mkt 305 final

Which of the following statements is true in the context of consumer loyalty?

A firm that concentrates on repeated behavior alone, perhaps by always being convenient, can do well but remains vulnerable to competitors.

Which of the following is true of complaining behavior in customers?

An angry customer is more likely to complain than a disgusted consumer

Which of the following affects consumption outcomes prior to consumption?

Anticipation

Which of the following is true of noncompensatory rules?

Any option that does not meet the specifications of consumers is eliminated from consideration.

_____ is the perceived relationship between product features.

Attribute correlation

Which of the following theories consists of the three elements of locus, control, and stability?

Attribution theory

Which of the following disorders is characterized by the consumption of large amounts of food while feeling a general loss of control over food intake?

Binge eating disorder

_____ describes the idea that perfectly rational decisions are not always feasible because of constraints found in information processing.

Bounded rationality

Which of the following statements is true of the issues that affect consumer judgments?

Brand names are stronger signals of quality than is price.

Which of the following characteristics of relationship quality represents the understanding between a consumer and a firm?

Communication

Which of the following best describes chronic, repetitive purchasing behaviors that are in response to negative events or feelings?

Compulsive buying

In the context of consumer choice, which of the following statements is true?

Consumers have gradually become less brand-loyal and more store-loyal.

In the context of value and alternative evaluation, which of the following statements is true of the way consumers process information to solve a problem?

Consumers often settle for a solution that is simply good enough to solve a problem.

In the context of consumer share, which of the following statements is true of value and switching?

Customers who switch service providers are more likely to be loyal if they experience comparatively increased hedonic value.

Which of the following is an example of consumer misbehavior?

Cyberbullying

In which of the following services will utilitarian value be more strongly related to customer share than hedonic value?

Dental treatment

____ results from a cognitive comparison between a consumer's expectations and the consumer's actual performance perception.

Disconfirmation

____ refers to the mutually profitable relationship between a buyer and a seller, which enables them to solve conflicts.

Equity

_____ are the cognitive component of anticipation.

Expectations

Which of the following types of switching costs consists of the total economic resources that must be spent or invested as a consumer learns how to obtain value from a new product choice?

Financial switching costs

Stan has not shopped at Resplendent Stores, a chain of retail stores, in more than two years. Because of a bad experience at the store, he dislikes the store and has vowed never to shop there. In the given scenario, which of the following is true of Stan?

He has become an antiloyal consumer.

____ include emotional, symbolic, and subjective attributes or benefits that are associated with an alternative.

Hedonic criteria

Which of the following is considered more harmful and less vulnerable?

High-interest-rate credit cards marketed to above-average income segment consumers

_____ are what a consumer really wants to happen during an experience if everything was perfect.

Ideal expectations

Which of the following is true of a consumption experience?

It has the potential to produce a utilitarian value.

hich of the following statements is true of true customer loyalty?

It involves the feeling of attachment between a firm and its customer.

Identify a true statement about consumer dissatisfaction.

It is a negative consumption outcome

Which of the following is true of consumer satisfaction?

It is a post-consumption phenomenon.

Which of the following defines consumption?

It is the process that converts time, goods, ideas, or services into value for customers.

Which of the following is true of cognitive dissonance?

It occurs when customers make a decision that involves risk.

Identify a true statement about attribution theory

It proposes that consumers look for the cause of particular consumption experiences when arriving at satisfaction judgments.

Identify an accurate statement about customer satisfaction.

It results from a cognitive appraisal.

_____ refer to societal and professional standards of right and fair practices that are expected of marketing managers as they develop and implement marketing strategies.

Marketing ethics

Which of the following statements is true of complaining behavior?

Negative approach emotions like anger are most likely to precede complaining behavior.

Identify a true statement about noncompensatory rules.

Noncompensatory rules are often used in low-involvement situations.

Which of the following is true of online retail stores?

Online retailers are beginning to build physical stores.

Which of the following is a tool that marketers use to assess consumers' choice criteria?

Perceptual maps

Which of the following characteristics of relationship quality indicates that a seller treats a customer as an individual with unique desires and requirements?

Personalization

Which of the following occurs when consumers spread information from one to another about favorable consumption experiences?

Positive word-of-mouth

_____ lead to an affective reaction most conventionally represented by consumer satisfaction or dissatisfaction.

Post-consumption cognitions

Which of the following types of switching costs involves lost time and effort?

Procedural switching costs

In the context of evaluating a house for buying, which of the following is a utilitarian criterion?

Proximity to work

Which of the following disposal alternatives cuts down on garbage while providing raw materials for other new products?

Recycling

_____ states that consumers are motivated to act in accordance with their attitudes and behaviors.

Self-perception theory

Which of the following is true of price gouging?

State officials warn against price gouging.

____ are the costs associated with changing from one choice, such as a brand, retailer, or service provider, to another.

Switching costs

Which of the following types of ethical evaluations focuses on the consequences of behaviors and the individual's assessment of those consequences?

Teleological evaluations

Which of the following provides the Federal Trade Commission with jurisdiction over misleading or false advertising?

The Wheeler-Lea Act

Which of the following is true of preferred customer perks?

The customers receiving these perks are disproportionately profitable for the company.

Which of the following decision rules is most commonly used by people?

The lexicographic rule

Which of the following is true of noncompensatory rules?

They allow consumers to simplify their thought processes.

Which of the following statements is true of the underlying attributes of a product?

They are often perceived only during consumption.

Which of the following statements is true of the perceptual attributes of a product?

They can be evaluated prior to actual purchase.

Which of the following is true of loyalty cards or programs?

They can be used to learn more about customer groups' shopping patterns.

Which of the following is true of determinant criteria?

They depend on the situation in which a product is consumed.

Which of the following is true of antiloyal customers?

They do everything possible to avoid doing business with a particular marketer.

Identify a true statement about loyalty programs in the United States.

They more often work by offering on-the-spot discounts.

Which of the following is true of benefits?

They play an important role in the value equation.

Which of the following characteristics of relationship quality represents the perception that a buyer and a seller can depend on each other?

Trust

Which of the following is a difference between durable and nondurable goods?

Unlike durable goods, nondurable goods do not pose major problems if they do not perform well.

Which of the following is true of customer expectations?

With low involvement, low expectation is associated with increased dissatisfaction.

In the context of criteria selection when evaluating products, which of the following is true of consumer behavior?

Young and inexperienced consumers rely more heavily on perceptual attributes than do older consumers.

in the context of consumer satisfaction, _____ is the level of a particular benefit that will lead to a valued end state.

a desire

A physiological dependency on the consumption of a product is known as _____.

addictive consumption

Emotions play a big role in _____.

affect-based evaluation

When Jane wanted to buy jewelry for her wedding, she decided to purchase it from a store that her mother patronized. She didn't spend any time looking for jewelry in other stores. All that mattered to her was the emotion associated with buying something closely associated with her childhood. Jane's decision is most likely based on _____.

affect-based evaluation

Disgust in consumers is most likely to evoke a(n) _____

avoidance response

In a phone with a large screen size, ease of viewing is a(n) _____.

benefit

Unlike nondurable goods, durable goods are:

bought at a higher cost.

The term _____ is used to describe the practice of offering essentially identical products with different model numbers or names.

branded variants

In the context of the outcomes of consumption, equity perceptions are:

cognitive reactions related to fairness or justice

The attitude-toward-the-object model represents a ___

compensatory approach

In consumer behavior, _____ is the tendency for expectations to guide performance perceptions.

confirmatory bias

Marketers use _____ to assess consumers' choice criteria.

conjoint analysis

Negative word-of-mouth (negative WOM) is said to occur when:

consumers pass on unfavorable information about a company from one to another.

Confirmatory bias is particularly present when

consumers receive recommendations from the marketer.

The way a consumer judges the outcomes of an exchange is known as _____.

distributive fairness

Goods that are typically expensive and consumed over long periods of time are known as _____

durable goods

Pre-consumption beliefs concerning what will occur during an exchange and/or consumption of a product are known as _____.

expectations

The underlying attributes of a product are referred to as _____.

experience qualities

In the context of motivations of consumer misbehavior, differential association explains why:

groups of people replace one set of acceptable norms with another set that others view as unacceptable.

Consumer satisfaction is important because

it correlates with repeat purchases

A firm is most likely to be vulnerable to satisfied customers' switching behavior when the switching costs are:

low and the firm operates in a business environment with high competitive intensity.

A healthy relationship between a consumer and a marketer

makes the decision-making process simpler for the consumer.

In consumer behavior, _____ refer to convictions about the perceived ethicality of behaviors.

moral beliefs

Services and experiences are usually classified as _____ by default.

nondurable

Goods that are typically inexpensive and consumed quickly are known as _____.

nondurable goods

Soft drinks and facial tissues are examples of _____

nondurable goods

Compulsive shopping is also referred to as _____.

oniomania

Carbonated drinks loaded with sugar and having little nutritional value are examples of _____.

pleasing products

In the context of evaluating a car for buying, _____ is a hedonic criterion.

prestige

Purchasing and using a product before returning it for a refund is a practice known as _____.

retail borrowing

The foot-in-the-door selling technique is based on ____

self-perception theory

Customer share is sometimes referred to as _____

share of wallet

The marketing technique in which consumers are completely unaware that they are being marketed to is called _____.

stealth marketing

Cause-related marketing activities involve a company engaging in socially responsible activities in order to increase the value of the firm, such as a company donating to a cause every time a consumer purchases its product. These types of marketing activities would most likely be categorized as an organization's _____.

strategic initiatives

In the context of product categorization, Diet Coke, a brand of cola, is an example of a(n) ____

subordinate category

In the context of product categorization, Honda Accord, a sedan, is an example of a(n) _____.

subordinate category

The inability of consumer satisfaction/dissatisfaction (CS/D) to predict the future purchasing behavior of consumers is attributed to _____.

switching costs

A consumer is more likely to experience true dissonance following a purchase when:

the consumer has low self-confidence.