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Exam 14: Consumption to Satisfaction

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Question 51

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Gwen waits tables at a coffee shop. While the coffee shop is always crowded, on one particular rainy day, there were very few customers. Although the coffee shop is popular in the locality, Gwen blames her manager for not advertising the shop. She attributes the lack of advertisement to the fewer customers on that day. In this scenario, which element of the attribution theory does Gwen associate with the cause for fewer customers on a rainy day?

A) Locus
B) Bias
C) Uniformity
D) Stability

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Question 52

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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.

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Question 53

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Darrell has a negative perception about plasma televisions and thinks that they are less energy-efficient. His son buys a plasma television for its superior picture quality. However, Darrell tries to find faults with the plasma television due to his preconceived notion. In this scenario, which of the following phenomena does Darrell demonstrate?

Define expectations. Describe the four types of consumer expectations.

In the context of consumer satisfaction, _____ is the level of a particular benefit that will lead to a valued end state.

Define consumer refuse. List the disposal alternatives available to consumers.

Hope is the level of a particular benefit that will lead to a valued end state.

Identify an accurate statement about customer satisfaction.

Which of the following is a fundamental emotion evoked by negative, anticipatory appraisals that signal uncertainty about a negative outcome?

Managers believe that initiatives that increase customer satisfaction always improve top-line performance.

Consumption frequency refers to the number of consumers consuming the same product or service in a given geographic location.

Satisfaction as an emotion is extremely strong and creates relatively strong behavioral reactions.

Identify a true statement about attribution theory.

Which of the following defines consumption?

Packrats hang onto a relatively manageable number of cherished mementos from the past that bring a great deal of value through nostalgia or personal memories.

Durable goods are goods that are consumed over extremely short periods of time.

List out some possible post-consumption reactions other than satisfaction. Why is it important to assess these reactions of consumers?

Top-line performance is a business term referring to sales growth, sales being at the top of an earnings statement.

Confirmatory bias is particularly present when:

Patty buys a product from a spa that is labelled "facelift in a bottle." She pays $69.95 for the product and takes it home anticipating that using the product will make her look young. Based on the information provided, which of the following emotions best reflects Patty's expectation from the product?