Bus 335

CONSUMER BEHAVIOR class.

Final Quiz

Quiz 8

QUESTION 1

One suggestion for handling consumer complaints effectively is to show empathy for the customer’s situation.

True

False

3 points   

QUESTION 2

Satisfaction, joy, anger, and frustration are examples of post consumption behaviors.

True

False

3 points   

QUESTION 3

A loyalty card/program is a device that keeps track of the amount of purchasing a consumer has had with a given marketer and once some level is reached, a reward is offered usually in terms of future purchase incentives.

True

False

3 points   

QUESTION 4

Which concept considers not only the wants and needs of individual consumers but also the needs of society?

a. marketing concept
b. social concept
c. ethical concept
d. societal marketing concept

3 points   

QUESTION 5

Deceptive advertising is advertising that contains or omits information that is important in influencing a consumer’s buying behavior and is likely to mislead consumers who are acting “reasonably.”

True

False

3 points   

QUESTION 6

Mickey is assessing consumer satisfaction with his dry cleaning business by asking the question, “Compared to my expectations, this dry cleaner performs…” with the possible responses ranging from 1 = much worse than I expected to 5 = much better than I expected.  Which type of satisfaction measure is this?

a. direct, global measure
b. attribute specific measure
c. confirmation measure
d. disconfirmation measure
e. universal measure

3 points   

QUESTION 7

A couple went to a new restaurant for their wedding anniversary, and they were not pleased with either the food or the service.  This mild, negative affective reaction resulting from this experience is called consumer _____.

a. disconfirmation
b. dissatisfaction
c. disgust
d. anger

3 points   

QUESTION 8

Which of the following refers to the times when a consumer chooses a competing choice, rather than the previously purchased choice, on the next purchase occasion?

a. disconfirmation
b. switching
c. complaining
d. disloyalty

3 points   

QUESTION 9

Standards or moral codes of conduct to which a person, group, or organization adheres are known as _____.

a. regulations
b. ethics
c. laws
d. rights

3 points   

QUESTION 10

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

True

False

3 points   

QUESTION 11

In which of the following conditions is a consumer more likely to experience cognitive dissonance?

a. The consumer is not aware that there are many attractive alternatives that may offer comparable value relative to the product/brand purchased.
b. The decision is difficult to reverse
c. The decision is not important.
d. The consumer has high self-confidence

3 points   

QUESTION 12

Beliefs about the perceived ethicality or morality of behaviors are known as _____.

a. equity beliefs
b. moral beliefs
c. relativism
d. contractualism

3 points   

QUESTION 13

Which of the following statements is TRUE regarding complaining behavior?

a. All customers reporting dissatisfaction complain.
b. Consumers who do complain react with different emotions than do those who do not complain.
c. Consumers who experience anger in response to an evaluation of the consumption experience are not likely to complain.

3 points   

QUESTION 14

Satisfaction is an emotion that usually creates strong behavioral reactions.

True

False

3 points   

QUESTION 15

Problem gambling is a serious consumer behavior issue.

True

False

3 points   

QUESTION 16

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.

3 points   

QUESTION 17

Confirmation refers to the extent that consumers believe the processes involved in processing a transaction and handling a complaint is fair.

True

 False

3 points   

QUESTION 18

The Sherman Antitrust Act _____.

a. prohibits restraint of free trade
b. prohibits misleading practices associated with food and drug marketing
c. restricts price discrimination, exclusive dealing, and tying contracts
d. establishes rules governing online marketing practices aimed at children

3 points   

QUESTION 19

Customer share is sometimes referred to as _____.

a. share of wallet
b. competitive intensity
c. brand share
d. share of voice

3 points   

QUESTION 20

Value creation is the reason for a firm’s very existence.

True

False

3 points   

QUESTION 21

Which of the following represents the degree of connectedness between a consumer and a retailer?

a. relationship quality
b. relationship longevity
c. relationship loyalty
d. relationship empathy

3 points   

QUESTION 22

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

True

False

3 points   

QUESTION 23

The Consumer Bill of Rights stands as a foundation of the consumerism movement.

True

False

3 points   

QUESTION 24

One problem with most satisfaction measures is that they result in data that are _____, meaning that the bulk of consumers indicate that they are satisfied or completely satisfied.

a. right skewed
b. left skewed
c. positive skewed
d. negative skewed

3 points   

QUESTION 25

One characteristic of relationship quality is personalization, which means the consumer and firm understand each other and “speak the same language.”

True

 False

3 points   

QUESTION 26

_____ is the process through which cultural meaning is transferred to a product and onto the consumer.

a. Cultural transference
b. Cultural infusion
c. Meaning transference
d. Assimilation

3 points   

QUESTION 27

Which of the following is a post-consumption cognitive process?

a. disconfirmation  
b. complaining  
c. loyalty  
d. satisfaction  

3 points   

QUESTION 28

Beliefs about the perceived ethicality or morality  status related to its societal obligations is called _____.

a. corporate culture
b. corporate social responsibility
c. corporate code of ethics
d. corporate identity

3 points   

QUESTION 29

Switching in a consumer behavior context refers to the times when a consumer chooses a competing choice, rather than the previously purchased choice, on the next purchase occasion.

True

False

3 points   

QUESTION 30

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.

True

False

3 points   

QUESTION 31

Ant-loyal consumers are those who will do everything possible to avoid doing business with a particular marketer.

True

False

3 points   

QUESTION 32

The main concern with negative WOM for marketers is that it affects all consumers in the same way, so it needs to be countered immediately to avoid further spreading.

True

False

3 points   

QUESTION 33

Which of the following are intended to cover costs incurred by a consumer due to an injury?

a. strict damages
b. negligent damages
c. punitive damages
d. compensatory damages

3 points   

QUESTION 34

Consumer misbehavior and consumer problem behavior are synonymous.

True

False

3 points   

QUESTION 35

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

True

 False

3 points   

QUESTION 36

Which emotion is evoked by positive, anticipatory appraisals?

a. fear
b. joy
c. hope
d. satisfaction

3 points   

QUESTION 37

All of the following are major issues regarding the misuse of an automobile EXCEPT _____.

a. dysfunctional driving
b. aggressive driving
c. drunk driving
d. Cell phone use in the cars

3 points   

QUESTION 38

A consumers’ sense of attachment, dedication, and identification is known as customer commitment.

True

False

3 points   

QUESTION 39

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

True

False

3 points   

QUESTION 40

_____ is the extent to which businesses are held responsible for product-related injuries.

a. Products liability
b. Ingratiation
c. Negligence
d. Presumption

3 points   

QUESTION 41

Morals are laws that are used to guide individual action.

True

False

3 points   

QUESTION 42

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

True

False

3 points   

QUESTION 43

The Federal Trade Commission (FTC) is the only federal regulatory body that monitors exchanges that take place between consumers and marketing organizations.

True

False

3 points   

QUESTION 44

Holly was so pleased with the service she received at a new spa in her neighborhood that she told many of her friends about her experience.  Holly’s behavior is an example of _____.

a. confirmation
b. satisfaction
c. positive word-of-mouth
d. loyalty

3 points   

QUESTION 45

One motivation of consumer misbehavior is unfulfilled aspirations.

True

False

3 points   

QUESTION 46

Alice would like to change dentists, but she dreads the time and effort it will take to find a new one.  Which type of switching costs does this represent?

a. transactional switching costs
b. temporal switching costs
c. separation switching costs
d. procedural switching costs

3 points   

QUESTION 47

Which of the following is a possible post-consumption emotion?

a. disgust
b. surprise
c. exhilaration
d. All of these choices

3 points   

QUESTION 48

Sam doesn’t like to get rid of any of his possessions.  As a result, his house is so full of stuff that he can hardly move in it.  Which term is used to describe people like Sam?

a. compiler
b. compulsive consumer
c. impulsive consumer
d. packrat

3 points   

QUESTION 49

Corporate social responsibility may be defined as an organization’s activities and status related to its societal obligations.

True

False

3 points   

QUESTION 50

Some customers continue to shop at a store just because it is close to their home, not because they especially like that store.  This behavior is best described as _____.

a. customer share
b. customer loyalty
c. customer inertia
d. customer apathy