Question 1

Jenny bought a new car and she immediately doubted that she made the right decision. She is not sure she bought the right car and paid the best price. She continued to have doubts for several months after her purchase. Jenny is likely experiencing _____.
A) postconsumption disconfirmation
B) purchase regret
C) dissatisfaction
D) cognitive dissonance
E) purchase unease

Accepted Answer

Jenny's doubts and uncertainty after purchasing a new car suggest that she is experiencing cognitive dissonance, which is the psychological discomfort that arises from conflicting thoughts, beliefs, or attitudes. She may be questioning whether she made the right choice based on factors such as price, brand, or features, and may be trying to justify her decision in her own mind. This is a common experience among consumers and can be a source of stress or anxiety, but it often resolves over time as people adjust to their new purchase.

Question 2

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 called _____ expectations.
A) ideal
B) relative
C) equitable
D) fair
E) normative

Accepted Answer

Equitable expectations are based on the consumer's perception of fairness in relation to the effort or contributions they have made in the service encounter.

Question 3

Many consumer researchers advocate a theory that proposes that consumers cognitively compare their own level of inputs and outcomes to those of another party in an exchange. Which theory are these researchers advocating?
A) attribution theory
B) expectancy/disconfirmation theory
C) equity theory
D) balance theory
E) elaboration likelihood theory

Accepted Answer

The theory that proposes that consumers compare their inputs and outcomes to those of another party in an exchange is the equity theory.

Question 4

_____ can be thought of as the overall goodness or badness of a service provided.
A) Confirmation
B) Disconfirmation
C) Service variability
D) Service quality
E) Servicscapes

Accepted Answer

Service quality refers to the overall goodness or badness of a service provided. It is the extent to which a service meets or exceeds customer expectations. Confirmation and disconfirmation refer to the comparison between the expectations and the perceived performance of a service. Service variability refers to the consistency of a service delivery. Servicscapes refer to the physical environment in which a service is delivered.

Question 5

Gwen was not satisfied with her last visit to Starbucks and she attributed the cause to the other customers that were present while she was there. Which element of attribution theory does this represent?
A) locus
B) expectations
C) control
D) stability
E) confirmation

Accepted Answer

The element of attribution theory represented in this scenario is locus, which refers to whether the cause of an event is internal (within the individual's control) or external (beyond the individual's control). In this case, Gwen is attributing her dissatisfaction to the other customers present, which is an external factor beyond her control.

Question 6

The tendency for expectations to guide performance perceptions is known as _____.
A) confirmatory bias
B) left skewed
C) right skewed
D) stability
E) expectation bias

Accepted Answer

Confirmatory bias refers to the tendency to seek out and interpret information in a way that confirms pre-existing beliefs and expectations. In the context of performance perceptions, this can lead to expectations guiding how we perceive a person's performance, rather than objectively evaluating their actual performance.

Question 7

With respect to attribution theory, judgments of who is responsible for an event falls under which element?
A) responsibility
B) expectations
C) control
D) confirmation
E) locus

Accepted Answer

Locus refers to the location or source of responsibility for an event.

Question 8

_____ refers to lingering doubts about a decision that has already been made.
A) Purchase regret
B) Cognitive dissonance
C) Disconfirmation
D) Dissatisfaction
E) Cognitive unease

Accepted Answer

Cognitive dissonance refers to experiencing emotional discomfort and doubt after making a decision. It occurs when there is a conflict between beliefs or attitudes and actions taken. This can lead to second-guessing or regret about a decision. Options A, C, D, and E do not specifically refer to doubts or discomfort after a decision has been made.

Question 9

Which of the following is a way of measuring service quality that captures consumers' disconfirmation of service expectations?
A) PAD
B) SERVQUAL
C) Servicescape
D) ATO measures
E) AIO statements

Accepted Answer

SERVQUAL is a way of measuring service quality that captures consumers' disconfirmation of service expectations. It compares customers' expectations of a service with their actual experience of the service to identify gaps or discrepancies. PAD, Servicescape, ATO measures, and AIO statements are other measures of service quality, but they do not specifically capture disconfirmation of expectations.

Question 10

All of the following are key elements to the attribution theory approach EXCEPT _____.
A) locus
B) expectations
C) control
D) stability
E) all of the above are key elements of attribution theory

Accepted Answer

The answer of All of the following are key elements...

Question 11

A consumer went to a store and the price that rang up when she was checking out was higher than the price that was advertised on the shelf. This is the third time that this happened to this consumer in this store. According to attribution theory, which element will cause her to likely expect this to happen again?
A) locus
B) repetition
C) control
D) experience
E) stability

Accepted Answer

Stability refers to the consumer's perception of whether the cause of the price discrepancy is likely to be consistent over time. Since this has happened multiple times, she may perceive it as a stable issue, leading her to expect it to happen again.

Question 12

Denise thinks she should get a bigger bonus than her co-workers because she sold more of the company's products than the others. Which type of expectation does this represent?
A) realistic expectations
B) predictive expectations
C) ideal expectations
D) normative expectations
E) equitable expectations

Accepted Answer

Denise's expectation is based on the principle of fairness or equity, where she believes her higher sales performance should result in a larger bonus compared to her co-workers. This aligns with equitable expectations, which focus on fairness and proportionality in outcomes.

Question 13

Lori moved into a new house and was supposed to get her phone connected in August, but hurricane Katrina struck the day a serviceman was supposed to hook it up. As a result, she was not able to get phone service until several months later because there was so much devastation from the hurricane. Lori was not mad because she realized that the phone company did not have control over the weather or the extent of the destruction it caused. Which element of attribution theory does this illustrate?
A) expectations
B) disconfirmation
C) confirmation
D) control
E) locus

Accepted Answer

This illustrates the element of control in attribution theory, as Lori recognizes that the phone company did not have control over the hurricane and its effects on their ability to provide phone service.

Question 14

With respect to attribution theory, the extent to which an outcome was controllable or not falls under which element?
A) locus
B) control
C) stability
D) confirmation
E) expectations

Accepted Answer

The concept of controllability falls under the element of control in attribution theory, which refers to whether the cause of an outcome was under the individual's control or not. The other elements of attribution theory include locus (whether the cause is internal or external), stability (whether the cause is consistent or variable over time), confirmation (whether the cause is confirmed or not), and expectations (whether the individual had previous expectations or beliefs about the outcome).

Question 15

Harry wants an automobile that will feel very sporty and fast. These levels of a particular benefits that will lead to a valued end state represent Harry's _____.
A) desires
B) satisfaction
C) predictive expectations
D) equitable expectations
E) normative expectations

Accepted Answer

Harry's desires refer to his desired benefits from the automobile, which in this case is a sporty and fast feel.

Question 16

Which theory states that consumers are motivated to act in accordance with their attitudes and behaviors.
A) expectancy theory
B) attribution theory
C) self-perception theory
D) confirmatory theory
E) theory of reasoned action

Accepted Answer

The answer of Which theory states that consumers are motivated...

Question 17

Which theory focuses on explaining why a certain event has occurred?
A) attribution theory
B) expectancy/disconfirmation theory
C) equity theory
D) balance theory
E) all of these choices

Accepted Answer

Attribution theory focuses on explaining why a certain event has occurred by looking at the causes, both internal and external, that are attributed to the behavior of others or ourselves. The other options, expectancy/disconfirmation theory, equity theory, and balance theory, are not specifically focused on explaining why a certain event has occurred, but rather on other aspects of social psychology such as expectations, fairness, and relationships.

Question 18

With regard to attribution theory, which element refers to the likelihood that an event will occur again in the future?
A) locus
B) stability
C) control
D) prediction
E) expectation

Accepted Answer

Stability refers to the likelihood or probability that an event will occur again in the future. It is one of the three dimensions of attribution theory, along with locus and control.

Question 19

Which of the following is a source from which consumers form expectations?
A) experience
B) word-of-mouth communication
C) explicit promises from marketers through advertisements and other promotional activities
D) personal factors
E) all of these choices

Accepted Answer

Consumers can form expectations from various sources, such as their own experience, word-of-mouth communication from friends and family, explicit promises made by marketers through advertisements and other promotional activities, and personal factors such as their beliefs and values. Therefore, all of the given choices are sources from which consumers can form expectations.

Question 20

_____ are the level of a particular benefit that will lead to a valued end state.
A) Expectations
B) Satisfaction
C) Desires
D) Confirmations
E) Emotions

Accepted Answer

Desires refer to the level of a particular benefit that will lead to a valued end state, as they represent what individuals wish to achieve or obtain.

Quiz 14: Consumption to Satisfaction

Jenny bought a new car and she immediately doubted that she made the right decision. She is not sure she bought the right car and paid the best price. She continued to have doubts for several months after her purchase. Jenny is likely experiencing _____.

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 called _____ expectations.

Many consumer researchers advocate a theory that proposes that consumers cognitively compare their own level of inputs and outcomes to those of another party in an exchange. Which theory are these researchers advocating?

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

Gwen was not satisfied with her last visit to Starbucks and she attributed the cause to the other customers that were present while she was there. Which element of attribution theory does this represent?

The tendency for expectations to guide performance perceptions is known as _____.

With respect to attribution theory, judgments of who is responsible for an event falls under which element?

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

Which of the following is a way of measuring service quality that captures consumers' disconfirmation of service expectations?

All of the following are key elements to the attribution theory approach EXCEPT _____.

Denise thinks she should get a bigger bonus than her co-workers because she sold more of the company's products than the others. Which type of expectation does this represent?

With respect to attribution theory, the extent to which an outcome was controllable or not falls under which element?

Harry wants an automobile that will feel very sporty and fast. These levels of a particular benefits that will lead to a valued end state represent Harry's _____.

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

Which theory focuses on explaining why a certain event has occurred?

With regard to attribution theory, which element refers to the likelihood that an event will occur again in the future?

Which of the following is a source from which consumers form expectations?

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