MKT 365 CH 14-16

the time and effort spent by a consumer as he or she learns how to obtain value from a new product choice.

Procedural switching costs refer to

It is a personal selling technique in which a salesperson begins with a major request and then follows with a series of smaller requests.

Which of the following defines the door-in-the-face technique?

Unlike non-complainers, complainers are a source of useful information for companies.

Which of the following is a difference between complainers and non-complainers?

To continually offer improved products

Which of the following is a reason why marketers use planned obsolescence in marketing?

Jake buys an expensive luxury car but later begins to have lingering doubts about his decision.

Which of the following is an example of a person exhibiting cognitive dissonance?

A food magazine citing the name of a restaurant as one of the top 100 restaurants in the country

Which of the following is an example of a third-party endorsement?

Lisa shoplifting and being unable to control the habit

Which of the following is an example of consumer problem behavior?

Federal Trade Commission

Which of the following is an organization that monitors exchanges that take place between consumers and marketers?

Marketers should consider the stakeholders of a firm when initiating marketing programs.

Which of the following is important in societal marketing concepts?

To protect young victims of pornography, sexual abuse, and human trafficking

Which of the following is the purpose of the Child Protection Act of 2012?

Consumers from collectivist cultures are less likely to complain than consumers from individualist cultures.

Which of the following is true in the context of complainers?

Consumers high in price sensitivity are more likely to complain than consumers with less price sensitivity.

Which of the following is true in the context of complaining behavior among consumers?

They are often former customers of the company.

Which of the following is true of antiloyal consumers?

They are expensive compared to nondurable goods

Which of the following is true of durable goods?

They can be associated with obsessive-compulsive disorder.

Which of the following is true of packrats?

attribution theory

Which of the following plays a role in what happens after purchase and consumption?

Maria calling the shipping helpdesk to return an incorrect product delivered to her

Which of the following scenarios illustrates complaining behavior?

Philip lifting a pack of candies from a retail store and walking out without paying for it

Which of the following scenarios illustrates consumer misbehavior?

It is associated with compulsive buying and impulsivity.

Which of the following statements is true of binge eating?

Marketing ethics determine how much tolerance one has for actions that take advantage of others.

Which of the following statements is true of marketing ethics?

Adolescents tend to consider shoplifting as being more ethical than do adult shoppers.

Which of the following statements is true of shoplifting?

competence

With reference to the characteristics of relationship quality, _____ refers to the fact that consumers view a company as knowledgeable and capable.

left skewed

Wooliaey Inc., a leading manufacturer of wool in Texas, conducts an online customer satisfaction survey. Around 80 percent of its customers rate their level of satisfaction as very high. In this case, statistically speaking, Wooliaey's survey data are _____.

Realativism

a component of a consumer's moral beliefs, refers to beliefs about the violation of written (or unwritten) laws

packrats

are consumers possessing high levels of a lifestyle trait leading to a strong tendency toward retaining consumption-related possessions.

predictive expectations

are expectations that form about what a consumer thinks will actually occur during an experience.

Normative Expectations

are hopes of what a consumer thinks should happen given past experiences with a product or service.

Corporate social responsibility

may be defined as an organization's activities and status related to its societal obligations.

consumer inertia

means that consumers will tend to continue a pattern of behavior until some stronger force motivates them to change.

Strict liability

facilitates consumers to win a legal action against a firm if it can be demonstrated in court that an injury occurred and that the product associated with the injury was faulty in some way.

Bulimia

is a disorder that includes binge eating episodes followed by self-induced vomiting.

consumer satisfaction

is a mild, positive emotional state resulting from a favorable appraisal of a consumption outcome.

Price gouging

is the act of charging a higher than reasonable price for a good, following some kind of natural disaster or event.

rancorous revenge

is when a consumer yells insults and makes a public scene in an effort to harm the business.

Marketing Concept

proposes that all the functions of an organization should work together in satisfying its customers' wants and needs.

Equity Theory

proposes that consumers cognitively compare their own level of inputs and outcomes to those of another party in an exchange.

much of the selling effort required to convert a new customer is not necessary.

A healthy relationship between a marketer and a consumer enhances value for the marketer because:

Releasing information

A small Italian restaurant had a number of loyal customers. They also had a web site where people could write their reviews. When a person wrote a review about having found a bug in his food, the restaurant staff knew it was a false claim. The owner invited loyal customers for a tour of the kitchen to show them the standard of hygiene that was maintained in the kitchen. The pictures of the tour were posted on the web site for the customers to decide for themselves whether the claims of a bug could be true. The restaurant handled the negative publicity by _____.

loyalty card

A(n) _____ is a device that encourages repeated purchasing and keeps track of the amount of purchasing a consumer has had with a given marketer.

negative disconfirmation

According to the expectancy/disconfirmation approach, _____ is a perceived state wherein performance perceptions fall short of expectations.

rancorous revenge

After much deliberation, Mona buys a tablet computer of a certain brand. Within a week of its purchase, the operating system of the computer crashes. When Mona contacts the service center, she receives very poor service. Infuriated by the whole experience, Mona vents her anger by posting derogatory comments about the company on a social networking forum. Which of the following behaviors is Mona exhibiting in this case?

distributive fairness

After purchasing an expensive pair of sports shoes, Karen tries to assess the product's worth and checks if it comes with a warranty. She asks herself, "Did I get what I paid for?" In this case, Karen is asking a question pertaining to _____.

meaning transference

Akiko Bike Manufacturer wants to market its new range of bikes for women. The marketers intend to add a cultural value to the bike. Therefore, Akiko's advertising campaign focuses on empowering women. The company believes that endorsing such a value to the bike will empower its customers. In this context of consumer behavior, Akiko Bike Manufacturer implements _____.

anorexia

Charlotte has been starving herself because she thinks she is not thin enough even though her body mass index is within the optimum range and her doctor tells her that she is healthy. In this case, Charlotte is most likely suffering from _____.

attempts to disrupt marketing campaigns by altering the messages in some meaningful way.

Culture jamming refers to:

behavioral component that is indicative of customer loyalty.

Customer share refers to the:

omits information important in influencing a consumer's buying behavior.

Deceptive advertising is advertising in which a marketer:

control

Harold purchases a cell phone from an online store for the first time. He chose a black color cell phone but the product he receives is white. Harold places a customer complaint and seeks an explanation. The customer care executive apologizes for the mistake and informs him that the mistake happened because their supply chain was recently automated and still being standardized. Harold feels that the error could have been avoided if the company followed a process. In this scenario, which of the following elements of the attribution theory does Harold evaluate?

dysfunctional fan behavior

In the context of abusive consumer behavior, _____ is abnormal functioning relating to sporting event consumption.

switching

In the context of consumer behavior, _____ refers to the times when a consumer chooses a competing choice, rather than the previously purchased choice, on the next purchase occasion.

Advertising

In the context of consumer behavior, marketers work to achieve meaning transference through _____.

left skewed data

In the context of consumer satisfaction/dissatisfaction measurement issues, _____ refers to the distribution of responses consistent with most respondents choosing responses so the distribution is clustered toward the positive end of the scale.

Punitive Damages

In the context of products liability, _____ are intended to cover costs incurred by a consumer due to an injury.

repeat customer

In the context of relationship marketing, a company's marketing is most efficient when most of the business comes from a:

salutary products

In the context of the categories of products discussed by Philip Kotler, _____ are good for both consumers and society in the long run, and they offer high utilitarian value, but do not provide hedonic value.

Distributing a marketing offer through various channels of delivery

In the context of the four Ps of marketing, which of the following is an ethical use of marketing?

Failing to disclose that a product will not function properly

In the context of the four Ps of marketing, which of the following is an unethical use of product marketing?

confimatory bias

Jerry is vacationing in Hawaii and has forgotten to carry his camera. Though he believes that disposable cameras are bad and purely a waste of money, he buys one in Hawaii as he has no other choice. In order to substantiate his preconceived notion, he continually tries to find fault with it. This phenomenon that Jerry demonstrates is referred to as:

antiloyal consumer

Jessica has to catch a flight in a few hours. She thinks of grabbing a quick bite before boarding the plane. Although Luke's, a diner, is just a block away from her apartment, she travels a mile and dines at another restaurant. This is because she had once suffered a bad case of food poisoning after dining at Luke's. Jessica is clearly a(n) _____ of Luke's.

retaliatory revenge

Josh had been waiting in a queue for a long time at a bank. Just when it was his turn to be assisted, the teller window closed for lunch. Josh lost his temper and hurled a can of soda at an employee who was passing by. Josh's action is an example of _____.

consumer inertia

Judith had been purchasing the same brand of dental floss for many years. The quality of the floss is not great, but she never had a reason to change brands. This example illustrates the concept of:

relational switching costs

Justin has been using the same dry-cleaner, Eddy's, for many years. When he moves to a different part of the city, he finds another dry-cleaner that is closer to his new house. Although the new dry-cleaner seems just as good, Justin feels uneasy. He thinks he should have made the extra effort of going to Eddy's even if it meant that he had to travel an additional two miles. Justin's discomfort is an example of:

Planned obsolescence

Keller Inc. manufactures denim apparel. The company decides to discontinue a popular model of jeans called Perfect Fit from January 2017. A large number of customers are disappointed by Keller's decision. Which of the following terms defines Keller's action?

positive disconfirmation

Kelly, an arthritis patient, purchases a pair of soft-soled shoes hoping that it would help lessen the stiffness in her feet. She is pleasantly surprised to find that the shoes are indeed very soft and easy on her feet. The shoes not only met her expectations but far surpassed them. Kelly's post-purchase experience with the shoes is an example of _____.

Kristie is likely to become a loyal customer of Quebex

Kristie buys a Quebex laptop after reading good reviews about it. The laptop starts malfunctioning within a month of purchase. Kristie registers a complaint with Quebex. The company provides reasonable service and replaces the laptop. Kristie, who was initially infuriated, now feels that the company has adequately responded to her complaint. In the context of the given scenario, which of the following statements is true?

price gouging

Pagonia Islands was greatly affected by tsunami recently. Following the disaster, the price of gasoline increased from 24 units to 70 units. In the given scenario, this act of charging a higher price for gasoline by businesses after the tsunami is an example of _____.

six

Rachel buys a chocolate bar in September. The chocolate bar has a distinct flavor which Rachel likes, and she buys the same chocolate five more times in the same month. In this scenario, Rachel's consumption frequency of the chocolate in September is _____.

Personalization

Ricardo, a Mexican, has recently moved to California. While looking for authentic Mexican food, he finds a small specialty Mexican food joint. Ricardo enjoys talking to the joint owner. The joint owner sometimes goes out of the way and prepares specific Mexican dishes that Ricardo likes. Ricardo soon becomes a regular customer. Which of the following characteristics of relationship quality does the given scenario illustrate?

pleasing products

Tastebud, a fast-food restaurant, is famous for its delicious and inexpensive junk food. Tastebud is always cramped with customers despite the fact that junk food is known to cause health problems in the long run. In the context of categories of products discussed by Philip Kotler, Tastebud is offering _____.

Attribute Specific Measure

The _____ assesses a customer's satisfaction with various components, or characteristics of a product, service, or experience.

disconfirmation measure

The _____ compares the difference between consumers' expectations and performance perceptions of a product, service, or experience.

expectancy/disconfirmation theory

The _____ is a satisfaction formation theory that proposes that consumers use expectations as a benchmark against which performance perceptions are judged.

direct measure

The _____ is used to assess customer satisfaction which involves asking consumers to assess their level of satisfaction on a scale such as: Completely satisfied; satisfied; dissatisfied; and completely dissatisfied.

relationship quality is high.

The prospects for a continued series of mutually valuable exchanges between a consumer and a firm exist when the:

interactional fairness

The term _____ captures how justly a consumer believes he or she is treated when dealing with service personnel in resolving some issue.

puffery

The term _____ describes making exaggerated claims about a product's superiority.

Trashing

Throwing away waste material including unused products, packaging, and by-products is called _____.

negligence

When Ron is about to leave a café after dining, he slips and falls on the wet floor and fractures his ankle. The accident could have been avoided had there been a signboard indicating wet floor. He needs to undergo an ankle surgery and tries to claim compensation from the café asserting that the café staff could have foreseen the possibility that customers could slip and fall on a wet floor but they were reluctant to place a signboard. In this scenario, Ron tries to prove the _____ of the café staffs.

compulsive consumption

Whenever Marie has a hard day at work, she feels the need to shop. Shopping makes her feel better temporarily. As she feels stressed quite often, she purchases beyond her financial ability. Although she is aware of the financial problems it causes, she continues to shop. Marie's behavior is an example of _____.

The Helping Families Save Their Homes Act (2009)

Which of the following acts prevents mortgage foreclosures and enhances mortgage availability?

The Sherman Antitrust Act

Which of the following acts prohibits restraint of free trade?

The Child Protection Act (1966)

Which of the following acts prohibits the marketing of dangerous toys?

A black pen

Which of the following can be classified as a nondurable good?

A consumer who has to go through an unreasonably difficult process for refund but ends up receiving a fair refund

Which of the following consumers has grounds for complaint about a lack of procedural justice?

They are products that have little to no potential to create value of any type.

Which of the following defines deficient products?

customer commitment

captures the consumer's sense of attachment, dedication, and identification.

consumer dissatisfaction

refers to a mild, negative affective reaction resulting from an unfavorable appraisal of a consumption outcome.

consumer refuse

refers to any packaging that is no longer necessary for consumption to take place or, in some cases, the actual good that is no longer providing value to the consumer.

compulsive consumption

refers to repetitive, excessive, and purposeful consumer behaviors that are performed as a response to tension, anxiety, or obtrusive thoughts.

relationship quality

refers to the degree of connectedness between a consumer and a retailer.

authenticity

refers to the degree to which an object, person, or experience seems real, genuine, unique, and art of history or tradition.

relational switching costs

refers to the emotional and psychological consequences of changing from one brand/retailer/service provider to another.

consumption frequency

refers to the number of times a product or service is used in a given period of time.

cognitive dissonance

refers to thoughts that are inconsistent with one's preconceived notions.

Relativism

represents beliefs about the social acceptability of an act in a culture.

moral equity

represents beliefs regarding an act's fairness or justness.

a third party endorsement

represents one form of publicity in which an ostensibly objective outsider (neither the customer nor the business) provides publicly available purchase recommendations.

24 Hours of Reality

was an environmental awareness program sponsored by the Live Earth organization.