Deck 12: Consumer Misbehaviour

Question 1

Consumers are likely to misbehave over price because:

A) there is a psychological problem experienced by a consumer
B) there is a lack of social support available from family and friends
C) of school education and income levels
D) there is a gap between consumption/ownership aspirations of consumers and the financial means to realize these aspirations

Answer 1

there is a gap between consumption/ownership aspirations of consumers and the financial means to realize these aspirations

Question 2

Which of the following is an important motive for consumer misbehaviour?

A) When some consumers find the act of misbehaving to be a thrilling experience in which they defy basic legal and moral strictures
B) When consumers conform to their family values
C) When consumers feel confused about what the marketers are doing
D) When consumers deliberately damage a product

Answer 2

When some consumers find the act of misbehaving to be a thrilling experience in which they defy basic legal and moral strictures

Question 3

Which of the following is NOT a motive for consumer misbehaviour?

A) Inability to fulfill consumption goals through legitimate means
B) Perception of misbehaving as a thrilling experience
C) An absence of moral constraint
D) Too much media fragmentation and consumer liberty to take action

Answer 3

Too much media fragmentation and consumer liberty to take action

Question 4

Example of consumer misbehaviour related to distribution include which of the following?

A) Buying products to indulge in sports which damage the environment
B) Adding graffiti to outdoor posters and other advertisements
C) Vandalism of shops and shopping malls
D) Abuse of services, such as 'bad behaviour' when travelling on planes or when on holiday

Question 5

Examples of consumer misbehaviour related to products and services include which of the following?

A) Use of environmentally damaging products such as cars, airline travel and fur garments
B) Use of products that are conspicuous in nature and are publicly consumed (e.g. cars and jeans)
C) Use of products that are purchased less often by consumers
D) Use of products that require high levels of advertising expenditure

Question 6

Examples of consumer misbehaviour related to market research include which of the following?

A) Distorting advertising messages to damage the reputation of a brand out of spite
B) Deliberately distorting purchase details in loyalty and marketing database schemes by, for example, swapping loyalty cards
C) Deliberately mis-responding to a questionnaire item
D) Deliberating abusing a staff of a firm

Question 7

Examples of consumer misbehaviour related to price include which of the following?

A) Identity theft, abuse of personal details of other consumers
B) Avoidance of paying the price, not owning up to being undercharged or given too much change, or falsely claiming the reverse
C) Paying for anti-social products
D) Paying for the purchase for pornography products which exploit and damage women in particular and sometimes children

Question 8

Which of the following is NOT a reason for consumers to boycott a large company's products/services?

A) Consumers feel that the company operates in an unethical way
B) Consumers feel a huge social distance between the company and themselves
C) Consumers perceive a big gap between the GDP figure for many underdeveloped countries and profits made by large companies
D) Consumers feel that they have high levels of expertise

Question 9

By definition, compulsive consumer behaviour is:

A) repetitive in nature and carries negative consequences for the person even though there can some short term reward
B) expensive in nature and can mislead consumers in many ways
C) symbolic in nature and allows consumers to express their identities
D) highly desirable in nature and can provide a lot of benefits to consumers

Question 10

Perceived egregiousness is motive for consumer boycott and occurs:

A) when consumers spread negative word of mouth through chat rooms
B) when consumers have some valid ethical concerns about the company
C) when consumers believe that by participation they can make a difference
D) when consumers believe that a company has engaged in an outrageous action

Question 11

As per Austin et al., (2006), anti-commerical consumer rebellion is composed of what?

A) Artifice, avoidance, cynicism and manipulation
B) Artificial, outrageous, damaging, avoiding
C) Boycotting, negative word of mouth and anti branding consumption
D) Manipulation, copycatting, cheating, chatting

Question 12

Consumer research studies show that consumer animosity can be:

A) Negatively related to reference group evaluations
B) Negatively related to emotions, feelings and excitement
C) Negatively related to attitudes, intentions and behaviours
D) Negatively related to attitudes towards products made in a particular country but not to their judgements of product quality

Question 13

According to Lovelock (1994), a jaycustomer is consumer who avoids paying for products, breaks the rules, is rude to employees and vandalises company property to show his/her anger.

Question 14

An otherwise well-behaved consumer sometimes misbehaves while in the company of a group of friends.

Question 15

Compulsive buying behaviour is a response to some controllable drive or desire to purchase a product on a regular basis.

Question 16

Compulsive buyers have high levels of self-esteem and a high ability to fantasize, which allows them to escape from the realities of life.

Question 17

Rindfleisch et al. (1997) reported that young adults whose parents were divorced or separated showed much higher levels of compulsive buying than those whose parents where not divorced or separated.

Question 18

Consumers with low levels of self-monitoring behave more according to their own beliefs and attitudes, and are less influenced by the perceived or actual approval of their social environment.

Question 19

According to the cultural authority perspectives, consumers view marketers as cultural engineers with strong ability and techniques to shape consumer desires and actions.

Question 20

Consumer misbehaviour is a matter of concern for individual consumers and not for marketers.

Question 21

Consumer behaviour cannot influence the emotional state of employees.

Question 22

Theft, shoplifting, black markets, bootlegging and buying of counterfeiting brands are examples of illegal consumer behaviour.

Question 23

Boycotting behaviour is considered by many as a collective action and a form of pro-social behaviour similar to voting in which consumer actions are intended to benefit many rather than a single person.

Question 24

Regardless of boycott outcome, some consumers are likely to boycott when they perceive themselves as morally corrupt persons or when the social and personal self-esteem associated with supporting a cause is low.

Question 25

Consumers are less likely to boycott when they have some valid counterarguments.

Question 26

Consumers from all walks of life can get involved in shoplifting.

Question 27

A recent BBC Panorama program praised the working conditions of workers in third world countries involved in producing products for Primark.

Question 28

What does the word 'joycustomer' refer to?

Question 29

The term 'consumer terrorist' is used in the literature to describe what?

Question 30

Can normal people engage in consumer misbehaviour?

Question 31

What is abnormal consumer behaviour?

Question 32

What is compulsive behaviour?

Question 33

What are the key features of compulsive behaviour?

Question 34

What factors contribute towards the development of compulsive behaviour?

Question 35

What are some of the key features of compulsive buyers?

Question 36

Can consumer behaviour be illegal?

Question 37

Why do consumers develop negative attitudes towards companies and may end up boycotting their products?

Question 38

What is meant by the cultural authority perspective?

Question 39

Why can conflict arise between consumers and brand owners?

Question 40

What are the main motives for consumer misbehaviour?

Question 41

Provide some examples of consumer misbehaviour with respect to products and services.

Question 42

Provide some examples of consumer misbehaviour with respect to price.

Question 43

Provide some examples of consumer misbehaviour with respect to distribution.

Question 44

Provide some examples of consumer misbehaviour with regards to promotion.

Question 45

Provide some examples of consumer misbehaviour with respect to employees.

Question 46

Provide some examples of consumer misbehaviour with respect to relationship marketing.

Question 47

Provide some examples of consumer misbehaviour with respect to market research.

Question 48

Explain anti-commercial consumer rebellion.

Question 49

What is meant by consumer animosity?

Question 50

According to Klien et al., (2004), what are the main motivations for consumers to participate in boycotts?