Consumer Behavior Final
Which type of consumer problem is one the consumer is aware of or will become aware of in the normal course of events?
Active
Features of the individual person that are not lasting characteristics, such as momentary moods or conditions, are called
antecedent states.
Which of the following is a situation in which consumer behavior occurs?
communications situation, purchase situation, usage situation, disposition situation
Stephanie is 19 years old and is a participant in social media in that she creates content of her own about her favorite brands of makeup—Web pages, blogs, video and video uploads to places like YouTube. The information created by Stephanie can be classified as?
consumer-generated content
Which of the following factors is the most likely reason consumers change providers of a service?
core service failure
Which of the following services would be classified as having an extended hedonic consumption purpose?
cruise
Which nonmarketing factor affects a consumer's desired state?
culture/subculture
Marcie will soon be 50 years old, so to pamper herself, she decided to get a massage. With respect to the typology of service environments, this type of service would be categorized as
hedonic
Before doing most things, Erin considers what others will think of her actions and how her behavior will affect them. Others' opinions and feelings really matter to her, more so than most people she knows. Erin is an example of a(n)
high self-monitor
All except which of the following nonmarketing factors affect a consumer's actual state?
reference group
Many customer loyalty programs are designed to generate repeat purchases rather than committed customers.
True
Nominal and most limited decision making will not produce postpurchase dissonance.
True
The VALS segment known as Survivors are primarily concerned about safety and security.
True
Nonconventional marketing activities that use a limited budget and can increase buzz are known as?
guerilla marketing
Nominal decision making is sometimes referred to as
habitual decision making.
Ideals Motivation
-Guided by beliefs & principles rather than feelings & desire for social approval -Purchase functionality & reliability
Self-Expression Motivation
-Guided by desire to express individuality -Purchase experiences
Achievement Motivation
-Guided by social position & influenced by actions, approval & opinions of others -Purchase status symbols
__________ percent of women in a study reported in the Dove consumer insight perceived their actual beauty to fall short of their ideal.
98%
Which of the following statements is true regarding brand communities?
Brand communities create value through a set of activities that create brand engagement.
The Mini Getaway Tour, in which owners of Mini Coopers gather for the purposes of interacting with one another in the context of learning about and using their Mini Coopers, are examples of a
Brand fest
Which of the following is not a global lifestyle segment identified by Experian's Mosaic Global system?
Comfortable Rustics
Which of the following is true regarding word-of-mouth (WOM)?
Consumers trust WOM more than many other sources
Which of the following is a key element of relationship marketing?
Customizing the relationship to the individual customer, Pricing in a manner to encourage loyalty, Augmenting the core service or product with extra benefits, Marketing to employees so that they will perform well for customers.
Approaches to discovering consumer problems include activity analysis, product analysis, problem analysis, human factors research, and emotion research.
True
Consumers might experience guilt by the use of a product or a service
True
An e-community is a community that interacts over time around a topic of interest on the Internet.
False
Consumer behavior occurs within four broad categories or types of situations: the communications situation, the purchase situation, the usage situation, and the social situation.
False
Mood is an example of a momentary condition reflecting a temporary state of being
Flase
Pamela is a consumer who is guided in her choices by her beliefs and principles rather than by feelings or desire for social approval. She tends to purchase products based on functionality and reliability. Which primary motive is guiding Pamela's behavior?
Ideals Motivation
Which type of influence occurs when an individual uses the behaviors and opinions of reference group members as potentially useful bits of information?
Informational
Online shopping provides which important time-related dimension?
It has the potential to reduce the amount of time required to make a specific purchase and it provides the consumer with almost total control over when the purchase is made
Expanded usage situation strategies can produce major sales gains for established products.
True
Group influence is strongest when the use of the product or brand is visible to the group.
True
Which of the following statements is false regarding problem recognition?
Only when the desired state is greater than the actual state will a problem exist.
John doesn't know very much about electronic equipment, but he wanted to get his girlfriend wireless headphones for her birthday. His roommate, Hank, knows all about these types of products and made a recommendation to John. For this product category, Hank is known as a(n)
Opinion Leader
Mitch seems to know everything about cars—at least that's what his friends and family think. He has been involved with cars since he was a child and even took an engine apart and put it back together again by the time he was 16 years old. He reads several publications related to cars, visits websites, and hangs out with others who are interested in cars as well. Due to his enduring involvement with this product category, Mitch would be considered a(n)
Opinion Leader
__________ continue to buy the same brand though they do not have an emotional attachment to it.
Repeat purchasers
Which global lifestyle segment is relatively well informed about social trends but not quick to innovate?
Routine Service Workers
As a marketing major, Stan is a collegiate member of the American Marketing Association. This association holds a collegiate conference every year, and he did attend it one year. While this is a group he belongs to, his ties to other members are relatively weak, and his interaction is infrequent. Which type of group is this?
Secondary Group
Which of the following is a global lifestyle segment identified by Experian's Mosaic Global system?
Sophisticated Singles
Which VALS segment of consumers is style conscious and trendy, has limited income, and feels life isn't fair?
Strivers
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.
Adoption of a discontinuous innovation requires major changes in behavior of significant importance to the individual or group.
True
Which of the following is one of Experian's technology profiles based on an extensive analysis of attitudes, lifestyle, and adoption and usage patterns related to technology?
Wizards, Journeymen, Apprentices, Novices
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
Bob is a consumer who strives for a clear social position and is strongly influenced by the actions, approval, and opinions of others. He drives an expensive automobile, and only buys brands of clothing that are considered "status symbols." Which primary motivation is driving Bob's behavior?
achievement motivation
Consumers driven by which primary motivation strive for a clear social position, are strongly influenced by the actions, approval, and opinions of others, and tend to purchase status symbols?
achievement motivation
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 dimension of self-concept refers to the individual's perception of who I am now?
actual self-concept
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
When purchasing an innovation, individual consumers presumably go through a series of distinct steps or stages known as the
adoption process.
A nongeographically bound community, based on a structured set of social relationships among owners of a brand and the psychological relationship they have with the brand itself, the product in use, and the firm is known as a
brand community.
Nominal decisions can be broken into which two distinct categories?
brand loyal decisions and repeat purchase decisions
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.
Gertrude is very environmentally-conscious, so she only uses paper bags at the grocery store and tries to purchase items in packages that are recyclable. Her behavior concerns which type of situation?
disposition situation
Exploding demand and short product life-spans for high-tech gadgets such as mobile phones, personal computers, and various other personal electronic devices is creating growing concerns over
e-waste
Consumer-generated content helps brands do which of the following?
engage with customers, increase brand sales, increase the brands awareness
Which problem recognition involves a discrepancy that a variety of brands within a product category can reduce?
generic problem recognition
Arm & Hammer baking soda has been very successful promoting other uses for this product. Advertisements provide several uses other than baking, such as removing odors from carpeting, the laundry, and kitty litter boxes. Finding more uses for a product is known as
expanded usage situation.
Employees who deal directly with consumers are known as
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
In the VALS typology, which primary motivation is characteristic of consumers guided in their choices by their beliefs and principles rather than by feelings or desire for social approval?
ideals motivation
Amber tends to be individualistic and prefers to do things her own way. She lives on her own and decides for herself what she wants to do or how to do things. Which type of self-concept describes Amber?
independent self-concept
Which type of self-concept emphasizes personal goals, characteristics, achievements, and desires?
independent self-concept
Individuals with which type of self-concept are more likely to seek adventure and excitement through travel, sports, and entertainment, to be opinion leaders, and to prefer magazines over TV?
independents
Reference group influence can take three forms: informative, normative, and identification
informative, normative, and identification
Which dimension of product performance relates to the physical functioning of the product?
instrumental
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
Charles was the last person on his block to purchase a color television set, and that was in the 1980s. He just couldn't see the reason to purchase a new color television if his old one was working just fine. He finally purchased one because his old TV stopped working. In terms of adopter categories, Charles would be classified as a(n)
laggard
Which type of consumer decision making includes the evaluation of only a few attributes, simple decision rules, and few alternatives?
limited decision making
Consumers who do not place heavy weight on the opinions and feelings of others are called
low self-monitors.
some individuals have information about many different kinds of products, places to shop, and other aspects of markets. They can be considered a special type of opinion leader and are known as
market mavens
Some companies attempt to initiate problem recognition through
mass media advertising and point-of-purchase displays.
Clark and his family normally live paycheck to paycheck. However, this month, they found themselves with a little extra money, so they decided to go out to a nice restaurant and to a movie. This is an example of the antecedent state of
momentary conditions.
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
Carmen was participating in a psychographic study, and several questions pertained to activities and interests. Questions regarding this aspect of lifestyle include which of the following?
nonoccupational behaviors to which consumers devote time and effort, such as hobbies, sports, public service, and church
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
Amie usually wears a uniform to her Catholic school, but on the first Friday of every month, students can wear other clothes as long as they bring in something for the church's food bank. Amie loves to shop and has plenty of fashionable clothes, but on these free dress days, she usually wears blue jeans, a T-shirt, and athletic shoes. Her mother asked her why she doesn't wear her nice clothes, and Amie told her that she would be made fun of at school. Which type of influence do the other students have on Amie?
normative
Some consumers are highly susceptible to interpersonal influence, which is a
personality trait
Décor, sounds, aromas, lighting, weather, and configurations of merchandise or other materials surrounding the stimulus object are included in which situational characteristic?
physical surroundings
Which dimension of self refers to how I am or would like to be to myself?
private self-concept
Which approach to problem recognition examines the purchase or use of a particular product or brand?
product analysis
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
Carmen is double majoring in fashion merchandising and graphic design in college. When she graduates, she wants to design the physical environment of retail stores, particularly those in women's fashions. She wants to create environments that create specific mood responses in shoppers. Which field best describes what Carmen wants to do?
retail atmospherics
What do Hispanic girls celebrate when they are 15 years old?
ritual situation and Cinco de Mayo
Samantha and Greg have owned an MG for several years and enjoy taking road trips through the Rockies with other MG owners every year. Which characteristic of brand communities does this illustrate?
rituals and traditions
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.
Which of the following is a reason consumers give gifts?
social expectations, ritualized consumption experiences, to elicit return favors, as an expression of love and caring
Radian6 is a leader in the field of
social media measurement and consumer problem discovery
Richard is reassessing his life and asking himself, "How am I seen by others?" He is also asking himself, "How would I like to be seen by others?" Richard is seeking his
social self-concept.
Why must manufacturers design products with both the primary purpose and other potential uses in mind?
stringent product liability laws
The costs of finding, evaluating, and adopting another solution are known as
switching costs.
One aspect of purchasing from QVC, one of the cable shopping channels on television, is that the "offer" will expire within a certain amount of time, creating a sense of urgency among consumers. Teresa watches this channel frequently, and admitted that this aspect of the situation does influence her decision to buy something. Which characteristic of the situation is influencing Teresa and others' behavior?
temporal perspective
Which of the following is a situational characteristic?
temporal perspective
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.
With respect to the typology of service environments, a bank would be categorized as
utilitarian
One study found that wedding gifts tend to be __________ while birthday gifts tend to be__________.
utilitarian; fun
Identification influence is also called __________ influence.
value-expressive
