Question 1

By inspiring a very high degree of loyalty:

Accepted Answer

A brand with high loyalty can maintain customer retention even with higher prices, as loyal customers are often willing to pay more for a brand they trust and value.

Question 2

Consumers who do not complain directly to the firm but tell others of their dissatisfaction:

Accepted Answer

Consumers who express their dissatisfaction to others, rather than directly to the firm, can harm the reputation of the firm. Word-of-mouth is a powerful form of advertising and negative comments can spread quickly, potentially reducing future sales. It is important for firms to track and address these types of complaints to protect their brand image.

Question 3

Which of the following is true about very loyal customers?

Accepted Answer

Very loyal customers have a strong emotional attachment to the brand and therefore have more extreme reactions to failures in product performance or customer service, which can be detrimental to the company's reputation.

Question 4

How may the level of symbolic performance of a product affect a consumer's disposal decision for that product? Illustrate your answer by using an example.

Accepted Answer

The answer of How may the level of symbolic performance...

Question 5

Which of the following is true about double jeopardy?

Accepted Answer

Double jeopardy refers to the phenomenon where smaller brands not only have lower market shares but also lower customer loyalty compared to dominant brands. To overcome this, smaller brands should focus on strengthening loyalty among their existing customers.

Question 6

What is relationship marketing and which are its five key elements?

Accepted Answer

The answer of What is relationship marketing and which are...

Question 7

Define post-purchase dissonance and explain the probability that this will occur in consumer post-purchase processes.

Accepted Answer

The answer of Define post-purchase dissonance and explain the probability...

Question 8

Which of the following is not a mode for product disposition?

Accepted Answer

All of the given answers are modes for product disposition.

Question 9

A motorbike that no longer runs is an example of:

Accepted Answer

When a motorbike no longer runs, it has ceased to function instrumentally, meaning it can no longer perform its intended purpose. It may still hold symbolic value to the owner or others, but it is no longer serving its practical function as a mode of transportation.

Question 10

Which response styles associated with consumer dissatisfaction are identified in your text?

Accepted Answer

The text identifies the response styles of irates, activists, passives, and voices as associated with consumer dissatisfaction.

Question 11

Which of the following is not one of the reasons why consumers share their product experiences online?

Accepted Answer

The answer of Which of the following is not one...

Quiz 7: Post-Purchase Processes, Customer Satisfaction and Consumer Loyalty