Mental representations of stored knowledge about groups of products are known as _____.
a. product metrics
b. product categories
c. product specifications
d. product requirements
e. product cycles
b. product categories
Which of the following belongs to the superordinate product category?
a. desk
b. jackets
c. furniture
d. chair
e. cars
c. furniture
T/F: A consumer looking for a particular color while buying a dress is concerned with the underlying attribute of the dress.
false
Certain characteristics of an automobile, such as a navigation system, automatic gear change system, and safety air bags, that are relevant to how it functions or operates are examples of the automobile's _____.
a. features
b. outputs
c. criteria
d. objec
a. features
When Arthur decided that it was time for him to buy a new washing machine, his primary concern was that the price should not exceed his budget. Keeping this in mind, he evaluated various models across their prices. Arthur was most concerned with the _____
c. perceptual attribute
When consumers make a decision regarding which laptop to purchase, they consider features such as, hard-disk size, processor speed, weight, and screen size, as well as the benefits associated with them. These features that consumers consider while assessi
a. evaluative criteria
A perceived favorable result that is derived from the presence of a particular feature is known as a(n) _____.
a. attribute
b. benefit
c. criterion
d. objective
e. function
b. benefit
T/F: Market mavens are trusted sources who can guide consumers in focusing on various product attributes.
true
Which of the following criteria pertains to functional or economic aspects associated with an alternative?
a. conditional criteria
b. rational criteria
c. hedonic criteria
d. ergonomic criteria
e. utilitarian criteria
e. utilitarian criteria
A consumer who uses strict guidelines set prior to selection and disregards any option that fails to meet the specifications is employing _____.
a. compliance rules
b. ordinate rules
c. noncompensatory rules
d. superordinate rules
e. subordinate rules
c. noncompensatory rules
Which of the following is a fundamental emotion evoked by negative, anticipatory appraisals which signal uncertainty about a negative outcome?
a. delight
b. fear
c. hope
d. surprise
e. anger
b. fear
Goods that are typically expensive and consumed over long periods of time are known as _____.
a. degradable goods
b. nondurable goods
c. perishable goods
d. durable goods
e. virtual goods
d. durable goods
Which of the following terms refers to an uncomfortable feeling that occurs when a consumer has lingering doubts about a decision that has already been made?
a. cognitive concurrence
b. cognitive dissonance
c. cognitive accord
d. cognitive resonance
e. co
b. cognitive dissonance
T/F: Service quality is often discussed as the difference between consumer expectations of different service aspects and the actual service that is delivered.
true
A mild, negative affective reaction resulting from an unfavorable appraisal of a consumption outcome is known as _____.
a. consumer dissatisfaction
b. consumer remorse
c. consumer regret
d. consumer dissonance
e. consumer disconfirmation
a. consumer dissatisfaction
Jane is eagerly looking forward to attending the summer festival that will take place over the next few weeks as she believes that it will be a fun event. Jane's belief is a reflection of her _____ of the event.
a. confirmation
b. expectations
c. premedia
b. expectations
Expectations that 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 are called _____.
a. ideal expectations
b. asymmetric expectations
c. equitable expectations
d.
c. equitable expectations
T/F: Cognitive dissonance refers to lingering doubts about a decision that has already been made.
true
T/F: Ideal expectations are expectations about what a consumer really wants to happen during an experience if everything were ideal.
true
The level of a particular benefit that will lead to a valued end state is referred to as a(n) _____.
a. expectation
b. bias
c. desire
d. need
e. confirmation
c. desire
T/F: Negative postconsumption behaviors can turn into positive value experiences if firms manage them properly.
true
A sense of attachment, dedication, and identification with a brand or service provider is known as _____.
a. customer commitment
b. consumer inertia
c. customer share
d. consumer empathy
e. customer value proposition
a. customer commitment
When Angie went out for dinner with Zack, her boyfriend, she was embarrassed with his behavior. Zack complained when the waiter brought out the wrong order, but the waiter did not respond appropriately to his complaint. As a result, Zack started yelling a
c. rancorous revenge
T/F: Negative public publicity occurs when negative word-of-mouth spreads to a relatively large scale, possibly even involving media coverage.
true
Which of the following terms refers to exchanges between consumers that the consumer views as unusually negative?
a. turning point
b. critical incident
c. peripheral incident
d. significant incident
e. touchpoint
b. critical incident
T/F: Relationship quality represents the degree of connectedness between a consumer and a retailer.
true
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 pleasant experience. Which of the following post-consumption behaviors best describes Holly's behavior?
a. confirmation
b. posi
c. positive word-of-mouth
A consumer who yells, insults, and makes a public scene, without physically harming anyone, in an effort to harm a business after receiving poor service is engaging in the act of _____.
a. retaliatory revenge
b. rancorous revenge
c. restorative revenge
d.
b. rancorous revenge
When Sheri, a socialite, got some bad publicity for her recent choice of evening wear, she decides to change designers. However, when Sheri visits her new designer for the first time, she misses the camaraderie and the easy banter she used to share with M
c. relational switching cost
Which of the following occurs when a consumer actively seeks out someone to share an opinion regarding a negative consumption event?
a. complaining behavior
b. disconfirming behavior
c. switching behavior
d. bragging behavior
e. satisficing behavior
a. complaining behavior
T/F: Culture jamming refers to attempts to disrupt advertisements and marketing campaigns by altering the messages in some meaningful way.
true
When Gerald returned a used non-defective product to the retailer he bought it from, and managed to get a refund, he was happy with himself as he was able to buy a new laptop with the refunded money. This is an example of _____.
a. dysteleological evaluat
d. teleological evaluation
T/F: The term "puffery" describes making exaggerated claims about a product's superiority.
true
Which of the following is an example of consumer problem behavior?
a. Mike, a teenager, spends a lot of time on the internet bullying people.
b. Leah uses someone else's stolen credit card for shopping.
c. Johnathan eats alone because he feels guilty abou
c. Johnathan eats alone because he feels guilty about his binge-eating habits and gets worked up when waiters attend to him
Which of the following provides the Federal Trade Commission (FTC) with jurisdiction over misleading or false advertising?
a. The Sherman Antitrust Act
b. The Clayton Act
c. The Wheeler-Lea Act
d. The Consumer Product Safety Improvement Act
e. The Wall St
c. The Wheeler-Lea Act
Which of the following disorders is characterized by the consumption of large amounts of food while feeling a general loss of control over intake?
a. binge eating
b. anorexia
c. unspecified eating disorder
d. orthorexia nervosa
e. rumination disorder
a. binge eating
T/F: Altruistic duties include giving back to communities through philanthropic activities.
true
Purchasing and using a product before returning it for a refund is a practice known as _____.
a. shoplifting
b. differential association
c. retail borrowing
d. addictive consumption
e. illicit sharing
c. retail borrowing
Henry was considering whether he should return a used product for a refund at the retailer near his house. He asked himself if what he was doing was right. This is an example of _____ .
a. consequential evaluation
b. deontological evaluation
c. analogical
b. deontological evaluation
Products that are good for both consumers and society in the long run are referred to as _____.
a. liable products
b. pleasing products
c. salutary products
d. deficient products
e. premium products
c. salutary products
T/F: The size of a dress is an underlying attribute of the dress.
false
T/F: Following the lexicographic rule, the consumer selects the product that he or she believes performs best on the most important feature.
true
A performance characteristic of an object is known as its _____.
a. benefit
b. feature
c. standard
d. bounded rationality
e. requirement
b. feature
_____ allow consumers to select products that balance product attributes of poor and good performance.
a. conjunctive rules
b. disjunctive rules
c. compensatory rules
d. lexicographic rules
e. ordinate rules
c. compensatory rules
Which of the following describes the idea that perfectly rational decisions are infeasible at times due to constraints found in information processing?
a. limited capacity
b. subjective rationality
c. bounded rationality
d. search regret
e. information ov
c. bounded rationality
When consumers need to purchase a refrigerator, they usually evaluate different models across a set of features or characteristics, such as storage capacity, freezer shelving, and energy cost efficiency. Such an evaluation is an example of a(n) _____.
a.
b. attribute-based evaluation
T/F: Determinant criteria are the evaluative criteria that are related to the actual choice that is made.
true
Which of the following criteria is associated with emotional, symbolic, and subjective attributes or benefits that are associated with an alternative?
a. discriminant criteria
b. rational criteria
c. hedonic criteria
d. exemplar criteria
e. utilitarian cr
c. hedonic criteria
T/F: A consumer who wants to buy only a black-colored handbag regardless of the brand is employing a compensatory rule.
false
Leticia wants to have an extravagant wedding on the tropical island of Senaya. She wants the weather to be perfect so that her friends and family can have the most memorable time of their lives. This describes Leticia's _____ with regard to this event.
a.
c. ideal expectations
Which of the following theories proposes that consumers enter into a consumption experience with predetermined cognitive assumptions of consumption against which actual perceptions are judged?
a. cognitive attribution theory
b. expectancy/disconfirmation
b. expectancy/disconfirmation theory
Which of the following theories 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. equity theory
e. balance theory
c. self-perception theory
Patty saw a product at a spa that was promoted as a "facelift in a bottle." She paid $69.95 for the product and took it home anticipating a positive result from using it. Which of the following best reflects Patty's expectations from the product?
a. fear
b. hope
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. neutral disconfirmation
e. positi
a. positive disconfirmation
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 washing machine
e. a salad fork
b. a bottle of water
Goods that are typically expensive and consumed over long periods of time are known as _____.
a. degradable goods
b. nondurable goods
c. perishable goods
d. durable goods
e. virtual goods
d. durable goods
James's friend Anaya buys a convertible from Jupiter Cars. James is apprehensive about Anaya's purchase because his experience with Jupiter Cars had been unpleasant. James' apprehension toward Anaya's purchase is an example of a(n) _____.
a. relative expe
e. normative expectation
_____ are cognitive reactions related to fairness or justice.
a. spatial perceptions
b. risk perceptions
c. equity perceptions
d. expectancy perceptions
e. amodal perceptions
c. equity perceptions
Alice has always used Nokia phones since the first time she got a phone. She is very comfortable with the user interface the brand provides. Even though she would like to buy a Smartphone from a different brand, she is worried about the effort and time it
d. procedural switching costs
T/F: Complaining behavior occurs when a consumer actively seeks out someone to share an opinion with regarding a negative consumption event.
true
?Which of the following is a difference between procedural justice and distributive fairness in the case of a fair refund?
a. ?unlike procedural justice, distributive fairness contributes to the transactions between suppliers and retailers
b. unlike proce
d. unlike procedural justice, distributive fairness contributes to consumers' equity perceptions
T/F: Online reviews influence the opinions for relatively established brands much more than they do for unfamiliar brands.
false
Many consumers who use online banking facilities are reluctant to change banks because of the effort it would take to change automatic and online payment accounts. The process involved is cumbersome, involving time and effort for cancellation of old accou
c. switching costs
Disgust in consumers is most likely to evoke a(n) _____ response.
a. retaliatory
b. fanatical
c. avoidance
d. startled
e. outrageous
c. avoidance
T/F: For experiential types of services, utilitarian value is more strongly related to customer share than is hedonic value.
false
Which of the following best describes chronic, repetitive purchasing behaviors that are in response to negative events or feelings?
a. compulsive shopping
b. compulsive buying
c. addictive shopping
d. addictive buying
e. impulsive shopping
b. compulsive buying
Which of the following is used to describe the activities of various groups to protect basic rights of consumers?
a. commodity fetishism
b. consumer ethnocentrism
c. commercialism
d. consumer capitalism
e. consumerism
e. consumerism
T/F: Consumer problem behavior refers to behaviors that are seemingly outside of a consumer's control.
true
Clark wants to buy the latest phone in the market. He is unable to afford the phone, although he has a job, because of his student loan dues. Clark ends up buying the phone at a throwaway price from the black market. Which of the following is the most lik
a. unfulfilled aspirations
T/F: Price gouging is the act of charging a higher than reasonable price for a good that occurs following some kind of natural disaster or event.
true
T/F: Marketing ethics consist of societal and professional standards of right and fair practices that are expected of marketing managers as they develop and implement marketing strategies.
true
Which of the following refers to beliefs about the violation of written (or unwritten) laws?
a. relativism
b. determinism
c. contractualism
d. rationalism
e. objectivism
c. contractualism
T/F: The societal marketing concept considers the needs of society along with the wants and needs of individual consumers.
true
Compulsive shopping is also referred to as _____.
a. pathological socialization
b. oniomania
c. anomie
d. kleptomania
e. retail borrowing
b. oniomania
T/F: Compulsive shoppers tend to focus on the mental highs associated with "the hunt," whereas compulsive buyers feel the need to buy.
true
Which of the following eating disorders includes binge eating episodes followed by self-induced vomiting?
a. bulimia
b. anorexia
c. orthorexia nervosa
d. pica
e. rumination disorder
a. bulimia
A physiological dependency on the consumption of a product is also known as _____.
a. commodity fetishism
b. commodity narcissism
c. impulsive consumption
d. compulsive consumption
e. addictive consumption
e. addictive consumption
T/F: Morals are personal standards and beliefs that are used to guide individual action.
true
Which of the following types of ethical evaluations focuses on specific actions?
a. consequential evaluations
b. teleological evaluations
c. deontological evaluations
d. analogical evaluations
e. ideological evaluations
c. deontological evaluations
T/F: Customers who believe a firm has adequately responded to some negative critical incident are likely to become more loyal.
true
Which of the following types of switching costs involves lost time and effort?
a. rational switching cost
b. financial switching cost
c. relational switching cost
d. temporal switching cost
e. procedural switching cost
e. procedural switching cost
Elaine had a problem with the computer printer she purchased. When she called the toll-free service number, she was told that she had to pay to speak to a service representative. It made her so unhappy that she told all of her friends and family about the
e. negative word-of-mouth
_____ are the costs associated with changing from one choice, such as a brand, retailer, or service provider, to another.
a. switching costs
b. transfer costs
c. fixed costs
d. variable costs
e. development costs
a. switching costs
T/F: Customer share represents a behavioral component that is indicative of customer loyalty.
true
Customer share is sometimes referred to as _____.
a. share of wallet
b. share of stock
c. share of cost
d. share of distribution
e. share of equity
a. share of wallet
Neil buys a cell phone for 300$ and feels that the price is justified for the features provided. However, he faces some technical issues within a week of the purchase and he takes the cell phone to the nearest service center. He was promptly attended by t
e. procedural justice
Which of the following theories plays a role in dealing with negative publicity?
a. self-evaluation maintenance theory
b. theory of reasoned action
c. elaboration likelihood theory
d. attribution theory
e. balance theory
d. attribution theory
T/F: Negative word-of-mouth (negative WOM) takes place when consumers pass on negative information about a company from one to another.
true
T/F: When noncompensatory rules are used, strict guidelines are set prior to selection, and any option that does not meet the specifications is eliminated from consideration.
true
T/F: A feature is a performance characteristic of an object.
true
T/F: The determinant criterion for a product remains the same across situations.
false
T/F: Underlying attributes can only be learned through experience with the product.
true
T/F: Underlying attributes are sometimes referred to as experience qualities because they are often perceived only during consumption.
true
T/F: Positive mood states lead to positive evaluations of products while negative mood states lead to negative evaluations of products.
true
Which of the following statements is true of the way consumers' process information to solve a problem?
a. consumers always tend to behave rationally when they are evaluating possible solutions to a problem.
b. consumers always tend to behave impulsively
d. consumers tend to settle for a solution that can effectively solve a problem.
T/F: Meaning transference begins with culture.
true
According to the expectancy/disconfirmation theory, when performance perceptions exactly match what was expected, then _____ occurs.
a. accomodation
b. disconfirmation
c. confirmation
d. dissatisfaction
e. realization
c. confirmation
Denise thinks she should get a bigger bonus than her co-workers as she has been selling more of the company's products than her co-workers. This is an example of a(n) _____.
a. inordinate expectation
b. predictive expectation
c. ideal expectation
d. norma
e. equitable expectation
Which of the following leads to consumer satisfaction?
a. positive disconfirmation
b. negative disconfirmation
c. neutral disconfirmation
d. meditated disconfirmation
e. contrary disconfirmation
a. positive disconfirmation
Which of the following is an example of a durable good?
a. a dining table
b. a bottle of water
c. a facial cream
d. a toilet paper roll
e. a bottle of perfume
a. a dining table
_____ is the phenomenon that occurs when expectations affect performance perceptions.
a. confirmatory bias
b. negative disconfirmation
c. confirmatory antipathy
d. cognitive dissonance
e. consumption frequency
a. confirmatory bias
T/F: When a consumer has no previous experience or expectation regarding a product, then perception directly influences satisfaction.
true
Expectations that form about what a consumer thinks will actually occur during an experience are called _____.
a. predictive expectations
b. normative expectations
c. ideal expectations
d. obscure expectations
e. equitable expectations
a. predictive expectations
T/F: Nondurable goods are consumed over a long duration.
false