Question 1

Which of the following can be thought of as the overall goodness or badness of a service provided?
A) confirmation
B) disconfirmation
C) service quality
D) servicscapes

Accepted Answer

Service quality is the overall goodness or badness of a service provided. Confirmation refers to meeting customer expectations, disconfirmation occurs when expectations are not met, and servicescapes refer to the physical environment where service is provided.

Question 2

What represents the level of a particular benefit that will lead to a valued end state?
A) expectations
B) satisfaction
C) desires
D) confirmations

Accepted Answer

Desires represent the level of a particular benefit that will lead to a valued end state, as they reflect what consumers hope to achieve or obtain.

Question 3

Which term refers to the 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?
A) ideal
B) relative
C) equitable
D) normative

Accepted Answer

Equitable expectations are based on the idea that consumers expect a fair return for the effort they put into an experience.

Question 4

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

Accepted Answer

Attribution theory posits that people make inferences about others' behavior based on either internal or external factors. The locus of control refers to how individuals determine the cause of events in their lives. In this case, judgments of responsibility for an event fall under the locus element because they are based on how individuals attribute the cause of the event to either internal factors (e.g., personality, goals, intentions) or external factors (e.g., situational factors, luck, other people's actions).

Question 5

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. What is Jenny likely experiencing?
A) postconsumption disconfirmation
B) dissatisfaction
C) cognitive dissonance
D) purchase unease

Accepted Answer

Jenny is experiencing cognitive dissonance, which is the psychological discomfort that arises from inconsistencies between what a person believes and their actions. In this case, Jenny is experiencing discomfort because she is unsure if she made the right decision in purchasing the car and paid the best price.

Question 6

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

Accepted Answer

SERVQUAL is a way of measuring service quality that captures consumers' disconfirmation of service expectations. It compares customers' expectations of service with their perceptions of actual service received, making it a valuable tool in understanding customer satisfaction and areas for improvement. PAD, ATO measures, and AIO statements are not specifically designed to measure service quality in the same way as SERVQUAL.

Question 7

Which term refers to lingering doubts about a decision that has already been made?
A) cognitive dissonance
B) disconfirmation
C) dissatisfaction
D) cognitive unease

Accepted Answer

Cognitive dissonance refers to the mental discomfort experienced when holding two or more contradictory beliefs, values, or attitudes, especially after making a decision.

Question 8

In its early days, the modern dating app Tinder focused on college students. It hired "college campus reps" to spread the word on campuses and student hangouts parties they were organizing. Guests were asked to download the app to enter the party and to tell their friends to find a date on Tinder before they were allowed in. What was this communication method based on?
A) experience
B) word-of-mouth communication
C) explicit promises from marketers through advertisements and other promotional activities
D) personal factors

Accepted Answer

The communication method used by Tinder, hiring "college campus reps" to spread the word on campuses and student hangouts, and asking guests to tell their friends about the app before they were allowed into the party, is based on word-of-mouth communication.

Question 9

Which term refers to the tendency for expectations to guide performance perceptions?
A) confirmatory bias
B) left skewed
C) right skewed
D) expectation bias

Accepted Answer

The answer of Which term refers to the tendency for...

Question 10

Which theory states that consumers are motivated to act in accordance with their attitudes and behaviours?
A) expectancy
B) attribution
C) self-perception
D) confirmatory

Accepted Answer

The self-perception theory states that consumers are motivated to act in accordance with their attitudes and behaviors. This theory suggests that individuals observe their own behavior and make inferences about their attitudes and beliefs based on their behavior.

Question 11

With respect to attribution theory, under which element does the extent to which an outcome was able to be influenced by an individual fall?
A) locus
B) control
C) stability
D) expectations

Accepted Answer

The extent to which an outcome was able to be influenced by an individual falls under the element of control in attribution theory. Locus refers to whether the cause of the outcome is internal or external to the individual, stability refers to whether the cause is perceived to be stable or unstable, and expectations refer to the individual's expectations for future outcomes based on the cause they attribute to the current outcome.

Question 12

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) stability
D) confirmation

Accepted Answer

Locus refers to whether the cause of behavior is internal or external. In this case, Gwen is attributing the cause of her dissatisfaction (external behavior) to the presence of other customers (external cause) at Starbucks. Thus, it represents the locus element of attribution theory. Expectations refer to the extent to which people anticipate events and outcomes, stability refers to the stability or variability of the cause, and confirmation refers to the tendency to seek information that confirms pre-existing beliefs.

Question 13

Harry wants an automobile that will feel very sporty and fast. For Harry, Tesla's Model S isn't only the first electric car in a world driven by gasoline, but a status symbol that is sexy, reliable, and safe. What are these levels of a particular benefit that will lead to a valued end state?
A) desires
B) satisfaction
C) predictive expectations
D) normative expectations

Accepted Answer

The levels of benefit described - sporty and fast feel, status symbol, sexy, reliable, and safe - are all desires that contribute to a valued end state.

Question 14

Which of the following is NOT a key element to the attribution theory approach?
A) locus
B) expectations
C) control
D) stability

Accepted Answer

The answer of Which of the following is NOT a...

Question 15

Lori moved into a new house and was supposed to get her phone connected in August, but hurricane Sandy 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 angry because she realized that the phone company did not have any influence over the weather or the extent of the destruction it caused. Which element of attribution theory does this illustrate?
A) expectations
B) confirmation
C) control
D) locus

Accepted Answer

This illustrates the element of control in attribution theory, as Lori recognized that the phone company had no control over the weather or the extent of the hurricane's destruction.

Question 16

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
B) expectancy/disconfirmation
C) equity
D) elaboration likelihood

Accepted Answer

The theory being referred to is the equity theory, which suggests that consumers compare their inputs (e.g. time, effort, money) and outcomes (e.g. satisfaction, benefits) to those of another party in an exchange, and if they perceive an imbalance, they will feel a sense of inequity and discomfort. This theory guides marketers to ensure fairness in their pricing and promotional strategies.

Question 17

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

Accepted Answer

Attribution theory is concerned with explaining the causes of events, behaviors or outcomes. It examines how people attribute certain events or behaviors to certain causes, whether they are internal or external, stable or unstable, and controllable or uncontrollable.

Question 18

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 has 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) experience
D) stability

Accepted Answer

Stability refers to the consumer's perception of whether the cause of the price discrepancy is consistent and likely to occur again in the future. Since this has happened multiple times, she may perceive it as a stable issue.

Question 19

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

Accepted Answer

Stability refers to the likelihood that an event will occur again in the future. This aspect of attribution theory refers to whether the cause of the behavior is stable or unstable. Stable causes suggest that the behavior is likely to occur again in the future, while unstable causes suggest that the behavior is unlikely to occur again.

Question 20

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
B) predictive
C) ideal
D) equitable

Accepted Answer

Denise's expectation represents an equitable expectation, as she believes she should be rewarded based on the amount of work she has done compared to her colleagues.

Quiz 14: Consumption to Satisfaction

Which of the following can be thought of as the overall goodness or badness of a service provided?

What represents the level of a particular benefit that will lead to a valued end state?

Which term refers to the 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?

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

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. What is Jenny likely experiencing?

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

Which term refers to lingering doubts about a decision that has already been made?

Which term refers to the tendency for expectations to guide performance perceptions?

Which theory states that consumers are motivated to act in accordance with their attitudes and behaviours?

With respect to attribution theory, under which element does the extent to which an outcome was able to be influenced by an individual fall?

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?

Harry wants an automobile that will feel very sporty and fast. For Harry, Tesla's Model S isn't only the first electric car in a world driven by gasoline, but a status symbol that is sexy, reliable, and safe. What are these levels of a particular benefit that will lead to a valued end state?

Which of the following is NOT a key element to the attribution theory approach?

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?

Which of the following 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?

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?