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Exam 14: Consumption to Satisfaction

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Question 51

Multiple Choice

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Which activity may a consumer engage in to lessen feelings of discomfort following a purchase?

A) seek positive information about the alternative selected
B) minimize the perceived importance of the decision
C) return the product, if possible
D) complain about the experience
E) all of these choices

F) A) and D)
G) A) and C)

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Question 52

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Consumer expectations have three components: locus, control, and stability.

A) True
B) False

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Question 53

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Compare and contrast durable and nondurable goods and give three examples of each.

Consumers may experience other types of emotions besides satisfaction after consumption.

LOUIS VUITTON SCENARIO Carla purchased a Louis Vuitton Fantaisie Handbag for $1,430 when she was in New York City last weekend. She's always liked this brand but never purchased a real one before this. In fact, she has a counterfeit Louis Vuitton handbag, a wallet, and a scarf. While the counterfeit products look just as good as the real brand, they aren't of the same quality as the legitimate branded products. She was very nervous about spending so much money for a handbag, but the sales lady was so kind and explained the benefits of the brand to her and made her feel very welcome in the store. She explained that consumers can only purchase true Louis Vuitton products at Louis Vuitton stores or from its website. She also explained that if she ever had any problem with her handbag that she should return it to the store for repair or a replacement. All things considered, Carla's experience at the store and her purchase far exceeded anything she had expected. -Refer to Louis Vuitton Scenario. After spending so much money for her handbag, Carla wanted her friends and family to know that this was a real Louis Vuitton handbag. Which of the following was important to Carla?

Which theory states that consumers are motivated to act in accordance with their attitudes and behaviors.

Normative expectations are expectations of what a consumer thinks should happen given past experiences with a product or service.

According the expectancy/disconfirmation theory, expectations can only impact satisfaction through the disconfirmation process.

Which of the following is a possible postconsumption emotion?

Consumer expectations have two components: (1) the probability that something will occur and (2) _____.

Expectations about what a consumer really wants to happen during an experience under perfect conditions are called _____.

All of the following are key elements to the attribution theory approach EXCEPT _____.

Temporal factors, antecedent conditions, and the physical environment are particularly influential on the consumption experience.

Meaning transference begins with culture.

Desired expectations are expectations about what a consumer really wants to happen during an experience if everything was ideal.

Which of the following statements is FALSE regarding consumer satisfaction?

The process through which cultural meaning is transferred to a product and onto the consumer is called affect referral.

Mary is going to go to summer camp next week, and she believes she is going to have a really fun time. Her beliefs of what will occur are known as _____.

If performance perceptions exactly match what was expected, confirmation is said to occur.

Marketers attempt to increase the number of times a product is consumed, which is known as _____.