ch. 9

Which of the following is an unpleasant psychological state? a. density b. arousal c. crowding d. expectancy

C

The zones of abandonment, alteration, and accommodation are all ________ zones.

Customer Expectation

Which of the following is an unpleasant psychological state?

crowding

One of the following is the best example of a hedonic shopping motive? a. A consumer shops to "hang-out" with friends at a local mall. b. A consumer shops because he is angry. c. A consumer shops to provide food for survival. d. A consumer shops because she is discouraged and depressed.

A

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

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

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 hedonic and a variety-seeker. Which of the following time metaphors would best capture Wynona's perspective of time? a. time is a pressure cooker b. time is a map c. time is a feast d. time is a mirror

C

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 practice in TQM, Simtec is following a practice called ________.

Gemba

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

Gemba

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

Hedonic

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 ________.

High pleasantness and moderate arousal

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

Hispanic

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

What is the primary purpose of point-of-purchase stimuli?

Influence consumers to make impulse purchases.

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

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 in 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

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

Time Pressure

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

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

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 ________.

Unrealistic Expectations

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.

2/3

According to the consumer behavior model presented in the text_______ includes the shopping experience, point-of purchase stimuli, and sales interactions. a. antecedent state b. postpurchase process c. cognitive process d. purchase environment

A

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 Jule with its ____. a. store position b. atmospherics c. subliminal cues d. in-store displays

B

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

Buying for the thrill of it, social experiences, instant status, etc.

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

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

Co-Consumers

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

Co-Consumers

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

Consumption situation

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

Divestment Rituals

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 summarizes Jason's behavior?

Expectancy Disconfirmation Model

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

Lateral Cycling

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 ________.

Lateral Cycling

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 Separable Time

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 _____.

Pleasure and Arousal

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

Point of Purchase Stimuli

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

Polychronic

Which of the following do 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 Theory

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

Reduce errors

Which of the following is considered a postpurchase process?

Satisfaction, disposal

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

Security, inability to touch/taste/feel, orders and returns, human relationship degradation.

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

Social Dimension

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

Switzerland

Jason works as a building engineer at a large hotel. The hotel management has been receiving complaints about the elevators. Guests think they have to wait too long for an elevator. Jason realizes that the elevator cannot be made to go any faster with the current technology available to the hotel. What should he do?

Use Psychological Tricks

According to the expectancy dis-confirmation model, 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. The customer will be dissatisfied if the expectation falls outside of the zone of _______. a. accommodation b. alteration c. abandonment d the gemba

a

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 to the other and hopes to receive something is return. a. gestalt b. exchange c. risk-aversion d. abundant supply

b

If Xerox inflates the time it will take for a service rep to visit, then has the rep arrive a day earlier, the customer will be suitably impressed. This is a technique which emphasizes the use of ________.

managing expectations

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 herselfnow 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