Deck 14: Consumption to Satisfaction

Question 1

Consumer dissatisfaction can be defined as a mild,negative affective reaction resulting from an unfavorable appraisal of a consumption outcome.

Answer 1

True

Question 2

Initiatives that increase customer satisfaction always improve top-line performance.

Answer 2

False
Initiatives that increase customer satisfaction do not always improve top-line performance.

Question 3

Services and experiences are usually classified as durable by default.

Answer 3

False
Services and experiences are usually classified as nondurable by default.

Question 4

The basic disconfirmation model proposes that consumers enter into a consumption experience with predetermined cognitive expectations of consumption.

Question 5

Consumption frequency refers to the number of consumers consuming the same product or service in a given geographic location.

Question 6

The consumption of synthetic experiences adds value over the consumption of authentic things particularly when the consumption environment contains high degrees of symbolism.

Question 7

Satisfaction is the only postconsumption reaction that exists.

Question 8

A consumer with low satisfaction exhibits much more noticeable and persistent behavior than does an angry consumer.

Question 9

Positive disconfirmation leads to consumer dissatisfaction by disconfirming the positive expectations associated with the product under consideration.

Question 10

Satisfaction as an emotion is extremely strong and creates relatively strong behavioral reactions.

Question 11

Durable goods are goods that are consumed over extremely short periods of time.

Question 12

Nondurable goods are consumed over a long duration.

Question 13

A refrigerator is an example of a durable good.

Question 14

Authenticity means something (including an experience)is real,genuine,and unique,and has a history or tradition.

Question 15

Consumer satisfaction is a preconsumption phenomenon.

Question 16

Negative disconfirmation leads to consumer satisfaction by disconfirming negative expectations associated with the product.

Question 17

Emotions influence consumer behavior only after the consumption of a product or service.

Question 18

Meaning transference begins with culture.

Question 19

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

Question 20

The process through which cultural meaning is transferred to a product and onto the consumer is called meaning transference.

Question 21

Self-perception theory states that consumers are motivated to act in accordance with their attitudes and behaviors.

Question 22

Desires are the level of a particular benefit that will lead to a valued end state.

Question 23

An inequitable exchange can occur when a consumer believes that he or she has been taken advantage of by a company or when another customer has been treated more favorably.

Question 24

Consumers who frame expectations based on what ought to happen show a greater tendency toward being satisfied relative to consumers who experience anticipatory hope.

Question 25

Hope is a fundamental emotion evoked by positive,anticipatory appraisals which signal uncertainty about a positive outcome.

Question 26

With low involvement,high expectations will be associated directly with increased dissatisfaction,and low expectations will be associated directly with increased satisfaction.

Question 27

If performance perceptions exactly match what was expected,neutral disconfirmation is said to occur.

Question 28

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

Question 29

Ideal expectations are expectations about what a consumer really wants to happen during an experience if everything were ideal.

Question 30

Expectations are preconsumption beliefs concerning what will occur during an exchange and/or consumption of a product.

Question 31

When expectations lack a strong degree of confidence,satisfaction is less strongly influenced by perceived performance.

Question 32

Service quality can be thought of as the overall goodness or badness of a service provided.

Question 33

Service quality is often discussed as the difference between consumer expectations of different service aspects and the actual service that is delivered.

Question 34

Equity theory proposes that consumers are satisfied with their own level of inputs and outcomes in an exchange and make no effort to compare them with that of another party.

Question 35

Expectations about what a consumer thinks will actually occur during an experience are also known as normative expectations.

Question 36

The tendency for expectations to guide performance perceptions is called confirmatory bias.

Question 37

When a consumer has no previous experience or expectation regarding a product,then perception directly influences satisfaction.

Question 38

Research has indicated that when expectations are held with a strong degree of confidence,both disconfirmation and performance perceptions affect satisfaction.

Question 39

Expectations that a consumer forms regarding what he or she thinks should happen given the level of work that he or she has put into the experience are known as predictive expectations.

Question 40

The confirmatory bias works in conjunction with the self-perception theory.

Question 41

The number of times a product or service is consumed in a given time period is known as consumption _____.

A) amount
B) value
C) replacement
D) replenishment
E) frequency

Question 42

The locus element of the attribution theory involves judgments of whether the outcome was controllable or not.

Question 43

Consumer refuse is 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.

Question 44

The term distributive fairness refers to the way a consumer judges the outcomes of an exchange.

Question 45

Trashing cuts down on garbage while providing raw materials for other new products.

Question 46

Goods that are consumed over long periods of time are known as _____ goods.

A) degradable
B) nondurable
C) perishable
D) durable
E) virtual

Question 47

The term interactional fairness captures how fairly a consumer believes he/she is treated when dealing with service personnel in resolving some issue.

Question 48

Goods that are consumed quickly are known as _____ goods.

A) durable
B) nondurable
C) recyclable
D) nondegradable
E) nonperishable

Question 49

A self-ascribed event occurs when a consumer blames himself or herself for a bad event.

Question 50

Analysis of typical consumer responses to a direct,global measure scale indicates that the data are right skewed.

Question 51

Automobiles and refrigerators are examples of _____ goods.

A) durable
B) nondurable
C) perishable
D) recyclable
E) degradable

Question 52

The process through which cultural ideals or values are shifted into products and then to consumers is known as _____.

A) consumption frequency
B) cognitive dissonance
C) meaning transference
D) distributive fairness
E) positive disconfirmation

Question 53

Services and experiences are usually classified as _____ by default.

A) durable
B) nondurable
C) nonperishable
D) degradable
E) recyclable

Question 54

Which of the following is an example of a durable good?

A) An air conditioner
B) A bottle of water
C) A facial cream
D) A toilet paper roll
E) A bottle of perfume

Question 55

Cognitive dissonance refers to lingering doubts about a decision that has already been made.

Question 56

Packrats possess a lifestyle trait leading to a strong tendency toward retaining consumption-related possessions.

Question 57

Which of the following is an example of a nondurable good?

A) An air conditioner
B) A bottle of water
C) Furniture
D) A washing machine
E) Cutlery

Question 58

Soft drinks and facial tissues are examples of _____ goods.

A) durable
B) nondurable
C) virtual
D) nondegradable
E) nonperishable

Question 59

Attribution theory focuses on explaining why a certain event has occurred.

Question 60

Jake has a passion for collecting old watches.He's particularly interested in those from the 1920s because they have a history behind them.He has learned that some of them are fake.Therefore,he takes the watches to an appraiser to ensure that they are genuine before he agrees to purchase them.Jake is concerned with the _____ of the watches.

A) canonicity
B) periodicity
C) reliability
D) stability
E) authenticity

Question 61

A mild,negative affective reaction resulting from an unfavorable appraisal of a consumption outcome is known as consumer _____.

A) dissatisfaction
B) disgust
C) regret
D) dissonance
E) disconfirmation

Question 62

According to the expectancy/disconfirmation theory,when performance perceptions do not meet expectations,_____ occurs.

A) confirmation
B) positive disconfirmation
C) neutral disconfirmation
D) negative disconfirmation
E) satisfaction

Question 63

Expectations are the cognitive component of _____.

A) dissonance
B) confirmation
C) anticipation
D) consumption frequency
E) meaning transference

Question 64

Which of the following leads to consumer satisfaction?

A) Positive disconfirmation
B) Negative disconfirmation
C) Neutral confirmation
D) Reverse expectation
E) Perceptual expectation

Question 65

Holly wants to have an extravagant wedding on an exotic,tropical island.She dreams that the weather will be perfect and that all her friends and family will have the most memorable time of their lives.This describes Holly's _____ expectations with regard to this event.

A) predictive
B) normative
C) ideal
D) equitable
E) relative

Question 66

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

A) Cognitive dissonance
B) Cognitive transference
C) Consumer attribution
D) Consumer satisfaction
E) Neutral disconfirmation

Question 67

Patty saw a product at a spa that claimed it was a "facelift in a bottle." She asked the salesclerk if the claim was true.The salesclerk guaranteed Patty that the effects would be visible if the product was used regularly.Patty paid $69.95 for the product and took it home anticipating a positive result from using it.Which of the following best reflects Patty's expectation from the product?

A) Respite
B) Hope
C) Anxiety
D) Surprise
E) Relief

Question 68

Expectations of what a consumer thinks should happen given past experiences with a product or service are called _____ expectations.

A) relative
B) predictive
C) ideal
D) normative
E) equitable

Question 69

Which of the following statements is true of consumer satisfaction?

A) It is a relatively enduring consumer trait.
B) It results from an unfavorable appraisal of a consumption outcome.
C) It is a postconsumption phenomenon as it is a reaction to an outcome.
D) It is a strong emotion that creates relatively strong behavioral reactions.
E) It functions as the single existing postconsumption emotion for consumers.

Question 70

Which of the following is a fundamental emotion evoked by negative,anticipatory appraisals which signal uncertainty about a negative outcome?

A) Envy
B) Fear
C) Hope
D) Surprise
E) Anger

Question 71

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

A) predictive
B) normative
C) equitable
D) ideal
E) relative

Question 72

Which of the following theories proposes that consumers enter into a consumption experience with predetermined cognitive expectations of consumption against which the actual perceptions are judged?

A) Cognitive attribution theory
B) Expectancy/disconfirmation theory
C) Path-goal theory
D) Equity theory
E) Balance theory

Question 73

When James's friend bought a convertible from a particular automobile company,James was apprehensive because he had had a bad experience with a car from the same company.James' apprehension toward his friend's purchase is an example of a(n)_____ expectation.

A) relative
B) ideal
C) equitable
D) introspective
E) normative

Question 74

Prior to the 1930s,diamond engagement rings did not enjoy much significance in the United States.However,persistent promotions by diamond companies such as associating diamond as symbolic of the "forever" element in marriage,diamond engagement rings have now become the norm,so much so that now,it has become a cultural requirement.Which of the following accounts for the cultural significance gained by diamond engagement rings?

A) Distributive fairness
B) Meaning transference
C) Consumption frequency
D) Positive disconfirmation
E) Cognitive dissonance

Question 75

Which of the following is a fundamental emotion evoked by positive,anticipatory appraisals which signal uncertainty about a positive outcome?

A) Curiosity
B) Desire
C) Hope
D) Anxiety
E) Surprise

Question 76

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

A) premeditations
B) perceptions
C) confirmations
D) temptations
E) expectations

Question 77

According to the expectancy/disconfirmation theory,when performance perceptions are more positive than what was expected,_____ occurs.

A) positive disconfirmation
B) negative disconfirmation
C) dissatisfaction
D) confirmation
E) positive expectation

Question 78

Edward,who is planning to get himself a pre-owned car,did not visit any dealerships as he expects a good deal from his friend who sells pre-owned cars.Edward's expectation is an example of a(n)_____ expectation.

A) relative
B) predictive
C) ideal
D) equitable
E) normative

Question 79

According to the expectancy/disconfirmation theory,when performance perceptions exactly match what was expected,then _____ occurs.

A) positive disconfirmation
B) negative disconfirmation
C) confirmation
D) dissatisfaction
E) reverse expectation

Question 80

Jane is eagerly looking forward to attend the summer festival that will take place over the next few weeks as she believes that it will be a fun event.Jane's belief is a reflection of her _____ from the event.

A) substantiations
B) expectations
C) premeditations
D) confirmations
E) temptations