Chapter 14: Consumption to Satisfaction
TRUE/FALSE
1. (T/F) Nondurable goods are consumed over a long duration.
2. (T/F) Consumption frequency refers to the number of consumers consuming the same product or service in a given geographic location.
3. (T/F) Authenticity means something (including an experience) is real, genuine, and unique, and has a history or tradition.
4. (T/F) The process through which cultural meaning is transferred to a product and onto the consumer is called meaning transference.
5. (T/F) Emotions influence consumer behavior only after the consumption of a product or service.
6. (T/F) Initiatives that increase customer satisfaction always improve top-line performance.
7. (T/F) Satisfaction as an emotion is extremely strong and creates relatively strong behavioral reactions.
8. (T/F) The basic disconfirmation model proposes that consumers enter into a consumption experience with predetermined cognitive expectations of consumption.
9. (T/F) Negative disconfirmation leads to consumer satisfaction by disconfirming negative expectations associated with the product.
10. (T/F) If performance perceptions exactly match what was expected, neutral disconfirmation is said to occur.
11. (T/F) Expectations are preconsumption beliefs concerning what will occur during an exchange and/or consumption of a product.
12. (T/F) With low involvement, high expectations will be associated directly with increased dissatisfaction, and low expectations will be associated directly with increased satisfaction.
13. (T/F) Hope is a fundamental emotion evoked by positive, anticipatory appraisals which signal uncertainty about a positive outcome.
14. (T/F) 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 are known as predictive expectations.
15. (T/F) Research has indicated that when expectations are held with a strong degree of confidence, both disconfirmation and performance perceptions affect satisfaction.
16. (T/F)When expectations lack a strong degree of confidence, satisfaction is less strongly influenced by perceived performance.
17. (T/F) Service quality is often discussed as the difference between consumer expectations of different service aspects and the actual service that is delivered.
18. (T/F) Equity theory proposes that consumers are satisfied with their own level of inputs and outcomes in an exchange and make no effort to compare them with that of another party.
19. (T/F) Attribution theory focuses on explaining why a certain event has occurred.
20. (T/F) Cognitive dissonance refers to lingering doubts about a decision that has already been made.
MULTIPLE CHOICE
1. Goods that are consumed quickly are known as _____ goods.
a. / Durableb. / Nondurable
c. / Recyclable
d. / Nondegradable
e. / Nonperishable
2. Which of the following is an example of a durable good?
a. / An air conditionerb. / A bottle of water
c. / A facial cream
d. / A toilet paper roll
e. / A bottle of perfume
3. Jake has a passion for collecting old watches. He’s particularly interested in those from the 1920s because they have a history behind them. He has learned that some of them are fake. Therefore, he takes the watches to an appraiser to ensure that they are genuine before he agrees to purchase them. Jake is concerned with the _____ of the watches.
a. / canonicityb. / periodicity
c. / reliability
d. / stability
e. / authenticity
4. _____ is a mild, positive emotional state resulting from a favorable appraisal of a consumption outcome.
a. / Cognitive dissonanceb. / Cognitive transference
c. / Consumer attribution
d. / Consumer satisfaction
e. / Neutral disconfirmation
5. According to the expectancy/disconfirmation theory, when performance perceptions are more positive than what was expected, _____ occurs.
a. / positive disconfirmationb. / negative disconfirmation
c. / dissatisfaction
d. / confirmation
e. / positive expectation
6. Preconsumption beliefs concerning what will occur during an exchange and/or consumption of a product are known as _____.
a. / premeditationsb. / perceptions
c. / confirmations
d. / temptations
e. / expectations
7. When James’s friend bought a convertible from a particular automobile company, James was apprehensive because he had had a bad experience with a car from the same company. James’ apprehension toward his friend’s purchase is an example of a(n) _____ expectation.
a. / relativeb. / ideal
c. / equitable
d. / introspective
e. / normative
8. Which of the following theories states that consumers are motivated to act in accordance with their attitudes and behaviors?
a. / Expectancy theoryb. / Attribution theory
c. / Self-perception theory
d. / Equity theory
e. / Balance theory
9. Which of the following is a postconsumption reactions theory?
a. / Need hierarchy theoryb. / Theory X and Theory Y
c. / Self-determination theory
d. / Equity theory
e. / Situational theory
10. The attribution theory _____.
a. / judges actual performance perceptions against an expectations benchmarkb. / compares if performance perceptions exactly match with what was expected
c. / explains why a certain event has occurred
d. / maintains consistency among consumers’ beliefs
e. / compares consumers’ own level of inputs and outcomes to those of another party