Deck 14: Consumption to Satisfaction

Question 1

Satisfaction results from a cognitive appraisal, which is sometimes referred to as the satisfaction effect.

Answer 1

False

Question 2

Value creation is the heart of Consumer Behaviour and is what consumers seek from the consumption process

Answer 2

True

Question 3

According to the expectancy/disconfirmation theory, consumers' expectations are used as a type of benchmark against which actual performance perceptions are judged.

Answer 3

True

Question 4

Attribution theory proposes that consumers enter into a consumption experience with predetermined cognitive expectations of a product's performance.

Question 5

Meaning transference begins with culture.

Question 6

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

Question 7

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

Question 8

Product turnover refers to the number of times a product or service is consumed in a given time period.

Question 9

The most commonly accepted theory of consumer satisfaction is the theory of reasoned action.

Question 10

Temporal factors, antecedent conditions, and the physical environment are particularly influential on the consumption experience.

Question 11

Consumers may experience other types of emotions besides satisfaction after consumption.

Question 12

Satisfaction is an emotion that usually creates strong behavioural reactions.

Question 13

When performance perceptions are more positive than what was expected, positive disconfirmation occurs.

Question 14

A refrigerator is an example of a durable good.

Question 15

Consumer satisfaction is a postconsumption phenomenon because it is a reaction to an outcome.

Question 16

According to the expectancy/disconfirmation theory, disconfirmation leads to consumer dissatisfaction.

Question 17

According to the text, satisfaction should be the key outcome variable for marketers and consumers.

Question 18

All services are non-durable goods.

Question 19

Permanent goods are goods that are consumed over long periods of time.

Question 20

Non-durable goods are consumed quickly.

Question 21

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

Question 22

Social comparison theory proposes that consumers cognitively compare their own level of inputs and outcomes to those of another party in an exchange.

Question 23

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

Question 24

Consumer expectations have three components: locus, control, and stability.

Question 25

An important issue in satisfaction theory is the degree to which consumers are confident in their expectations.

Question 26

Consumer expectations can directly impact satisfaction, but only when the consumer has very little involvement.

Question 27

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

Question 28

Consumers form expectations based on a number of different sources.

Question 29

Ideal expectations are 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.

Question 30

Performance perceptions can directly influence consumer satisfaction formation independent of the disconfirmation process, particularly when expectations are high.

Question 31

According the expectancy/disconfirmation theory, expectations can only impact satisfaction through the disconfirmation process.

Question 32

Research has indicated that when expectations are not held with a strong degree of confidence, both disconfirmation and perceived performance affect satisfaction.

Question 33

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

Question 34

An inequitable exchange can occur when a consumer believes that another customer has been treated more favourably.

Question 35

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

Question 36

Expectations do not affect performance perceptions.

Question 37

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

Question 38

According to the expectancy/disconfirmation theory of consumer satisfaction, disconfirmation is the satisfaction judgment.

Question 39

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

Question 40

Expectations may be thought of as pre-consumption beliefs of what will occur during an exchange and/or consumption of a product.

Question 41

What type of goods are automobiles, refrigerators, and air conditioners?

A) durable
B) non-durable
C) high expectation
D) primary

Question 42

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

Question 43

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

Question 44

Which term refers to the attempt by marketers to increase the number of times a product is consumed?

A) consumption amount
B) consumption value
C) consumption replacement
D) consumption frequency

Question 45

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 46

What are durable goods?

A) goods that are usually consumed quickly
B) goods that have a high consumption frequency
C) goods that require the consumer to go through the consumption process whereas non-durable goods do not
D) goods that are usually consumed over a long period of time

Question 47

What is the term for goods that are consumed quickly?

A) durable goods
B) non-durable goods
C) primary goods
D) secondary goods

Question 48

Consumers will be dissatisfied if they perceive inequitable treatment.

Question 49

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

Question 50

Jake collects old watches. He's particularly interested in those from the 1920s because they have a history behind them. He's learned that some are fake, however, so he takes a watch to an appraiser to ensure it is genuine before he agrees to purchase it. What is Jake concerned with regarding this product?

A) transference
B) confirmation
C) stability
D) authenticity

Question 51

Which emotion is evoked by positive, anticipatory appraisals?

A) fear
B) joy
C) hope
D) satisfaction

Question 52

Which term refers to something is real and genuine and has a history or tradition?

A) authenticity
B) transference
C) assimilation
D) credibility

Question 53

The locus element of attribution theory involves the extent to which an outcome was controllable or not.

Question 54

The three key elements of attribution theory are expectations, control, and satisfaction.

Question 55

One problem with satisfaction measures is that they are right skewed.

Question 56

The De Beers diamond company advises men to spend two months' salary for a diamond engagement ring for their beloved because "A Diamond Is Forever." Interestingly, diamond engagement rings didn't have much meaning in the United States prior to 1930 or so; therefore, diamond engagement rings derive their value from culture. What is the term for this process that has occurred with diamonds?

A) meaning transference
B) assimilation
C) accommodation
D) iconic transfer

Question 57

According to the disconfirmation element of attribution theory, a consumer assesses whether an outcome was controllable or not.

Question 58

What is the process through which cultural meaning is transmitted to a product and onto the consumer?

A) cultural transference
B) cultural infusion
C) meaning transference
D) assimilation

Question 59

What type of goods are soft drinks, facial tissue, and nail polish?

A) primary
B) superordinate
C) secondary
D) non-durable

Question 60

According to attribution theory, if an event is attributed to a product or company, an external attribution is made.

Question 61

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

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

Question 62

Which consumer theory proposes that consumers use expectations as a benchmark against which performance perceptions are judged and this comparison is a primary basis for satisfaction/dissatisfaction?

A) attribution
B) expectancy/disconfirmation
C) input/output
D) equity

Question 63

What is the most commonly accepted theory of consumer satisfaction?

A) attribution
B) balance
C) expectancy/disconfirmation
D) satisfaction/dissatisfaction

Question 64

Which term refers to the expectations about what a consumer really wants to happen during an experience under perfect conditions?

A) ideal expectations
B) equitable expectations
C) realistic expectations
D) desired expectations

Question 65

According the expectancy/disconfirmation theory, which of the following leads to consumer satisfaction?

A) positive confirmation
B) positive disconfirmation
C) negative confirmation
D) negative disconfirmation

Question 66

Which does NOT accurately describe consumer satisfaction?

A) Consumer satisfaction is a relatively enduring consumer trait.
B) Consumer satisfaction is a postconsumption phenomenon because it is a reaction to an outcome.
C) Like other emotions, satisfaction results from a cognitive appraisal.
D) Satisfaction is a relatively mild emotion that does not create strong behavioural reactions.

Question 67

Which term refers to a mild, positive emotional state resulting from a favourable appraisal of a consumption outcome?

A) cognitive dissonance
B) cognitive transference
C) service quality
D) consumer satisfaction

Question 68

Which term refers to a consumer's mild, negative affective reaction resulting from an unfavourable appraisal of a consumption outcome?

A) dissatisfaction
B) disgust
C) disappointment
D) disconfirmation

Question 69

Ken is buying a new car next week and he expects that he will get a good deal and that driving the car will be fun. What type of expectations does Ken have?

A) realistic
B) predictive
C) ideal
D) normative

Question 70

Which of the following is a possible postconsumption emotion?

A) need
B) want
C) value
D) anger

Question 71

Which term refers to the expectations of what a consumer thinks should happen given past experiences with a product or service?

A) realistic expectations
B) predictive expectations
C) ideal expectations
D) normative expectations

Question 72

Holly is planning her destination wedding to take place on a tropical island. She dreams that the weather will be perfect and that all her friends and family will be able to attend. What type of expectations does Holly have with regard to this event?

A) predictive
B) normative
C) ideal
D) wishful

Question 73

A family had dinner at The Keg, a chain of steak restaurants. They all commented that they enjoyed the restaurant and thought the food was good. Which term best describes their consumption outcome?

A) elation
B) hope
C) expectation
D) satisfaction

Question 74

Which type of expectations form about what a consumer thinks will actually occur during an experience?

A) predictive
B) normative
C) ideal
D) realistic

Question 75

James purchased a Honda Accord and expects that he will like it just as much as he did his previous Honda Accord. Which type of expectations is James experiencing?

A) realistic
B) quality
C) confirmational
D) normative

Question 76

To the manufacturers of GoPro the product isn't just a camera. It's a tool to inspire you to live your life as a thrilling adventure worth documenting. If you want to "Go Pro" then you get a GoPro. Which emotion was does GoPro want customers to experience?

A) joy
B) hope
C) satisfaction
D) value

Question 77

Consumer expectations have two components, with the first part being the probability that something will occur. What is the other part?

A) the probability that that event will be positive
B) the probability that that event will produce a satisfactory outcome
C) a desire for that outcome to occur
D) an evaluation of that potential occurrence

Question 78

In 2013, Rogers topped the list as Canadian's least favourite mobile service provider. Which term refers to this negative affective reaction resulting from customer experience?

A) consumer disconfirmation
B) consumer dissatisfaction
C) consumer anger
D) consumer disappointment

Question 79

Which of the following is NOT a type of expectations?

A) equitable
B) normative
C) ideal
D) perceptual

Question 80

As consumers we're connected to an instant feed of live updates, breaking news, and messages. We believe that when we post something on social media, we will get instant feedback from friends. What is the term for our beliefs of what will occur?

A) satisfaction
B) expectations
C) confirmations
D) predictors