Deck 14: Consumption to Satisfaction

Question 1

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

Answer 1

True

Question 2

Confirmatory bias is present when consumers receive recommendations from the marketer, and return policies are lenient.

Answer 2

True

Question 3

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.

Answer 3

False

Question 4

The basic disconfirmation model proposes that consumers enter into a consumption experience without predetermined expectations.

Question 5

Managers believe that initiatives that increase customer satisfaction always improve top-line performance.

Question 6

A refrigerator is an example of a durable good.

Question 7

Delight, disgust, surprise, exhilaration, and even anger are some of the pre-consumption reactions.

Question 8

From a regulatory focus viewpoint, equitable expectations can be called prevention-based expectations.

Question 9

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

Question 10

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

Question 11

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

Question 12

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

Question 13

Hope is the level of a particular benefit that will lead to a valued end state.

Question 14

Packrats hang onto a relatively manageable number of cherished mementos from the past that bring a great deal of value through nostalgia or personal memories.

Question 15

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

Question 16

Service quality sometimes is seen as determined by the difference between consumer expectations of different service aspects and the actual service that is delivered.

Question 17

Expectations can affect performance perceptions.

Question 18

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

Question 19

In the context of disposing of consumer refuse, recycling cuts down on garbage while providing raw materials for other new products.

Question 20

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

Question 21

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

Question 22

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

A) a packrat
B) bias
C) a desire
D) hope

Question 23

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

Question 24

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

Question 25

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

Question 26

Soft drinks and facial tissues are examples of _____.

A) public goods
B) nondurable goods
C) luxury goods
D) enduring goods

Question 27

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

Question 28

Top-line performance is a business term referring to sales growth, sales being at the top of an earnings statement.

Question 29

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

Question 30

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 31

In terms of regulatory focus theory, ideal expectations could be referred to as promotion-based expectations.

Question 32

Identify an accurate statement about customer satisfaction.

A) It creates strong behavioral motivations.
B) It is a pre-consumption phenomenon.
C) It results from a cognitive appraisal.
D) It is an outcome of cognitive dissonance.

Question 33

Patty buys a product from a spa that is labelled "facelift in a bottle." She pays $69.95 for the product and takes it home anticipating that using the product will make her look young. Based on the information provided, which of the following emotions best reflects Patty's expectation from the product?

A) Pride
B) Hope
C) Confusion
D) Surprise

Question 34

Consumer satisfaction is a pre-consumption phenomenon.

Question 35

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

Question 36

Services and experiences are usually classified as durable by default.

Question 37

Nondurable goods are consumed over a long duration.

Question 38

Denise expects her incentive to be more than her co-workers as she has achieved more sales than her colleagues. In this scenario, Denise's expectation is an example of a(n) _____.

A) equitable expectation
B) mediated expectation
C) ideal expectation
D) normative expectation

Question 39

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 40

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

Question 41

Which of the following is true of customer expectations?

A) They are post-consumption beliefs concerned with what will occur during an exchange.
B) With high involvement, consumers' expectations are based on their ability to think objectively.
C) With low involvement, low expectation is associated with increased dissatisfaction.
D) They are related to thoughts and evaluation of the experience of consumption of a product.

Question 42

An amusement park was recently inaugurated in a city. All the customers who visited the park during the first few days were sent a feedback form via email to rate their overall satisfaction. The customers were provided four answer options to choose from in the feedback form: completely dissatisfied, dissatisfied, satisfied, or completely satisfied. This scale is an example of a(n) _____.

A) attribute-specific measure
B) disconfirmation measure
C) unstructured measure
D) direct measure

Question 43

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

A) Equitable expectations
B) Ideal expectations
C) Predictive expectations
D) Normative expectations

Question 44

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

A) the decision is easy to reverse.
B) the product includes a warranty.
C) the consumer has low self-confidence.
D) the degree of confirmatory bias is low.

Question 45

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

A) Unlike durable goods, nondurable goods are expensive.
B) Unlike durable goods, nondurable goods are long-lasting.
C) Unlike durable goods, nondurable goods do not pose major problems if they do not perform well.
D) Unlike durable goods, nondurable goods do not include consumptions such as services and experiences.

Question 46

Identify a true statement about attribution theory.

A) It states that consumers are motivated to act in accordance with their attitudes and behaviors.
B) It proposes that people compare their own level of inputs and outcomes to those of another party in an exchange.
C) It proposes that consumers look for the cause of particular consumption experiences when arriving at satisfaction judgments.
D) It proposes that consumers use expectations as a benchmark against which performance perceptions are judged.

Question 47

Services and experiences are usually classified as _____ by default.

A) durable
B) nondurable
C) permanent
D) constant

Question 48

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

A) Attribution theory
B) The disconfirmation theory
C) Equity theory
D) The balance theory

Question 49

Edorta is a popular and expensive brand of watches since 1920. Although several fake Edorta watches are sold in the market, an original Edorta watch can be identified from its dial, which is made of platinum. In this case, the platinum dial of Edorta watches marks its _____.

A) sensitivity
B) efficacy
C) potency
D) authenticity

Question 50

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

A) confirmatory bias
B) negative disconfirmation
C) cognitive dissonance
D) consumption frequency

Question 51

Darrell has a negative perception about plasma televisions and thinks that they are less energy-efficient. His son buys a plasma television for its superior picture quality. However, Darrell tries to find faults with the plasma television due to his preconceived notion. In this scenario, which of the following phenomena does Darrell demonstrate?

A) Confirmatory bias
B) Positive disconfirmation
C) Interactional fairness
D) Authenticity paradox

Question 52

The overall goodness or badness of a service provided is referred to as _____.

A) service input
B) service gateway
C) service guarantee
D) service quality

Question 53

_____ are the cognitive component of anticipation.

A) Consequences
B) Disconfirmations
C) Expectations
D) Opportunities

Question 54

Which of the following theories is related to post-consumption reactions of consumers?

A) Utility theory
B) Motivation-need theory
C) Self-determination theory
D) Equity theory

Question 55

Identify a true statement about consumer dissatisfaction.

A) It can lead to specific emotions like delight.
B) It is a negative consumption outcome.
C) It results in positive disconfirmation.
D) It is an effect of low involvement and high expectation.

Question 56

Prior to the 1930s, diamond engagement rings did not enjoy much significance in the United States. However, following persistent promotions by diamond companies-such as associating diamonds as symbols of the "forever" element of marriage-diamond engagement rings have now become almost a cultural requirement. In this case, which of the following phenomena can be attributed to the cultural significance gained by diamond engagement rings?

A) Cognitive dissonance
B) Meaning transference
C) Positive disconfirmation
D) Confirmatory bias

Question 57

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

A) Tolerance
B) Fear
C) Envy
D) Detachment

Question 58

Which of the following elements in the attribution theory refers to the likelihood that an event will occur again in the future?

A) Locus
B) Stability
C) Control
D) Bias

Question 59

Gwen waits tables at a coffee shop. While the coffee shop is always crowded, on one particular rainy day, there were very few customers. Although the coffee shop is popular in the locality, Gwen blames her manager for not advertising the shop. She attributes the lack of advertisement to the fewer customers on that day. In this scenario, which element of the attribution theory does Gwen associate with the cause for fewer customers on a rainy day?

A) Locus
B) Bias
C) Uniformity
D) Stability

Question 60

Confirmatory bias is particularly present when:

A) return policies are strict.
B) consumers receive recommendations from the marketer.
C) expectations are high.
D) consumer expectations are in line with consumption experience.

Question 61

Which of the following elements in the attribution theory refers to the judgments of who is responsible for an event?

A) Locus
B) Bias
C) Stability
D) Control

Question 62

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

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

Question 63

Which of the following reflects the expectations a consumer forms regarding what he or she thinks should or ought to happen given the level of work that he or she has put into the experience?

A) Predictive Expectations
B) Normative Expectations
C) Ideal Expectations
D) Equitable Expectations

Question 64

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

A) Recycling
B) Trashing
C) Reselling
D) Trading

Question 65

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

A) cognitive dissonance
B) confirmatory bias
C) confirmation
D) dissatisfaction

Question 66

Which of the following defines consumption?

A) It is the number of times a product or service is consumed in a given time period.
B) It is the process that converts time, goods, ideas, or services into value for customers.
C) It is the tendency for expectations to guide performance perceptions.
D) It is the degree to which something seems genuine and part of history.

Question 67

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

A) Surprise
B) Pride
C) Hope
D) Confusion

Question 68

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

A) An air conditioner
B) A bottle of water
C) A dining table
D) A box of gold

Question 69

Jane purchases a new laptop. She believes that the laptop's battery will be long-lasting and that it is worth the price she paid. In this case, Jane's belief is a reflection of her _____ of the event.

A) confirmation
B) expectation
C) dissension
D) apprehension

Question 70

Which of the following is true of consumer satisfaction?

A) It is often the result of cognitive dissonance.
B) It results from affective rather than cognitive processes.
C) It is a post-consumption phenomenon.
D) It creates strong behavioral motivations.

Question 71

Which of the following is true of a consumption experience?

A) It has the potential to produce a utilitarian value.
B) It guarantees customer satisfaction and product durability.
C) It is the number of times a consumer buys a product.
D) It is positive when a product is less authentic.

Question 72

Kate is a 45-year-old kindergarten teacher. She is single and likes to spend most of her salary on shopping. Which of the following, if true, would make Kate a packrat?

A) Kate experiences cognitive dissonance after most of her purchases.
B) Kate easily gets bored of new things and gets rid of them at the first opportunity.
C) Kate goes overboard with her philanthropic activities and tends to give away her possessions in charities.
D) Kate develops an emotional bond with her possessions and is unable to discard them.

Question 73

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

A) consumption frequency
B) cognitive transference
C) meaning transference
D) distributive fairness

Question 74

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

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

Question 75

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

A) A dining table
B) A coffee mug
C) A facial cream
D) A seed stock

Question 76

Which of the following affects consumption outcomes prior to consumption?

A) Satisfaction
B) Evaluation
C) Experience
D) Anticipation

Question 77

When Eleanor went to Letty's department store, she noticed that the price that rang up when she was billing was much higher than the price advertised on the shelf. This was the third time she experienced such a price difference at the store. While she did not stop frequenting Letty's as it was closest to her house, she started becoming wary and looking out for a price difference in the bill each time she shopped there. In this scenario, which of the following elements in the attribution theory corresponds best with Eleanor's wariness?

A) Locus
B) Balance
C) Control
D) Stability

Question 78

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

A) durable goods
B) nondurable goods
C) enduring goods
D) sustainable goods

Question 79

Automobiles and furniture are examples of _____.

A) durable goods
B) convenience goods
C) perishable goods
D) public goods

Question 80

Unlike nondurable goods, durable goods are:

A) consumed quickly.
B) consumed more frequently.
C) bought at a higher cost.
D) easily perishable.