Question 1

Which of the following is NOT an action a consumer may utilize to reduce dissonance?

Accepted Answer

A)   increase the desirability of the brand purchased
B)   decrease the desirability of rejected alternatives
C)   decrease the importance of the purchase decision
D)   reverse the purchase decision (return the product before use) 
E)   increase the importance of alternatives that were not considered in the purchase initially

Question 2

Which type of customer has an emotional attachment to the brand or firm?

Accepted Answer

A)   repeat purchaser
B)   satisfied buyer
C)   total buyer
D)   committed customer
E)   affective customer

Question 3

Explain how disposition decisions can affect a firm's marketing strategy.

Accepted Answer

There are five major ways in which dispo...

Question 4

The term used to refer to turnover in a firm's customer base is _____.

Accepted Answer

A)   turnover
B)   churn
C)   attrition rate
D)   turn ratio
E)   defection rate

Question 5

What are the two dimensions of performance for products?

Accepted Answer

A)   instrumental and symbolic
B)   latent and manifest
C)   immediate and delayed
D)   direct and indirect
E)   consummatory and instrumental

Question 6

The emotional response that owning or using the product or outlet provides is known as _____.

Accepted Answer

A)   affective performance
B)   direct performance
C)   instrumental performance
D)   symbolic performance
E)   consummatory performance

Question 7

Which disposition alternative is the most widely used by consumers?

Accepted Answer

A)   trade in
B)   recycle
C)   throw away
D)   give away
E)   sell

Question 8

Churn is a term used to refer to turnover in a firm's customer base.

Accepted Answer

A) True 
 B)False

Question 9

Negative emotions or guilt feelings aroused by the use of a product or a service are referred to as _____.

Accepted Answer

A)   postpurchase anxiety
B)   consumption guilt
C)   consumption anxiety
D)   postpurchase dissonance
E)   consumption dissonance

Question 10

Using a product in a new way is referred to as _____.

Accepted Answer

A)   counterfactual thinking
B)   prefactual thinking
C)   use innovativeness
D)   usage expansion
E)   extended use thinking

Question 11

For which product is no disposition involved?

Accepted Answer

A)   ice cream cone
B)   laundry detergent
C)   soft drink
D)   clothing
E)   electronics

Question 12

Hailey purchased furniture for her living room and spent quite a bit of money. After she purchased it, she started regretting that she spent so much, and she wasn't sure she liked the furniture. To make herself feel better, she told herself that the other furniture she was considering really wasn't that good and probably would not last as long as the furniture she ended up purchasing. Which of the following is Hailey using to reduce her postpurchase dissonance?

Accepted Answer

A)   increasing the desirability of the brand purchased
B)   decreasing the desirability of rejected alternatives
C)   decreasing the importance of the purchase decision
D)   reversing the purchase decision
E)   increasing the importance of the purchase decision

Question 13

Failure on a given product or service characteristic often has a stronger effect on consumers than success on that same characteristic. This is known as ______.

Accepted Answer

A)   technology bias
B)   service design flaw
C)   customer failure
D)   negativity bias
E)   financial failure

Question 14

Repeat purchasers continue to buy the same brand because of their emotional attachment to it.

Accepted Answer

A) True 
 B)False

Question 15

Kevin buys the same brand of clothing all the time. He continues to buy it because it fits him well and the price is right, but he does not have an emotional attachment to it. Kevin is an example of a(n)  _____.

Accepted Answer

A)   trapped purchaser
B)   committed customer
C)   repeat purchaser
D)   nonsatisfied customer
E)   indifferent purchaser

Question 16

Simon was dissatisfied with the meal and service he received at a restaurant, so he complained. The manager came out and was arrogant to Simon, and Simon felt like he was trying to blame him for the bad experience he had by saying he was too picky. Simon vowed never to eat at that restaurant again. Which reason for changing providers does this represent?

Accepted Answer

A)   involuntary switching
B)   responses to service failures
C)   pricing
D)   attraction by competitors
E)   ethical problems

Question 17

Which dimension of product performance relates to the physical functioning of the product?

Accepted Answer

A)   affective
B)   direct
C)   instrumental
D)   attributional
E)   consummatory

Question 18

For which type of firm has research shown that reducing the number of customers who leave by 5 percent resulted in the highest percentage increase in average profits per customer?

Accepted Answer

A)   auto services
B)   branch banks
C)   insurance brokerage
D)   industrial laundry
E)   credit insurance

Question 19

Kristen purchased a chair and ottoman from a national chain furniture store. After only six months, the fabric started to fade and tear in some spots. While she didn't spend much money on this chair, she did expect it to last longer than that. Kristen most likely experienced _____.

Accepted Answer

A)   satisfaction
B)   dissatisfaction
C)   nonsatisfaction
D)   elation
E)   guilt

Question 20

Which of the following is FALSE regarding the way in which disposition decisions can affect a firm's marketing strategy?

Accepted Answer

A)   For most durable goods, consumers are reluctant to purchase a new item until they have "gotten their money's worth" from the old one.
B)   Disposition sometimes must occur before acquisition of a replacement because of space or financial limitations.
C)   Frequent decisions by consumer to sell, trade, or give away used products results in a large used-product market that can reduce the market for new products.
D)   The United States is a completely throwaway society, and consumers are willing to purchase new products without concern for waste.
E)   Environmentally sound disposition decisions benefit society as a whole and thus the firms that are part of that society.

Exam 18: Post-Purchase Processes, Customer Satisfaction, and Customer Commitment

Using a product in a new way is referred to as _____.

Correct Answer
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Negative emotions or guilt feelings aroused by the use of a product or a service are referred to as _____.

Correct Answer
verified

The term used to refer to turnover in a firm's customer base is _____.

Correct Answer
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For which product is no disposition involved?

Correct Answer
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Kristen purchased a chair and ottoman from a national chain furniture store. After only six months, the fabric started to fade and tear in some spots. While she didn't spend much money on this chair, she did expect it to last longer than that. Kristen most likely experienced _____.

Correct Answer
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Correct Answer
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What are the two dimensions of performance for products?

Correct Answer
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For which type of firm has research shown that reducing the number of customers who leave by 5 percent resulted in the highest percentage increase in average profits per customer?

Correct Answer
verified

Failure on a given product or service characteristic often has a stronger effect on consumers than success on that same characteristic. This is known as ______.

Correct Answer
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Which of the following is NOT an action a consumer may utilize to reduce dissonance?

Correct Answer
verified

Which type of customer has an emotional attachment to the brand or firm?

Correct Answer
verified

Which of the following is FALSE regarding the way in which disposition decisions can affect a firm's marketing strategy?

Correct Answer
verified

Churn is a term used to refer to turnover in a firm's customer base.

Correct Answer
verified

Which dimension of product performance relates to the physical functioning of the product?

Correct Answer
verified

Explain how disposition decisions can affect a firm's marketing strategy.

Correct Answer
verified
There are five major ways in which dispo...
View Answer

Which disposition alternative is the most widely used by consumers?

Correct Answer
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Correct Answer
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The emotional response that owning or using the product or outlet provides is known as _____.

Correct Answer
verified

Kevin buys the same brand of clothing all the time. He continues to buy it because it fits him well and the price is right, but he does not have an emotional attachment to it. Kevin is an example of a(n) _____.

Correct Answer
verified

Repeat purchasers continue to buy the same brand because of their emotional attachment to it.

Correct Answer
verified

Exam 18: Post-Purchase Processes, Customer Satisfaction, and Customer Commitment

Using a product in a new way is referred to as _____.

Correct AnswerverifiedShow Answer

Negative emotions or guilt feelings aroused by the use of a product or a service are referred to as _____.

Correct AnswerverifiedShow Answer

The term used to refer to turnover in a firm's customer base is _____.

Correct AnswerverifiedShow Answer

For which product is no disposition involved?

Correct AnswerverifiedShow Answer

Kristen purchased a chair and ottoman from a national chain furniture store. After only six months, the fabric started to fade and tear in some spots. While she didn't spend much money on this chair, she did expect it to last longer than that. Kristen most likely experienced _____.

Correct AnswerverifiedShow Answer

Correct AnswerverifiedShow Answer

What are the two dimensions of performance for products?

Correct AnswerverifiedShow Answer

For which type of firm has research shown that reducing the number of customers who leave by 5 percent resulted in the highest percentage increase in average profits per customer?

Correct AnswerverifiedShow Answer

Failure on a given product or service characteristic often has a stronger effect on consumers than success on that same characteristic. This is known as ______.

Correct AnswerverifiedShow Answer

Which of the following is NOT an action a consumer may utilize to reduce dissonance?

Correct AnswerverifiedShow Answer

Which type of customer has an emotional attachment to the brand or firm?

Correct AnswerverifiedShow Answer

Which of the following is FALSE regarding the way in which disposition decisions can affect a firm's marketing strategy?

Correct AnswerverifiedShow Answer

Churn is a term used to refer to turnover in a firm's customer base.

Correct AnswerverifiedShow Answer

Which dimension of product performance relates to the physical functioning of the product?

Correct AnswerverifiedShow Answer

Explain how disposition decisions can affect a firm's marketing strategy.

Correct AnswerverifiedThere are five major ways in which dispo...View AnswerShow Answer

Which disposition alternative is the most widely used by consumers?

Correct AnswerverifiedShow Answer

Correct AnswerverifiedShow Answer

The emotional response that owning or using the product or outlet provides is known as _____.

Correct AnswerverifiedShow Answer

Kevin buys the same brand of clothing all the time. He continues to buy it because it fits him well and the price is right, but he does not have an emotional attachment to it. Kevin is an example of a(n) _____.

Correct AnswerverifiedShow Answer

Repeat purchasers continue to buy the same brand because of their emotional attachment to it.

Correct AnswerverifiedShow Answer

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There are five major ways in which dispo...
View Answer

Correct Answer
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Correct Answer
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