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1 | |
___________________ is a judgment of a pleasurable level of consumption-related fulfillment, including levels of under fulfilment or over fulfillment. |
| | A) | Adaption |
| | B) | Satisfaction |
| | C) | Expectations |
| | D) | Ambivalence |
| | E) | Delight |
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2 | |
The ______________________________ is a systematic procedure for recording events and behaviors observed to lead to success or failure on specific tasks. |
| | A) | Homans' rule of justice |
| | B) | SERVQUAL |
| | C) | Critical Incident Technique |
| | D) | Satisfaction Driver |
| | E) | Expectancy Disconfirmaion |
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3 | |
The _______________________ states that disconfirmation of pre-consumption expectations is the key influence on consumer satisfaction. |
| | A) | SERQUAL |
| | B) | Homans' rule of justice |
| | C) | Expectancy-Disconfirmation Model of Satisfaction |
| | D) | Desires Model |
| | E) | Under-fulfillment Model |
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4 | |
When expectations are not met, _______________________ occurs and the likelihood of consumer dissatisifaction increases. |
| | A) | negative disconfirmation |
| | B) | active expectation |
| | C) | assimilation effect |
| | D) | aversive status |
| | E) | passive expectation |
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5 | |
_______________ are the are the levels of products' attributes and benefits that a consumer believes will lead to, or are connected with, higher-level values. |
| | A) | Fulfillments |
| | B) | Expectations |
| | C) | Assimilations |
| | D) | Desires |
| | E) | Drivers |
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6 | |
The fairness concept is built into the __________________________ , which proclaims parties' rewards in exchanges with others should be proportioned to their investments (or losses). |
| | A) | Homans' rule of justice |
| | B) | Procedural fairness model |
| | C) | Active expectations theory |
| | D) | Critical incidence technique |
| | E) | Satisfaction drivers promise |
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7 | |
__________________ is how rewards or outcomes are partitioned among the participants in an exchange. |
| | A) | Perceived quality |
| | B) | Active expectations |
| | C) | Positive disconfirmation |
| | D) | Distributional fairness |
| | E) | Expectancy disconfirmation |
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8 | |
_____________________ refers to how the consumer is treated by the marketer. |
| | A) | Procedural fairness |
| | B) | Interactional fairness |
| | C) | Distributional fairness |
| | D) | Assimilation fairness |
| | E) | Aggressive fairness |
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9 | |
The ____________________ is characterized by low levels of emotional arousal and may entail disinterest. |
| | A) | contentment response |
| | B) | perceived quality model |
| | C) | passive expectations approach |
| | D) | equity sensitivity theory |
| | E) | ambivalence receptive model |
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10 | |
We can define consumer ___________________ as the simultaneous or sequence of multiple emotional states associated with acquisition and/or consumption processes. |
| | A) | expectations |
| | B) | desires |
| | C) | ambivalence |
| | D) | piety |
| | E) | sensitivity |
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11 | |
The average firm is estimated to lose ____________ of its customers in a given year, mostly due to dissatisfaction. |
| | A) | 10 % |
| | B) | 15% |
| | C) | 20% |
| | D) | 25% |
| | E) | 30% |
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12 | |
____________ can take several different forms including compliments an organization may receive when it delivers especially satisfying outcomes, complaints to the company about performance failure, negative and positive word-of-mouth with other consumers or consuming organizations, or third party complaints or compliments. |
| | A) | Exit |
| | B) | Desire |
| | C) | Delight |
| | D) | Voice |
| | E) | Fairness |
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13 | |
______________ is a deeply held commitment to rebuy or re-patronize a preferred product or service consistently in the future, despite situational influences and marketing efforts having the potential to cause switching behavior. |
| | A) | Adaption |
| | B) | Customer loyalty |
| | C) | Satisfaction drivers |
| | D) | Positive disconfirmation |
| | E) | Procedural fairness |
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14 | |
____________ refers to positive and negative ways in which consumers restructure meanings, roles, and objects in the marketplace. |
| | A) | Effects |
| | B) | Exit |
| | C) | Aversive |
| | D) | Twist |
| | E) | Satisfaction |
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15 | |
_______________ is a quarterly magazine with the twin goals of raising consciousness of commercial excess and elevating the media awareness and skills of those in the anti-consumerist movement. |
| | A) | GQ |
| | B) | Modern Home |
| | C) | Consumer Affairs |
| | D) | Adbusters |
| | E) | Voices of the Citizens |
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2002 McGraw-Hill Higher Education