MKG 310 Exam 3
The "Service" dimension of store image includes all of the following EXCEPT _____.
all of the above are included
Which of the following is NOT a possible outcome once a consumer is satisfied?
all of the above are possible outcomes
Bob is searching the Internet for information on digital cameras, so he types in the words "digital camera" in Google. Which type of search is Bob conducting?
generic
Research has shown that most of the online search leading up to a purchase was _____.
generic
Which decision rule requires the consumer to rank the criteria in order of importance, and then the consumer selects the brand that performs best on the most important attribute?
lexicographic
Effective quality control and distribution and package inserts that assure the consumer of the wisdom of their purchase are attempts at _____.
suppressing problem recognition
Which online shopping segments found by Experian is 10 percent more likely on average to have shopped online in the past 12 months looking for good deals?
virtual shoppers
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 take any external action
What is the first decision a dissatisfied customer will make?
whether or not to take any external action
Even if a dissatisfied consumer takes no external action, which of the following is likely?
will have a less favorable attitude toward the store or brand
Freddy is purchasing a new car, and he has decided that gas mileage, price, reliability, and styling are important to him. These attributes represent Freddy's _____.
evaluative criteria
Nancy usually considers price and quality when she has to make a major purchase, such as an appliance or an automobile. These two features represent Nancy's _____.
evaluative criteria
The desired features or characteristics required to meet a consumer's needs are his or her _____.
evaluative criteria
The various dimensions, features, or benefits consumers look for in response to a specific problem are called _____.
evaluative criteria
Factors such as information quality, navigation, price, merchandise availability, purchase process, and order tracking are part of which dimension in online satisfaction and dissatisfaction?
website design and interaction
The brands or products one will evaluate for the solution of a particular consumer problem are called the _____.
evoked set
For which product are consumers more willing to travel longer distances to shop for?
wedding dress
Thomas is aware of several different brands of electric shavers, but he is only considering seriously three different brands. These three brands that Thomas is evaluating represent his _____.
evoked set
The purchase of products involves the risk that they may not perform as expected, causing which of the following to be high?
all of the above
The top categories of online spending include
all of the above
Which condition is appropriate to attempt to influence generic problem recognition?
all of the above
Which of the following affects consumers' retail outlet selection?
all of the above
Which of the following affects how important various criteria are for consumers?
all of the above
Which of the following factors influences the expected benefits and perceived costs of search?
all of the above
Which of the following is a concern marketing managers have related to problem recognition?
all of the above
Which of the following is a decision rule used by consumers?
all of the above
Which of the following is a key element of relationship marketing?
all of the above
Which of the following is a noncompensatory decision rule?
all of the above
Which of the following is a primary source of information available to consumers?
all of the above
Which of the following is a source of increased customer profitability over time?
all of the above
Which marketing strategy is similar to preference strategy but is complicated by the fact that the target market is not seeking information about the brand?
acceptance strategy
Which of the following is a variable that influences brand decisions inside a retail outlet?
all of the above
Which of the following is an alternative once a consumer has decided to get rid of a product?
all of the above
Which of the following is an approach to problem identification?
all of the above
Expenses associated with advertising, establishing a new account, and mailing catalogs are examples of _____.
acquisition costs
Customer complaints communicated directly to the company and no one else are important because
all of the above
Financial cost, time cost, and effort cost are examples of
all of the above
How has the internet changed consumers' ability to search for information?
all of the above
Omni-channel shoppers
all of the above
Which of the following is nonmarketing factor affecting problem recognition?
all of the above
Rational choice theory implicitly or explicitly assumes a number of things about consumer choice that are often not true, such as _____.
all of the above
The "Merchandise" dimension of store image includes _____.
all of the above
The probability of a consumer experiencing postpurchase dissonance, as well as the magnitude of such dissonance, is a function of which of the following?
all of the above
Which of the following is often used as a surrogate indicator of quality?
all of the above
Which of the following is true regarding the Internet as a source of information?
all of the above
Suzy is having her 6th birthday party at Club Libby Lu at a department store in the mall. She and six of her friends will get a complete "make-over" with glittery makeup and shiny extensions added to their hair. This is an example of which approach retailers are taking to improve the shopping experience?
"destination areas" within stores
Sarah just purchased some casual twill pants from L.L.Bean. When she was checking out, she was asked for her e-mail address. Below that box was a box that was checked that indicated she would like to receive promotion messages and have her information shared with similar marketers. She unchecked that box because she did not want to receive these promotional offers and did not want her information shared. This is an example of which approach online retailers are using to enhance consumers' control?
"opt in" approach
It is predicted that the total web-influenced in-store sales will be _____ in 2015.
$1,543 billion
Which of the following statements is true regarding active and inactive consumer problems?
Active problems require the marketer only to convince consumers that its brand is the superior solution.
The segment of mobile phone users who are older and not into mobility or technology is known as _____.
Basic planners
Given the following importance weights Price = 50, Quality = 40, and Ease of use = 10, which of the following computers would be chosen using a compensatory decision rule?
Compaq
Given attribute cutoffs of Price = 5, Quality = 5, and Weight = 4, which of the following would be chosen using the disjunctive decision rule?
Compaq and NEC would be considered further
Which of the following statements is FALSE regarding consumer decisions and the consumer decision process?
Consumer decisions are rational and functional; otherwise they do not involve decisions per se.
Which of the following is true regarding word-of-mouth (WOM)?
Consumer trust WOM more than many other sources
What has research revealed regarding consumers' variety-seeking behavior?
Consumers are more likely to become bored on sensory attributes such as taste.
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?
Decreasing the desirability of rejected alternatives.
Given the following minimum standards (cutoff points) Price = 3, Quality = 4, and Ease of use = 3, which of the following computers would be chosen using the conjunctive decision rule?
Dell
Which of the following is NOT a major issue marketers must deal with concerning the Internet's role in information search and decision making?
How can they get more consumers to use the Internet instead of seeking information from salespeople?
Which of the following is NOT an action a consumer may utilize to reduce dissonance?
Increase the importance of alternatives that were not considered in the purchase initially.
Which of the following is NOT a research finding regarding the Internet as an information source?
Roughly 30% of American adults use a search engine to research a product/service before buying it online.
Which of the following statements is FALSE regarding appropriate alternatives
Marketing strategy that focuses only on creating awareness is adequate.
The segment of mobile phone users who are younger, grew up with cell phones, and find a cell phone central to life is known as _____.
Mobirati
Which of the following statements is true regarding consumer choice processes?
Motivation, information availability, and situational factors interact to determine the likelihood that attitude-based choices are made.
Which of the following statements is FALSE regarding problem recognition?
Only when the desired state is greater than actual state will a problem exist
Which online shopping segment found by Experian is the highest catalog shopper?
Original Traditionalists
_____ continue to buy the same brand though they do not have an emotional attachment to it.
Repeat purchases
Which of the following statements is FALSE regarding Internet retailing?
Research has shown that consumers shop online for reasons different to those for shopping from catalogs.
Which of the following statements is FALSE regarding information search?
Searching for information is free
The segment of mobile phone users who are younger, feel communication is key, and that a mobile device helps them connect socially is known as _____.
Social connectors
Given the following information, which of the following compact disc players would be chosen using the lexicographic decision rule?
Sony
Given the following information, which of the following compact disc players would be chosen using the elimination-by-aspects decision rule?
Sony and Pioneer would be considered further
Which of the following is FALSE regarding the way in which disposition decisions can affect a firm's marketing strategy?
The United States is a completely throwaway society, and consumers are willing to purchase new products without concern for waste.
Which of the following drives problem recognition?
The consumer's perception of the actual state
Which of the following is NOT an appropriate condition to attempt to influence generic problem recognition?
The firm has a small percentage of the market.
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.
Procter & Gamble is the manufacturer of Pampers diapers. At one time, the price of a typical package of diapers was relatively high (i.e., over $12 a package). Due to the threat of store brands stealing market share because of their lower price, P&G decided to lower the price for Pampers. While most consumers noticed the price reduction because P&G promoted that fact, what most of them did not notice was that the number of diapers per package also decreased. However, the reduction was only one or two diapers per package. Which of the following best explains why consumers did not notice the reduction in the quantity?
The reduction in the quantity did not reach the level of a just noticeable difference.
Which of the following is FALSE regarding committed customers?
They are less likely to forgive an occasional product or service failure.
Which of the following is a description of the shopping orientation known as Enthusiastic Shoppers?
They enjoy the recreational and social aspects of shopping.
Which of the following is false regarding shopping cart abandonment?
Those who abandon carts cannot be reengaged
Which of the following is an example of a federal law passed to facilitate direct comparisons among alternatives?
Truth-in-Lending law
Which of the following is NOT a key decision for retailers considering price advertising?
What is the cost of the item compared to the total media cost?
Attribute-based choice requires _____.
a and b
Online shopping services, such as PriceGrabber.com assist consumers _____.
a and b
The top two barriers to Internet shopping are ______.
a and b
Radian6 is a leader in the field of ______.
a and d
Some companies attempt to initiate problem recognition through ______.
a and d
Emma noticed that she was almost out of gas, so she pulled into the nearest gas station and filled up her tank. Emma's decision on which gas to purchase is characterized by _____.
a low level of purchase involvement
A consumer decision requires information on which of the following?
a, b, and c
Before a marketing manager or public policy decision maker can develop a sound strategy to affect consumer decisions, he or she must determine _____.
a, b, and c
Disposition of the product or the product's container may occur _____ product use.
a, b, and c
Evaluative criteria can differ on which of the following?
a, b, and c
Which of the following is a type of consumer choice process?
a, b, and c
Which of the following is a type of consumer decision making discussed in your text?
a, b, and c
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?
active
Which type of consumer problem is one the consumer is aware of or will become aware of in the normal course of events?
active
What are the types of consumer problems?
active and inactive
Kim was participating in a group discussion centered on the participants' problems encountered while taking care of their hair. Which approach to problem identification is this
activity analysis
Which approach to problem identification focuses on a particular activity such as lawn maintenance?
activity analysis
A(n) _____ is the way an individual perceives his or her feelings and situation to be at the present time.
actual state
Bessie is at the grocery store and is trying to remember some of the things she needs to buy. She is in the cleaning products aisle looking at the floor cleaning products. She's pretty sure she has another bottle left at home, so she doesn't purchase another. Bessie's perception of her current situation regarding this product reflects her ____.
actual state
Which of the following is NOT an online shopper segment?
adventurous explorers
Amy is shopping for a dress to wear to a formal dance. She tried on several dresses, not even noticing the price of each. After about two hours of this, she tried one on and exclaimed, "This is it!" That particular dress was the one that she thought made her look fabulous, so she bought it. Which type of choice did Amy use to select this dress?
affective choice
Which of the following tends to be more holistic in nature, and the brand is not decomposed into distinct components that are evaluated separately from the whole?
affective choice
Dawn and her two daughters went to see Pride & Prejudice at the movie theater. They all loved the movie and came out saying "we're so glad she married Mr. Darcy!" This movie provided them with _____.
affective performance
The emotional response that owning or using the product or outlet provides is known as _____.
affective performance
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?
all of the above
According to the media consulting group, SmartReply, the best text message programs involve which of the following?
all of the above
Approaches to reduce online privacy concerns include
all of the above
Before a marketing manager or a public policy decision maker can develop a sound strategy to affect consumer decisions, he or she must determine all EXCEPT which of the following?
all of the above must be determined
Which of the following is NOT a reason consumers gave for why they don't like shopping in stores?
all of the above were reasons why consumers don't like shopping in stores
Thelma and Louise look forward to Saturday morning when they can drive to their local diner and have breakfast. They laugh at people who spend their weekends at the mall shopping. To which shopping orientation do Thelma and Louise belong?
apathetic shoppers
Which of the following is a segment of consumers indifferent to shopping?
apathetic shoppers
Bobbie bought a Dell computer because her brother has one, and he seems to be satisfied with it. She did not compare any other computers when making this choice. Which type of choice process did Bobbie use?
attitude-based choice
Which type of consumer choice process involves the use of general attitudes, summary impressions, intuitions, or heuristics, and no attribute-by-attribute comparisons are made at the time of choice?
attitude-based choice
Joseph is considering the purchase of a computer, and he is comparing brands on the basis of price, memory, speed, and reliability. He mentally ranks each alternative on these attributes and makes a selection based on these rankings. Joseph is using which type of choice process?
attribute-based choice
Which type of consumer choice process requires the knowledge of specific attributes at the time the choice is made, and it involves attribute-by-attribute comparisons across brands
attribute-based choice
All of the brands that a consumer thinks of as potential solutions are known as the _____.
awareness set
Karl and his wife are considering putting a built-in pool in their backyard. They were discussing who they could get to do it for them, and they realized they knew of five pool contractors in their city. These five pool contractors that they thought of as potential contractors for them represent their _____.
awareness set
A new brand of peanut butter cookies includes Hershey's Kisses chocolates on top. Which of the following is this new brand using in an attempt to gain from the quality associated with Hershey's chocolate?
brand alliance
All other things being equal, consumers tend to prefer _____.
larger retail outlets over smaller outlets
Higher perceived risk is associated with _____.
b and c
Which of the following is true regarding Internet shopping?
b and c
Which situation tends to increase perceived risk?
b and c
Which online environment option is a growing source of potential consumer feedback and input?
b, c, and d
Ben is interested in golf, so he visits several golf-related websites, such as the USGA and the PGA. Unbeknownst to him, his surfing behavior is being tracked, and it's no accident that he receives several banner ads for golf products and destinations. This is called _____.
behavioral targeting
_____ involves tracking consumer click patterns on a website and using that information to decide on banner ad placement.
behavioral targeting
The famous Pepsi challenge had consumers taste two brands of cola without letting them know the brand name of either. Which type of test is this?
blind tests
Which type of test enables the marketer to evaluate the functional characteristics of the product and to determine if an advantage over a particular competitor has been obtained without the contaminating, or halo, effects of the brand name or the firm's reputation?
blind tests
Which type of test is one in which the consumer is not aware of the product's brand name
blind tests
Services that aid consumers in their search and decision making on the Internet are known as _____.
bots
A limited capacity for processing information is known as _____.
bounded rationality
Duane is of average intelligence, and like most consumers, he cannot compare too many alternatives at one time. This limited capacity for processing information is known as _____.
bounded rationality
The fact that consumers have limited capacity for processing information is referred to as _____.
bounded rationality
For which type of firm has research shown that reducing the number of customers who leave by 5 percent resulted in the highest percentage increase in average profits per customer?
branch banks
Brad was out of soft drinks in his dorm room, so he went to the store and purchased Coke. This is the brand he always buys, and he would not even consider purchasing another brand. Which type of nominal decision does this illustrate?
brand loyal decision
Which type of nominal decision is characterized by a fairly high degree of product involvement but a low degree of purchase involvement?
brand loyal decision
Nominal decisions can be broken into which two distinct categories?
brand loyal decisions and repeat purchase decisions
Consumers who exhibit a positively biased behavior toward a specific brand are exhibiting _____.
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 loyalty
To determine which criteria are used by consumers in a specific product decision, the marketing researcher can utilize which two methods of measurement?
direct and indirect
Quaker introduced its "Quaker Oats to go" bar and marketed it as a healthy and convenient breakfast choice. Quaker's marketing message is designed to help the consumer to _________.
c and d
Which of the following shelf-based point-of-purchase materials provide the maximum lift in sales?
c and d
Which marketing strategies are appropriate for limited decision making?
capture strategy and intercept strategy
The term used to refer to turnover in a firm's customer base is _____.
churn
The percentage who click through a banner ad to the corporate website is known as _____.
click-through rate
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 _____.
commitment
Which of the following means that the consumer is enthusiastic about a particular brand and is somewhat immune to actions by competitors?
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 _____.
committed customer
Which type of customer has an emotional attachment to the brand or firm?
committed customer
Joanne is considering the purchase of a microwave oven and has four evaluative criteria. For each criterion, she has attached an importance weight ("W"), and each brand is evaluated on its performance on that criterion ("B"). Then a rating is calculated by summing the product of the B's and W's on a criterion for each brand, and the brand with the highest overall rating is chosen. Which type of decision rule is Joanne using?
compensatory
The multiattribute model is which type of decision rule?
compensatory
Which decision rule states that the brand that rates highest on the sum of the consumer's judgments of the relevant criteria will be chosen?
compensatory
Which of the following is NOT a type of consumer decision making discussed in your text?
complex decision making
Which of the following is NOT a decision rule used by consumers?
conjoint
Jamie was participating in a market research study regarding computers when he was presented with 24 different computers that varied on four criteria. He was asked to rank all 24 descriptions in terms of his preference for those combinations of features. Which approach to assess the relative importance Jamie places on evaluative criteria was this research using?
conjoint analysis
Which of the following is the most popular indirect measurement approach to measuring the relative importance of consumers' evaluative criteria?
conjoint analysis
n which type of indirect measurement approach to measuring the relative importance of consumers' evaluative criteria are consumers presented with several descriptions of alternatives and asked to rank all of them in terms of his or her preference for those combinations of features?
conjoint analysis
Conrad is considering the purchase of a laptop computer. He has decided that he will not spend more than $1200, the computer must weigh no more than 4 pounds, and battery life must last at least 4 hours. He has similar minimum requirements for a few other criteria he is using to evaluate alternatives. If an alternative does not meet ALL of these minimum requirements, he will not consider it further. Which decision rule is Conrad using?
conjunctive
Which decision rule establishes minimum required performance standards for each evaluative criterion and selects the first or all brands that meet or exceed these minimum standards?
conjunctive
The evoked set is also called the _____.
consideration set
Which of the following is the most common method of direct measurement of the relative importance of consumers' evaluative criteria?
constant sum scales
Experience, familiarity, social status, shopping orientation and product involvement are examples of which factor that influences the expected benefits and perceived costs of search?
consumer characteristics
Jon purchased an antique watch on eBay from another consumer. Which type of sale is this known as?
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
Pamela likes to sew because it relaxes her. To her, it's like therapy. For Pamela, sewing represents which type of motive?
consummatory motive
Which of the following motives are most likely in affective choices?
consummatory motives
Which type of motives underlie behaviors that are intrinsically rewarding to the individual involved?
consummatory motives
Negative emotions or guilt feelings aroused by the use of a product or a service are referred to as _____.
consumption guilt
Rebecca is a single woman in her 40s. She sold her Honda Civic and bought an Acura CSX, which is considerably more expensive. She was going to her brother's house with her mother, and she asked her mother to drive in her car instead of Rebecca's new one. She didn't want her brother to see that she had purchased an expensive car for herself. Rebecca was experiencing _____.
consumption guilt
Which of the following is the major reason consumers give for shopping online?
convenience
Which of the following components represent the service dimension of a store's image?
layaway
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
Which of the following factors is the MOST likely reason consumers change providers of a service?
core service failure
Which nonmarketing factor affects a consumer's desired state?
culture/subculture
Every time Hannah buys a sandwich at Super Subs, she gets a stamp on a card. Once she has 10 stamps, she'll get a free sandwich. This is an example of a(n) _____.
customer loyalty program
Which of the following does NOT influence the evaluation of alternatives on each criterion?
decision rules applied
In order for online retailers to convert website visitors to buyers they must
design appropriate landing pages
A(n) _____ is the way an individual wants to feel or be at the present time.
desired state
Candice is on a diet and wants to lose 10 pounds. She wants to be thin right now, which represents her _____.
desired state
Chaz was asked by a market researcher which criteria he uses when purchasing beer. He told the researcher that taste and price are important to him. Which method did the researcher use to obtain this information from Chaz?
direct
Which measurement method involves asking consumers what criteria they use in a particular purchase or, in a focus group setting, noting what consumers say about products and their attributes?
direct
Which of the following is NOT a type of consumer choice process?
rational choice
Which decision rule establishes a minimum level of performance for each important attribute (often a fairly high level), and all brands that meet or exceed the performance level for any key attribute are considered acceptable?
disjunctive
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
Which marketing strategy is appropriate if the brand is not part of consumers' evoked sets?
disrupt strategy
Which marketing strategy is appropriate if the brand is not part of the evoked set and the target market engages in nominal decision making?
disrupt strategy
A brand whose perceived performance falls below expectations generally produces _____.
dissatisfaction
Exploding demand and short product life-spans for high-tech gadgets such as cell phones, personal computers, and various other personal electronic devices is creating growing concerns over _____.
e-waste
Miles is considering the purchase of a new car. Price is the most important criterion for him, and he will only consider those models that do not exceed $20,000. Since several models satisfy this criterion, he then considers how each alternative performs with respect to gas mileage, and he will not consider any that get less than 20 miles per gallon in the city. Which decision rule is Miles using?
elimination-by-aspects
Which decision rule requires the consumer to rank the evaluative criteria in terms of their importance and to establish a cutoff point for each criterion, and all brands are first considered on the most important criterion, the second most important, and so on until only one brand remains?
elimination-by-aspects
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?
emotion research
Which approach to problem recognition examines emotions associated with certain problems?
emotion research
Lane is test driving several models of automobiles to help him decide which one to purchase. Which source of information does this represent?
experimental sources
Eric was in the store and started looking at riding lawn mowers. He didn't come to this store for the purpose of purchasing one, but he started considering it once he was there. However, he did not purchase one on that trip. Instead he went to other stores to look at their mowers, he asked his neighbor and his brother-in-law about their mowers, and he searched the Internet before he decided on the brand to purchase. Which type of decision making did Eric undertake?
extended decision making
For which type of decision making is external information search relatively important?
extended decision making
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
Very high levels or purchase involvement tend to produce ________.
extended decision making
Which type of consumer decision making involves the evaluation of many attributes and alternatives and employs complex decision rules?
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
Todd owns a discount sporting goods store, and several of the items in his store have a manufacturer's suggested retail price (MSRP) above Todd's lower price. Todd is using the MSRP as a(n) _____.
external reference price
Which type of reference price is presented by a marketer for the consumer to use to compare with the current price?
external reference price
Nathan is purchasing a new computer, so he asks his friends and family for help in selecting one. He also has searched the Internet and visited the Dell, Gateway, and Apple websites and has consulted Consumer Reports. Nathan is conducting which type of information search?
external search
Which type of search can involve independent sources, personal sources, marketer-based information, and product experience?
external search
Research shows that the most important search-related use of the Internet is _____.
finding information
Firms with a limited reputation sometimes do which of the following with a reputable firm so as to gain from the quality associated with the known brand?
form brand alliances
Employees who deal directly with consumers are known as _____.
frontline employees
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 employees
Factors such as timely delivery, order accuracy, billing accuracy, and merchandise quality are part of which dimension in online satisfaction and dissatisfaction?
fulfillment and reliability
To combat the problem of returns when items don't fit as intended, mybestfit has developed a _____.
full-body scanner that collects full body measurements in 10 seconds
Which demographic factor has the least influence on U.S. adult Internet usage?
gender
Consumers conducting a generic search in an Internet search engine use which type of terms?
general product-related terms
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?
generic problem recognition
Which problem recognition involves a discrepancy that a variety of brands within a product category can reduce?
generic problem recognition
Two basic approaches to causing problem recognition are _____.
generic problem recognition and selective problem recognition
Nominal decision making is sometimes referred to as ________.
habitual decision making
What is the key to success of store brands?
high quality at a reasonable
With the information provided by perceptual mapping the marketer can determine all of the following EXCEPT _____.
how consumers will trade one evaluative criteria for another
Relative importance of a problem is determined by which of the following?
how critical the problem is to the maintenance of the consumer's desired lifestyle
The manager of a bank branch is concerned about the number of mistakes the tellers were making, so he started manipulating different aspects of the environment in the bank to see what effect each has on the tellers' performance. He examined factors such as the lighting, temperature, and the volume of the music playing in the bank. Which approach to problem recognition is this manager using?
human factors research
Which approach to problem recognition attempts to determine human capabilities in areas such as vision, strength, response time, flexibility, and fatigue and the effect on these capabilities of lighting, temperature, and sound?
human factors research
For which product is no disposition involved?
ice cream cone
Consumers acquiring product through mail, telephone, or computer orders is referred to as _____.
in-home shopping
Jane was looking through the Pottery Barn catalog and saw some lamps she liked. Instead of calling the toll-free number to purchase the lamps, she went to Pottery Barn's website and ordered them. This is an example of _____.
in-home shopping
The Martins' home has potentially unsafe levels of radon, but they have no idea because it is odorless and they have not been feeling any ill effects from it. In fact, several homes have this problem and the owners are not aware of it, and they may never become aware of it unless testing is done. What type of consumer problem is this?
inactive
Which type of consumer problem is one of which the consumer is not aware?
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 grocery deli. Which reason for changing providers does this represent?
inconvenience
Which of the following is NOT a source of increased customer profitability over time?
increased churn
Jon needed to purchase new tires for his SUV. He consulted Consumer Reports to see how the various brands were rated. Jon consulted which type of information source?
independent sources
Magazines, consumer groups, and government agencies represent which source of information?
independent sources
Which measurement technique used to assess consumers' evaluative criteria assumes consumers will not or cannot state their evaluative criteria?
indirect
Brands that are found completely unworthy of further consideration are members of the _____.
inept set
Darcy is considering the purchase of living room furniture. While there are several national-chain furniture stores in her city, she is not considering Haverty's because she's purchased furniture from this store before and has been dissatisfied. For Darcy, this furniture retailer is included in her _____.
inept set
Brands for which a consumer is aware but basically indifferent toward compose his or her _____.
inert set
Elaine is considering the purchase of a computer and is aware that Toshiba and HP are brands in this product category. However, she is basically indifferent toward them. These two brands represent Elaine's _____.
inert set
Leon is concerned with the reliability and durability of laptop computers he is considering purchasing. This represents which dimension of product performance?
instrumental
Which dimension of product performance relates to the physical functioning of the product?
instrumental
What are the two dimensions to performance for products?
instrumental and symbolic
Hannah asked her mother to buy her a certain brand of athletic shoes because that's what all the other kids are wearing at school. For Hannah, which type of motive is most likely underlying her request for that specific brand?
instrumental motive
Which type of motives activates behaviors designed to achieve a second goal?
instrumental motives
Samantha is purchasing a new car. She knows she should compare alternatives on the basis of cost and performance features, but she can't help but consider the styling and the color. She also wants a car that will make her look "cool" and feel special when she's driving it. Styling, color, and how the car will make her feel are examples of _____ evaluative criteria.
intangible
Style, taste, prestige, feelings generated, and brand image are examples of which type of evaluative criteria?
intangible
If a brand is included in a consumer's evoked set, which marketing strategy is NOT appropriate?
intercept strategy
One marketer for a brand of shampoo learned through research that consumers in the target market engage in limited decision making but that this marketer's brand is not part of their evoked set. Which marketing strategy is appropriate for this company?
intercept strategy
MVM (My Virtual Model) helps consumers shopping online overcome which barrier?
lack of touch
If the target market engages in limited decision making and the brand is not part of their evoked set, the objective will be to _____.
intercept the consumer during the search for information on the brands in the evoked set
Which of the following are types of reference prices?
internal and external
Neil is considering the purchase of a 4-wheeler ATV. He visited a distributor to look at different models, and when he looked at prices he compared them with a price his brother told him he paid for an ATV. The price Neil retrieves from memory is known as a(n) _____.
internal reference price
Which type of reference price or price range does a consumer retrieve from memory to compare with a price in the market?
internal reference price
Nakeisha wants to purchase some new make-up, but she wants something different from what she is currently using. Since she has experience with this product, she just thinks of the other products she has tried and decides to purchase one of those. Which type of information search has Nakeisha performed?
internal search
Once a problem is recognized, relevant information from long-term memory is used to determine if a satisfactory solution is known, what the characteristics of potential solutions are, what are appropriate ways to compare solutions, and so forth. This is referred to as _____.
internal search
Rudy is a product category manager for a major consumer packaged goods manufacturer. Part of his job requires that he analyze a given product category and logically determine where improvements could be made. Rudy has determined several consumer problems this way. Which of the following best describes how Rudy uncovers consumer problems?
intuition
What is the most common approach to discovering consumer problems?
intuition
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
Which of the following is true regarding the Net Promoter Score (NPS)?
is asks WOM questions
The minimum amount that one brand can differ from another with the difference still being noticed is referred to as the ______.
just noticeable difference
Paul's grandchildren gave him a computer for Christmas, but he seldom uses it to shop. He only goes to the grocery store to restock his pantry once a month. In which online shopping segment does Paul belong?
just the essentials
Which online shopping segment found by Experian is older, middle income, and only looking for functional necessity?
just the essentials
Marla is bored with her cell phone. She wants to purchase a new one that has cool ring tones and can take a picture. 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?
limited decision making
Wendy was in Walmart and noticed a display with baking items collected together and a little pad with recipes to tear off. She looked at the recipe and decided that this would make a nice dessert for Thanksgiving, so she purchased the products that were conveniently located on the display. Which type of decision making did Wendy undertake?
limited decision making
When a consumer notices a new product in a store because of the point-of-purchase display, reads about the attributes of the product and recalls an unresolved problem that this product will solve, and then purchases the product, _____ has occurred.
limited decision making
Which type of consumer decision making includes the evaluation of only a few attributes, simple decision rules, and few alternatives?
limited decision making
Which type of decision making covers the middle ground between nominal and extended 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?
limited decision making
Which type of decision making involves recognizing a problem for which there are several possible solutions?
limited decision making
Blake doesn't much care about cars but is engaging in a substantial amount of information search about cars since he is about to buy a new car. In terms of involvement, Blake is _____.
low in product involvement; high in purchase involvement
Susan actually knows quite a bit about some product categories that she doesn't actively seek out information concerning and doesn't even own. Which of the following is the most likely means by which she obtained this information?
low-involvement learning
Which information source is NOT actively acquired by consumers?
low-involvement learning
Coca-Cola has a large brand-loyal purchaser segment. Which marketing strategy is appropriate for this brand?
maintenance strategy
Which marketing strategy requires consistent attention to product quality, distribution, and a reinforcement advertising strategy because the brand is purchased habitually by the target market?
maintenance strategy
Which marketing strategies are appropriate for nominal decision making?
maintenance strategy and disrupt strategy
Jessica and Marty know how to shop online, but they prefer to go to the mall where they meet their friends for coffee in the food court. Jessica and Marty represent which online shopper segment?
mall maniacs
Which online shopping segment found by Experian is less likely than average to have bought online in the past 12 months, and enjoys shopping?
mall maniacs
The number of alternatives, price range, store distribution, and information availability are examples of which factor that influences the expected benefits and perceived costs of search?
market characteristics
Sales personnel, websites, and advertising represent which type of information source?
marketing sources
Stephanie and her husband are considering the purchase of a 52" plasma television. They have visited several manufacturers' websites, looked at the ads in the Sunday newspaper, and have spoken with sales people at several electronics stores. Which source of information are they using?
marketing sources
Which source of information includes inspection or product trial?
marketing sources
Karen is going to the mall to purchase new shoes. Based on her prior experience with Nine West and her positive attitude toward them, she plans on looking at the Nine West store first. Her decision to visit the Nine West store is based on which source of information?
memory
Past searches, prior personal experiences, and prior low-involvement learning are examples of which source of information?
memory
Rebecca is opening a women's shoe store. She is carefully considering the quality, selection, style, and price that she wants for her store. Which dimension of store image is she concerned with?
merchandise
Which dimension of store image consists of quality, selection, style, and price components?
merchandise
Selecting the optimal alternative, minimizing the decision effort, and maximizing the ease with which a decision can be justified are examples of consumer _____.
metagoals
A firm that introduces a new line of non-fat snack food due to increasing consumer concern with health is _____.
reacting to problem recognition
Consumers who browse and/or purchase in more than one channel are known as _____.
multi-channel shoppers
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
Every winter, Laurie's skin becomes very dry and results in painful cracks in her skin on her fingers. Once this happens, Laurie remembers that Zim's Crack Cream works really well for this problem, so she stops at the store to pick some up. Which type of decision making has occurred?
nominal decision making
If, in response to a problem, a consumer recalls a single, satisfactory solution, no further information search or evaluation may occur. The consumer purchases the recalled brand and _____ has occurred.
nominal decision making
Which type of consumer decision making does NOT include alternative evaluation?
nominal decision making
Which type of consumer decision making includes only a limited internal information search and no external search for information?
nominal decision making
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
Which type of decision making process in effect involves no decision per se?
nominal decision making
An outlet or brand whose performance confirms a low-performance expectation generally will result in _____.
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 did expect it to last longer than that. Kristen most likely experienced _____.
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 _____.
nonsatisfaction
All EXCEPT which of the following nonmarketing factors affect consumers' desired state?
normal depletion
Which of the following is NOT a factor affecting consumers' retail outlet selection?
number of levels of distribution
Shoppers who browse and/or purchase in more than one channel simultaneously are known as _____.
omni-channel shoppers
Tasha loves to shop at Macy's. She can scan Jessica Simpson bar codes with her Blackberry app and check prices and availability in Macy's and other stores at the same time. To which shopping segment does Tasha belong?
omni-channel shoppers
Barry is always searching information about wine. He reads Wine Spectator every month, has several books related to wine, visits wine-related websites frequently, and has visited several wine regions throughout the world. While he purchases wine frequently, he does not conduct this information search for just that reason. He just enjoys learning about wine. For Barry, his search for information about wine is a(n) _____.
ongoing search
Deliberate external search that occurs in the absence of problem recognition and is done both to acquire information for possible later use and because the process itself is pleasurable is known as _____.
ongoing search
Which of the following barriers to online purchasing is related to consumer fears regarding how personal information about them that is gathered online might be used?
online privacy concerns
Greg is a carpenter and his wife, Marsha, is a second grade teacher. They use their computer to keep in touch with their children, and rarely shop online. In which online shopping segment do they belong?
original traditionalists
A technique that requires consumers to judge the similarity of alternative brands is _____.
perceptual mapping
Which of the following is NOT an alternative if a consumer decides to retain a product's package?
recycle it
Gail was participating in a market research study, and she was given 20 pairs of brands of shampoo and asked to indicate which pair is most similar, which is second most similar, and so forth until all pairs were ranked. Which type of indirect measurement technique used to assess Gail's evaluative criteria does this represent?
perceptual mapping
Friends, family, and others are examples of which source of information?
personal source
Kasi is seeking the advice of her parents in her decision on which college to attend. Which source of information is Kasi using?
personal sources
Tylenol, which is an analgesic known as acetaminophen, warns in some of its advertising that consumers should read labels carefully because several other types of medications include acetaminophen (e.g., Tylenol Sinus) and consumers could overdose on this medicine and potentially suffer liver damage. Which type of cost is associated with this risk?
physical cost
Wendy was describing to her friend what the American Girl store is Chicago is like. She was telling her about all the different rooms that were in the store, such as a room for each doll (e.g., Bitty Baby, Felicity, Kit, etc.), a room for furniture, a room for girl-sized clothing that matched the dolls' clothing, the tea room, and the auditorium where she saw a stage show. Which dimension of store image was Wendy describing?
physical facilities
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 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 dissonance
Doubt or anxiety regarding a purchase a consumer has made is known as _____.
postpurchase dissonance
Extended decision making with the brand in the evoked set requires which marketing strategy?
preference strategy
Which marketing strategies are appropriate for extended decision making?
preference strategy and acceptance strategy
_____ 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.
price premium
All EXCEPT which of the following nonmarketing factors affect a consumer's actual state?
reference group
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?
problem analysis
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?
problem analysis
Tess noticed that she was almost out of shampoo. Which stage of the decision process will this observation activate?
problem recognition
What is the first stage of the consumer decision process?
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?
problem recognition
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?
product analysis
Which approach to problem recognition examines the purchase or use of a particular product or brand?
product analysis
Feature and quality variations across brands are referred to as _____.
product differentiation
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
Which of the following is a nonmarketing factor affecting consumers' actual state?
product/brand performance
Gwen is an elderly lady and is participating in a market research study. The researcher asked her to describe the criteria someone who needs adult diapers might use to evaluate alternatives. The researcher was not asking Gwen what criteria she would use, but rather, the criteria Gwen thinks someone else would use. Which type of technique is this known as?
projective technique
Which indirect measurement techniques used to determine consumers' evaluative criteria allow the respondent to indicate the criteria someone else might use?
projective techniques
Which of the following are indirect measurement techniques used to determine consumers' evaluative criteria?
projective techniques and perceptual mapping
The level of concern for, or interest in, the purchase process triggered by the need to consider a particular purchase is known as _____.
purchase involvement
Which of the following is NOT a subcategory of the awareness set?
purchase set
Evaluative criteria differ on all EXCEPT which of the following?
quality
A price with which other prices are compared is known as a(n) _____.
reference price
Leslie loves to shop at T.J. Maxx and feels she is saving a lot of money because the price tags usually have the manufacturer's suggested retail price (MSRP) listed and crossed off and the T.J. Maxx price below much lower. The MSRP is being used as a _____.
reference price
When a retailer represents a price as "regularly $15.99, now $9.99," the $15.99 is called the _____.
reference price
An attempt to develop an ongoing, expanding exchange relationship with a firm's customers is called _____.
relationship marketing
Marketing efforts focused on a firm's current customers are generally termed _____.
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 _____.
relationship marketing
Unplanned purchases are further subdivided into which two categories?
reminder and impulse
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?
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
Kevin buys the same brand of clothing all the time. He continues to buy it because it fits him well and the price is right, but he does not have an emotional attachment to it. Kevin is an example of a(n) _____.
repeat purchaser
The trustworthiness dimension of an online retailer's image is represented by which components?
reputation, information safety and security
Simon was dissatisfied with the meal and service he received at a restaurant, so he complained. The manager came out and was arrogant to Simon, and Simon felt like he was trying to blame him for the bad experience he had by saying he was too picky. Simon vowed never to eat at that restaurant again. Which reason for changing providers does this represent?
responses to service failures
Which model is used to calculate the level of store attraction based on store size and distance from the consumer?
retail attraction model
Jim is trying to determine the level of his store's attraction by using the square footage as a measure of breadth of merchandise and the distance to the store from different geographic areas. Which model is he using?
retail gravitation model
The retail attraction model is also called the _____.
retail gravitation model
Any source of products or services for consumers is referred to as a _____.
retail outlet
What was the MAIN reason consumers gave in a survey for why they don't like shopping in stores?
salespeople and poorly informed
Jose and his family, all Mexican by birth, went to dine at a new Mexican restaurant in Houston, which is home to many outstanding Mexican restaurants. They were expecting authentic Mexican food, and they got it. They most likely experienced _____.
satisfaction
When perceptions of product performance match expectations that are at or above the minimum performance level, _____ generally results.
satisfaction
Kodak markets digital cameras and is aware that consumers search for information concerning this product on the Internet using one of the several search engines (e.g., Google). To ensure that Kodak appears on the first page of results, this company pays the search engine to become a sponsored link when consumers search the key words "digital camera." This is an illustration of _____.
search engine optimization
Which of the following involves techniques designed to ensure that a company's Web pages appear high on an Internet search result list?
search engine optimization
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?
selective problem recognition
Which problem recognition involves a discrepancy that only one brand can solve?
selective problem recognition
Which of the following is the most widely used technique for measuring consumers' judgments of brand performance on specific attributes?
semantic differential scales
The ability of an individual to distinguish between similar stimuli is called _____.
sensory discrimination
Service employees that are uncaring, impolite, unresponsive, or unknowledgeable will cause consumers to switch providers for which reason?
service encounter failure
Amelia wanted to purchase a nice watch for her husband, but she was overwhelmed by the amount of information available on the Internet for this product. She visited one website that offered a service that would do the searching and comparisons for her, so she decided to use it. The service Amelia used is referred to as a(n) _____.
shopping bot
A shopping style that puts particular emphasis on certain activities or shopping motivations is called a _____.
shopping orientation
Consumers' general approaches or patterns of external search are termed _____.
shopping orientations
A $10 savings on a $200 item should
show the dollar savings but not the percentage savings
Purchase of which product typically represents low social risk and low economic risk for consumers?
socks
Lisa has to check her e-mail frequently to delete the unsolicited messages she gets, typically for loans and prescription drugs. If she doesn't delete them, her inbox will fill up and e-mails that she wants to receive won't get through. This unsolicited e-mail is known as _____.
spam
Unsolicited e-mail that is a major concern and irritant is known as _____.
spam
Which of the following is NOT a type of cost associated with perceived risk?
spatial cost
Harriet is very frugal, so she regularly combs the grocery ads looking for bargains. Usually she'll go to a particular store just to buy an advertised item, but sometimes she purchases other items that were not advertised as well. The purchase of the unadvertised items represent which type of sales?
spillover sales
Sales of additional items to customers who came to purchase an advertised item are referred to as _____.
spillover sales
Which of the following is NOT a key element of relationship marketing?
standardize the relationship across customers
Kim did much of her Christmas shopping on the Internet last year. She enjoys buying online and does so frequently. She also likes going to the mall so she can see and try on the latest fashions. Kim represents which online shopper segment?
status strivers
Which online shopping segment found by Experian is younger, heavily female, and sees shopping as fun?
status strivers
A retailer being temporarily out of a particular brand is called _____.
stockouts
Brands owned and sold by a specific retail outlet are known as _____.
store brands
Kelly likes to shop at Target. She really likes the Archer Farms brands with the rooster on the label, which is one of Target's own brands and can only be purchased there. These types of brands are known as _____.
store brands
A given consumer's or target market's perception of all the attributes associated with a retail outlet is generally referred to as the _____.
store image
Why must manufacturers design products with both the primary purpose and other potential uses in mind?
stringent product liability laws
Sam is a retiree with considerable resources, so he doesn't really spend much time on purchase decisions. His belief is that the most expensive brand is probably also the best in terms of quality. Sam uses price as a _____ indicator of quality.
surrogate
An attribute used to stand for or indicate another attribute is known as a _____.
surrogate indicator
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
The costs of finding, evaluating, and adopting another solution are known as _____.
switching costs
Monique is buying a new coat for the winter. While she is concerned with how well the coat will keep her warm, she is also concerned with how stylish it will make her look. Her concern for stylishness represents which dimension of product performance?
symbolic
Which dimension of product performance relates to aesthetic or image-enhancement performance?
symbolic
Andrew is considering the purchase of a portable DVD player. He is comparing alternatives on the basis of screen size, battery life, and price. Andrew is using which type of evaluative criteria?
tangible
Cost and performance features are examples of which type of evaluative criteria?
tangible
The two types of evaluative criteria are _____.
tangible and intangible
Which of the following is probably the most important situational variable with respect to search behavior?
temporal perspective
A completely nominal decision does not even include consideration of _______.
the "do not purchase" alternative
Sensory discrimination is _____.
the ability of an individual to distinguish between similar stimuli
A metagoal refers to _____.
the general nature of the outcome
The level of one's desire to resolve a particular problem depends on which factors?
the magnitude of the discrepancy between the desired and actual states and the relative importance of the problem
Consumers make decisions with the help of recommendation agents or bots when ____.
there are numerous alternatives
Which disposition alternative is the most widely used by consumers?
throw away
Lori purchased new tires for her car, and she can bring it back every 5,000 miles to have the tires rotated free of charge. However, Lori doesn't do it because that would require that she take her car to the shop and either leave it and have someone get her and take her back later or sit and wait for the tires to be rotated. Which type of cost does this represent?
time cost
To which set do alternatives the consumer does not know about belong?
unawareness set
Purchases made in a retail outlet that are different from those the consumer planned to make prior to entering that retail outlet are called _____.
unplanned purchases
John can afford the finer things, and often goes to boutiques to make his purchases. He does, however, research brands and prices online before doing so. To which online shopping segment does John belong?
upscale clicks and bricks
Which online shopping segment found by Experian buys in stores and does heavy online research prior to buying?
upscale clicks and bricks
John drinks Schwepps Ginger Ale for dinner as a beverage, while Jack uses it only as a mixer in his cocktails. Which factor that influences the importance of evaluative criteria is this?
usage situation
Speed of service and convenient location are criteria Jake considers when deciding at which restaurant to eat lunch during a work day. However, when he and his wife go out for a romantic dinner, the ambiance and quality of the food are more important. Which factor is influencing the importance he places of various criteria?
usage situation
How can firms enhance consumers' control with regard to online privacy concerns?
use "opt in" approach
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 _____.
use innovativeness
Using WD-40 as an additive to fish bait is an example of _______.
use innovativeness
Using a product in a new way is referred to as _____.
use innovativeness
Customer relationship management (CRM) programs are _____.
used to increase satisfaction, commitment, and retention of key customers
Good product offers and information, value, and alignment with consumers' interests are components of which dimension of online retailer image?
usefulness
James likes to eat a strawberry Pop-Tart for breakfast before school. After about two weeks of this, he starts to get bored with that and switches to waffles. James is displaying which type of behavior?
variety-seeking
Hank is seen by others as the go-to if they have questions related to finding good deals on the Internet. He likes to shop online because, to him, it's more fun than going to a store. To which online shopping segment does Hank belong?
virtual shoppers
