Chapter 14

Question 0

Is the degree to which an object, person, or experience seems real, genuine, unique, and part of history or tradition

Answer 0

Authenticity

Question 1

Attribution theory

Answer 1

Theory that proposes that consumers look for the cause of particular consumption experiences when arriving at satisfaction judgements

Question 2

Cognitive dissonance

Answer 2

An uncomfortable feeling that occurs when a consumer has lingering doubts about a decision that has occurred

Question 3

Confirmation bias

Answer 3

Tendency for expectations to guide performance perceptions

Question 4

Consumer dissatisfactions

Answer 4

Mild, negative affective reaction resulting from an unfavourable appraisal of a consumption outcome

Question 5

Consumer refuse

Answer 5

Any packaging that is no longer necessary for consumption to take place, or in some cases, the actual good that is no longer providing value to the consumer

Question 6

Mild, positive emotion resulting from a favourable appraisal of a consumption outcome

Answer 6

Consumer satisfaction

Question 7

Consumption frequency

Answer 7

Number of times a product or service is consumed in a given period of time

Question 8

Desire

Answer 8

Level of a particular benefit that will lead to a valuable end state

Question 9

Distributive fairness

Answer 9

Refers to the way a consumer judges the outcomes of an exchange

Question 10

Goods that are usually consumed over a long period of time.

Answer 10

Durable goods

Question 11

Equity theory

Answer 11

Theory that proposes that people compare their own level of inputs and outcomes to those of another party in an exchange

Question 12

Expectancy/disconfirmstion theory

Answer 12

Satisfaction formation theory that proposes that consumers use expectations as a bench mark against which performance perceptions are judged

Question 13

Expectations

Answer 13

Preconsumption beliefs of what will occur during an exchange and consumption of a product

Question 14

Hope

Answer 14

A fundamental emotion evoked by positive, anticipatory appraisals that signal uncertainty about a potentially positive outcome

Question 15

Interactional fairness

Answer 15

Captures how fairly a consumer believes he or she was treated when dealing with service personnel in resolving some issue

Question 16

Left skewed

Answer 16

Distribution of responses consistent with most respondents choosing responses so the distribution is clustered toward the positive end of the scale.

Question 17

Meaning transference

Answer 17

Process through which cultural meaning is transferred to a product and onto the consumer

Question 18

Negative disconfirmation

Answer 18

According to the expectancy/disconfirmation approach, a perceived state wherein performance perceptions fall short of expectations

Question 19

Non durable goods

Answer 19

Goods that are usually consumed quickly

Question 20

Pack rats

Answer 20

Consumers possessing high levels of a lifestyle trait leading to a strong tendency toward retaining consumption related possessions

Question 21

Positive disconfirmation

Answer 21

According to the expectancy/disconfirmation approach, a perceived state wherein performance perceptions exceed expectations

Question 22

Self-perception theory

Answer 22

Theory that states that consumers are motivated to act in accordance with their attitudes and behaviours

Question 23

Service quality

Answer 23

Overall goodness or badness of a service experience, which is often measured by servqual

Question 24

Servqual

Answer 24

Way of measuring service quality that captures consumers disconfirmation of service expectations

Question 25

Top line performance

Answer 25

A business term referring to the sales growth (sales being at the too of an earning statement)