck in getting rid of the caller. Which of the following forms of power is being exercised by the telemarketer?

coercive power

According to the principle of least interest, the person who is least ______ has the most power in a relationship.

committed to staying in the relationship

Phillipe is a member of a small Harley-Davidson motorcycle club. They meet once a week to ride and talk about their bikes. This club might exert a ________ influence on Phillipe as he decides which model of bike to buy for his girlfriend.

comparative

The ______ influence is the reference group influence that helps the consumer make decisions about specific brands or activities.

comparative

Product ________ occurs when the symbolic meanings of different products are related to one another.

complementarity

Harry was the lead singer in a band that hit it big. For his birthday, Harry had two hundred friends flown in chartered jets to a private island in the South Pacific. They ate the most expensive food, and every morning the bungalows were burned to the ground and rebuilt for the next night. Harry's party is a good example of ________.

conspicuous consumption

Which of the following is considered a postpurchase process?

consumer satisfaction

Meagan is planning her wedding and wants everything to be just right, from the invitations and table settings to the ceremony and music selections. Because she feels overwhelmed by all of the information to sort through and the choices to make, she hires a wedding planner to make many of the decisions and purchases for her. Meagan's wedding planner is best described as a(n) ________.

consumer surrogate

Every summer, thousands of bikers converge on Sturgis, South Dakota, filling up every campground, motel, and hotel within miles of the city. This annual meeting is an example of a gathering of a(n) ________.

consumer tribe

Consumers use a set of products called a(n) ________ to define, communicate, and perform social roles.

consumption constellation

A ________ includes a buyer, a seller, a product or service and other factors, such as how the physical environment makes one feel.

consumption situation

Evan was an aggressive, rich, and determined businessman originally from a working class family. He had become wealthier than he had ever imagined by buying and selling other businesses. Evan seemingly could do anything until he tried a hostile takeover of an established bank owned by several prestigious families. When his bid failed, Evan said, "I always knew there was an elite, but up to now I thought I was a part of it." What type of capital was Evan lacking?

cultural

When members of a group come together with a certain attitude, that attitude becomes more extreme after the group discusses it. The effect is called ________.

decision polarization

Home shopping parties may activate the risky shift or _______, in which the individual at the party may get so caught up in the party spirit that he orders products that he would normally not purchase.

deindividuation

One of the chief causes of the phenomenon of the risky shift effect is ________.

diffusion of responsibility

Sixteen-year-old Michael wanted a car. One evening while his father was paying bills, Michael looked over his father's shoulder and saw how much money had been placed in the checking account. He whistled. "I thought you said that you didn't have enough money to buy me a used car. In just one month you could buy me the car I want." Michael's father then gave him a lecture on the differences between income and what is left after money is spent on utilities, mortgages, insurance premiums, and food. "Total income," his father said, "is not the same as ________ income, the source from which your unnecessary car would have to come."

discretionary

The steps that consumers practice to gradually distance themselves from things they treasure so that they can sell, recycle, or dispose of them are called ________.

divestment rituals

Fred has been a farmer all his life. He inherited the family farm when he was 35, but that was twenty years ago. It looks like he is going to lose the farm and have to take a manual labor job in the city to support his family. What form of mobility best describes Fred's position?

downward mobility

One of the most important in-store factors is the salesperson. This influence can be understood in terms of ________ theory, which stresses that each participant gives something to the other and hopes to receive something in return.

exchange

The opinion leader referred to as a(n) _______ is actively involved in transmitting marketplace information of all types.

market maven

Young teenagers who conform to group pressure because the believe they will be punished by the group for non conforming behaviors are motivated by _______.

fear of deviance

People who live off others' discards to make a political statement against corporations and consumerism are called ________.

freegans

Which of the following refers to consumers who refuse to sacrifice style but who achieve that style on a budget?

frugalistas

The Japanese believe that successful total quality management can be achieved by going to the one true source of information called the ________.

gemba

Recent research on opinion leadership has called into question the traditional view that there is such a thing as a ________ opinion leader.

generalized

Chet meets each Wednesday night at his local bookstore with a small group of computer enthusiasts. The group calls itself X-Hackers because at one time all of these select members were hackers. Today, members of the group have similar values and have pledged to stop computer hacking. Which of the following membership group factors best describes what brings this group together?

group cohesiveness

Angela belongs to a film club that selects and views classic movies once a month. Angela wouldn't watch a vampire movie on her own, but is happy to watch the classic vampire film with the group that almost all of the other group members voted to see. This example demonstrates which factor of conformity?

group unanimity

Sam and Jackson have just returned from a Houston Astros game at the new Astros ballpark. The ballpark really impressed them. What really caught their attention, however, was the unique way that Coca-Cola sold its products. There were roving teams of "Cola Buddies" moving throughout the crowd during the game. These teams were passing out "free coupons" for Cokes, souvenir cups, dugout passes, and free tickets to next week's game. Sam and Jackson will always remember how great their day at the ballpark was and will certainly choose Coca-Cola when given the opportunity. This is an example of which of the following communication strategies?

guerrilla marketing

Pierre Bourdieu concluded that "taste" is a ________ that causes consumption preferences to cluster together.

habitus

According to the text, shopping is an activity that can be performed for either utilitarian or ________ reasons.

hedonic

Vance comes from the lower-upper class, while Jeff comes from the lower-middle class. They are both madly in love with Julia, who is beautiful enough to do part-time modeling. According to the principle of ________, Julia is most likely to be attracted to Vance.

hierogamy

We tend to marry people in a similar social class to our own. Sociologists call this ________, or assortative mating.

homogamy

Sandra Jackson decided to become a nurse after several years as an elementary teacher. She still wanted to help people; she just wanted to do it differently. Sandra's case is an example of which of the following?

horizontal mobility

In advertising terms, a(n) ________ refers to a view or exposure to an advertising message.

impression

Steven has an urge to buy a Dove ice cream bar when he enters the neighborhood convenience store. What would be the best term to describe Steven's buying situation?

impulse buying

Tara was shopping for a new pair of shoes for work. The salesperson was very helpful and friendly, bringing Tara some styles she hadn't thought to try on but that she ended up really liking. Noticing Tara's University of Wisconsin tee-shirt, the salesperson said that she was a student there. After talking, they discovered that they had lived in the same dormitory, just a few years apart. Tara ended up buying three pairs of shoes rather than the one pair she had planned on. Tara's experience shows the effect of ________.

incidental similarity

Jack works for the state government. The state is concerned because the receipts from sales taxes are much lower than the projections, even though the projections of population, salaries, and unemployment have been right on target. Jack does a detailed study and finds that much of the underestimation of sales tax revenue is most likely due to ________.

increased lateral cycling in an underground economy

Which form of reference group influence is most associated with the following situation? Carl knows that Bert has had experience with various types of motor oils because Bert is a mechanic for a large Cadillac dealership. Carl asks Bert to compare his brand against Quaker State. Bert tells Carl that Quaker State can't be beat for performance and durability.

information influence

Social analyst Thorstein Veblen believed that we buy things to create ________. This means we use our purchases to inspire envy in others through our display of wealth or power.

invidious distinction

The day reconstruction method requires a respondent to ________.

keep a diary of everything he or she did during the day

Innovative merchants have turned to retail theming to provide new ways to stimulate and encourage consumers during their shopping experience. A retailer that uses a simulated outdoor environment (such as a fishing pond with real fish) to attract outdoor enthusiasts to the retail store is using a ________ theme.

landscape

During ________, one consumer exchanges something she owns with someone else for something the other person owns.

lateral cycling

If a fireman told you to leave your apartment, you would comply because the fireman has ________ power.

legitimate

Which of the following is NOT one of three basic themes of complaint Web sites recently identified in a study of such Web sites?

legitmacy

Mary Jo has been on a roll. She made straight "A's" in school, was elected to the Student Senate, found a new boyfriend, and discovered that she will be getting a new car in about two weeks. Based on information found in the text, these positive occurrences will have an impact on Mary Jo; therefore, when Mary Jo reads and processes ads in her favorite magazines, she will process the ads with ________.

less elaboration

The ________ marketing perspective recognizes that people sort themselves into groups on the basis of the things they like to do, how they like to spend their leisure time, and how they choose to spend their disposable income.

lifestyle

The perception of time is different in different cultures. It would likely be most accepted for employees to be paid by the hour in a culture with which of the following perceptions of time?

linear time

Social class is a strong predictor of purchases that have symbolic aspects, but low to moderate prices. Which of the following is the best example of a product with those characteristics?

liquor

If Bob's Plumbing inflates the time it will take for a plumber to visit, then has the plumber arrive a day earlier, the customer will be suitably impressed. This is a technique that emphasizes the use of ________.

managing expectations

The hundreds of millions of consumers around the world who can now afford higher quality products belong to the ________.

mass class

Consumers who participate in social networking are more likely to consider themselves as ________ than are those who do not use online social networks.

media broadcasters

A group composed of people that the consumer actually knows is called a(an) ________.

membership

Political candidates who get the most media exposure are more likely to win an election because of the effect of ________ in determining one's set of referents.

mere exposure

A hotel chain installed mirrors near the elevator banks after receiving many complaints from guests about how long they had to wait for an elevator to arrive. The hotel was trying to ________.

minimize psychological waiting time

Within groups, informational rules of behavior are called ________.

norms

If a social researcher wanted to investigate social status in a small city, her best choice for a questionnaire would be one that included questions or observations on education, area of residence, total family income per year, and ________.

occupation prestige level of household head

If the super rich bought "shredded Levi's jeans" to wear to formal parties, they would be exhibiting a sophisticated form of conspicuous consumption known as ________.

parody display

With respect to social organization, some barnyard animals exhibit signs of a dominance-submission hierarchy. Which of the following terms best communicates such a hierarchy?

pecking order

Two dimensions of emotional states determine if a shopper will react positively or negatively to a consumption environment. These two dimensions are best described as being ________.

pleasure and arousal

A ________ orientation dimension distinguishes between people who prefer to do one thing at a time and those who have multitasking timestyles.

polychronic

Sharon noticed that many of her high-end, outdoor spa customers drive Volvos, a luxury car known for its safety record and high performance. Which of the following terms best illustrates what Sharon has observed in her customers?

product complementarity

According to the consumer behavior model presented in the text, the ________ includes the shopping experience, point-of-purchase stimuli, and sales interactions.

purchase environment

Which of the following best identifies what consumers primarily look for in products?

quality and value

The psychological dimension of time or how it is experienced is an important factor in what mathematical study?

queuing or queuing theory

The aim of total quality management is to ________ and increase quality.

reduce errors

Jeff had collected a nice wardrobe before graduating from college. All of his friends considered him "well dressed." After the first day at his new job, however, Jeff immediately went out and replaced most of his clothes with what was considered to be professional dress clothing. Jeff had just experienced the power of a new ________.

reference group

Jeremy liked to gamble. He and his friends would travel several times a month to a local casino. If Jeremy could not find someone to travel with, he would go by himself. He noticed after a few months that he wagered more when he was with his friends than when he was alone. Jeremy's behavior is an example of ________.

risky shift

Consumers who are confident in themselves and do not seek peer approval for their behaviors are said to be ________.

role-relaxed

A marketing manager who wants to identify opinion leaders for her product category should do which of the following?

she should find socially active person who are intensely interested in the product category

The capacity to alter the actions of others is referred to as ________ power.

social

Which dimension of psychological time includes the categorization of "time for me"?

social dimension

Amos always felt that it was unfair that society created artificial divisions that discouraged him from having friends from different social structures. Which of the following terms describes the process that Amos is having difficulty with?

social stratification

The phenomenon called ________ refers to the creation of artificial divisions in a society.

social stratification

Several research methods are used to study reference groups and opinion leadership. ________ methods trace communication patterns among members of a group. These techniques allow researchers to systematically map out the interactions that take place among group members.

sociometric

Consumers who are ________ love buying everything in sight.

spendthrifts

Trisha grew up in a drug-ridden inner city neighborhood. Through sheer determination and intelligence, Trisha is now a medical doctor teaching on the staff of a large university hospital. Trisha is proud of what she has accomplished, but sometimes she feels like she isn't quite sure who she really is. The concept of ________ assesses the impact of such inconsistencies.

status crystallization

Most groups exhibit a structure called a ________ in which some members are somehow better off than others.

status hierarchy

A Rolls-Royce, a Cartier diamond, and an Andy Warhol painting are all items bought and displayed as markers of social class. These products are ________.

status symbols

A(n) _______ is a marketing intermediary retained by a consumer to guide what that consumer buys.

surrogate consumer

When people are differentiated in terms of their aesthetic and intellectual preferences, a ________ concept is being applied.

taste culture

Jason remembers that the last time he bought a store brand trashcan, it fell apart in about two months. Without even looking at the store brand on this shopping trip, Jason buys a national brand for a little more cash. Which of the following models most accurately reflects Jason's behavior?

the expectancy disconfirmation model

Stephanie loves flea markets and garage sales. She spends most of her Saturday mornings going from one to another. About once a month, she holds her own garage sale just to get rid of some of the items she purchased during the month. Stephanie is actively engaged in ________.

the underground economy

What is guerrilla marketing?

the use of promotions that rely on unconventional locations and strategies to build buzz

A sociometric network analysis is likely to study all of the following except which one?

the use of surrogate consumers

Sergio thought he was cheated by the owners of a small business from which he bought part of his retail supplies. He wrote a warning on the Internet and posted it on every consumer advocate site that would accept it. Sergio is taking what course of action with his discontent?

third-party response

Most Americans will state that they are always rushed for time even though many people have opportunities for leisure. This perception is referred to as ________.

time poverty

When Maria began work again after having a child, she was surprised at how much more she had to do. Before she had her child, she only had to take care of her husband and herself—now she has a baby! She just never seems to have enough time to please everyone and get her work done. Which of the following terms is most closely associated with Maria's dilemma?

time poverty

A typical antecedent state that a consumer might experience as he or she approaches the purchase environment is ________.

time pressure

In-store shopping has become extremely important in today's highly competitive retail environment. It has been estimated that about ________ of supermarket purchases are decided in the aisles as consumers shop.

two-thirds

A person in the middle class, but with an income at least 15 percent lower than the median for the middle class, would be known as a(n) ________ consumer.

underprivileged

Samuel is on his weekly trip through the grocery store. When he sees a jar of cinnamon in the spice aisle, he remembers that he is out of cinnamon. Cinnamon is not on his grocery list. Samuel has just experienced which of the following buying situations?

unplanned buying

According to the class structure outlined in the text, most business managers and university professors would be in the ________ class.

upper-middle

Reference groups influence us in three ways. These influences include informational, utilitarian, and ______ dimensions.

value expressive

The term affluenza refers to ________.

well-off consumers who are stressed or unhappy despite or even because of their wealth