Consumer Behaviour Chapters 11-16 Flashcards
Which consumer influences are independent of enduring consumer, brand, or product characteristics?
Situational influences
Individual difference variables
Traits
Product life cycle
Situational influences
Canadians drinking hot chocolate in the winter because it is cold outside is an example of which situational influence category?
Time
Place
Traditions
conditions
conditions
Jessica is going shopping to buy school supplies for her children. Which type of shopping is she doing?
Acquisitional shopping
Epistemic shopping
Experiential shopping
Impulsive shopping
Acquisitional shopping
Canadians flooding across the border into the United States to take advantage of Black Friday deals is an example of what?
Outshopping
Experiential shopping
Utilitarian shopping
Distant shopping
Outshopping
What is the term for a naturally occurring mental comparison of one’s self with a target individual?
Social reverse
Social attractiveness
Social comparison
Social inversion
Social comparison
Which of the following is an antecedent condition?
Background music
Servicescape
Consumer budgeting
Atmospherics
Consumer budgeting
The term “temporal factors” is sometimes used to refer to situational characteristics related to time.
True
False
True
Circadian cycles deal with our sleeping and waking times.
True
False
True
Retail stores have personalities.
True
Fasle
True
Impulsive acts are usually associated with a diminished regard for any costs or consequences associated with the act.
True
Impulsivity is a situational variable.
True
False
False
Two factors that help merchandisers create a successful shopping environment are fit and freedom.
True
False
False
The speed of background music influences the speed at which consumers shop.
True
False
True
Ian was carjacked at the mall and is scared to go back. This would be considered an antecedent condition.
True
False
True
Which of the following are activities in the decision-making process?
Evaluation of alternatives
Exchange
reaction
Value
Evaluation of alternatives
Which decision-making perspective assumes that consumers often make purchases and reach decisions based on the affect, or feeling, attached to the product or behaviour under consideration?
Rational perspective
Functional perspective
Experiential perspective
Behavioural influence perspective
Experiential perspective
What is the term for the practice of using decision-making shortcuts to arrive at satisfactory, rather than optimal, decisions?
Satisficing
Compromising
Habituation
Rigging
Satisficing
What is the term for the situation in which consumers are presented with so much information that they cannot assimilate it all?
Information burden
Information regret
Information overload
Information saturation
Information overload
Katherine wants to purchase a new vehicle and is gathering information from sources such as friends, family, salespeople, advertising, and the Internet. What type of search is she conducting?
Extended search
Compulsive search
External search
Objective search
External search
Which of the following is NOT a factor influencing the information search effort?
Degree of competition
Product experience
Involvement
Attitude towards shopping
Degree of competition
Perceived risk refers to the perceptions of negative consequences that are likely to result from a course of action and the uncertainty of which course of action is best to take.
True
False
True
Limited decision making usually occurs when there are relatively low amounts of purchase risk and product involvement.
True
False
True
The desired state is the perceived state for which a consumer strives.
True
False
True
The total collection of all possible solutions to a recognized need is referred to as the universal set.
True
False
True
Sponsored advertisements on search engines and social media sites have little impact on the ease of consumer online shopping.
True
False
False
Expansion of mobile technologies is likely to divert consumers from using the Internet as an external search resource.
True
False
False
What is the term for attributes that consumers consider when reviewing possible solutions to a problem?
Consideration criteria
Categorical criteria
Determinant criteria
Evaluative criteria
Evaluative criteria
What is the term for the idea that perfectly sound decisions are not always feasible due to constraints found in information processing?
Bounded effectivism
Bounded evaluation
Bounded irregularity
Bounded rationality
Bounded rationality
What is another term for underlying attributes that are not readily apparent?
Experience qualities
Latent attributes
Search qualities
Secondary attributes
Experience qualities
Jack is making mental assessments of the presence of attributes and the benefits associated with those attributes. What is the term for these mental assessments?
Judgments
Hierarchies
Cognitive discrimination
Affect referral
Judgments
Which technique can marketers use to understand the attributes that guide preferences by having consumers compare products across levels of evaluative criteria?
Regression analysis
Time-series analysis
Conjoint analysis
Cluster analysis
Conjoint analysis
Mark sets a minimum mental cutoff for two features and will select the product that meets or exceeds this relatively high cutoff on either of those features. Which rule is Mark using?
Compensatory rule
Lexicographic rule
Disjunctive rule
Elimination by aspects rule
Disjunctive rule
Benefits play a limited role in the value equation.
True
False
False
Subordinate product categories are more detailed than superordinate categories.
True
False
True
Friends, family members, and reference groups have an impact on the type of criteria that are used for decision making.
True
False
True
The term “branded variance” is used to describe the practice of offering essentially identical products with different model numbers or names.
True
False
True
There are two major types of noncompensatory rules: primary and secondary.
True
False
False
When consumers choose a product that they believe performs best on the most important feature, they are following the elimination-by-aspects rule.
True
False
False
What is the term for goods that are usually consumed over a long period of time?
Commodity goods
Lasting goods
Utilitarian goods
Durable goods
Durable goods
The consumption of which type of things adds value over the consumption of synthetic experiences?
Authentic
Durable
Physical
Temporal
Authentic
When a consumer anticipates an outcome that could bring about a better situation, what emotion does he or she feel in return?
Hope
Loyalty
Satisfaction
Value
Hope
Eddie has a lot of experience with lawn equipment, so he forms expectations regarding the performance of other lawn equipment based on that experience. Which type of expectation is this?
Normative
Ideal
Equitable
Affective
Normative
Which theory states that consumers are motivated to act in accordance with their attitudes and behaviours?
Confirmation theory
Balance theory
Self-perception theory
Consistency theory
Self-perception theory
Which of the following is a key element of attribution theory?
Equality
Self-perception
Conformity
Control
Control
What is the term for the measurement that asks about a consumer’s satisfaction with various components of a product, service, or experience?
Direct, global measure
Attribute-specific measure
Disconfirmation measure
Linear measure
Attribute-specific measure
Satisfaction or dissatisfaction is the only postconsumption emotion experienced by consumers.
True
False
False
According to consumer behaviour theory, low satisfaction necessarily means high dissatisfaction.
True
False
False
Consumer expectations have two components: the probability that something will occur and the evaluation of that potential occurrence.
True
False
True
Marketer should be very careful about setting firm performance expectations of their brand. Not fulfilling that expectation will directly influence how a consumer views and interacts with that brand in the future.
True
False
True
Equity theory proposes that consumers cognitively compare their own level of inputs and outcomes to those of another party in an exchange.
True
False
True
Lingering doubts about a decision that has already been made cause cognitive regret.
True
False
False
Consumer trashing is the packaging that is no longer necessary for consumption of a product to take place.
True
False
False
Which of the following is a postconsumption behaviour?
Satisfaction
Disconfirmation
Attachment
Complaining
complaining
How are complainers and non-complainers different?
Complainers are less likely to become satisfied customers
Complainers are more likely to return to the store
Non-complainers are a valuable source of information
Non complainers don’t tell others about their experience
Complainers are more likely to return to the store
What is the term for the situation when a consumer yells and makes a public scene about an unsatisfactory experience all in the hope of harming the business?
Realitory revenge
Rancorous revenge
Negative word of mouth
Negative public publicity
Rancorous revenge
Which of the following is NOT a suggestion for handling consumer complaints effectively?
Apologize sincerely
Explain the corrective action that will take place
Refund double what the customer paid
Act quickly
Refund double what the customer paid
Which theory plays a role in explaining why a consumer who holds strong convictions about a brand is less likely to be affected by negative WOM?
Equity theory
Balance theory
Actualization theory
Self-congruency theory
Balance theory
Which behaviour is exhibited by consumers who choose a competing choice, rather than the previously purchased choice, on the next purchase occasion?
Disconfirmation
Switching
Dissatisfaction
Negative affect
Switching
Bundled pricing can result in a perceived and actual increase in price if only one of the products is replaced. This is an example of which type of switching cost?
Procedural
Financial
Relational
Satisfactory
Financial
Which of the following is a behavioural component that is indicative of customer loyalty?
Satisfaction
Customer switching
Customer share
Customer interia
Customer share
Due to a negative past experience, Paul will do everything possible to avoid shopping at Walmart. In fact, he hasn’t been in one for more than 10 years. Which of the following best describes Paul?
Complainer
Inter customer
Biased customer
Anti-loyal customer
Anti-loyal customer
Which characteristic of relationship quality occurs when the customer feels that he or she is being treated as an individual with unique needs and wants?
Competence
Trust
Equity
Personalization
Personalization
Procedural justice is a preconsumption sense of transaction fairness.
True
False
False
Competitive intensity refers to the number of firms competing for business within a specific category.
True
False
True
A healthy relationship between a consumer and a marketer enhances value for both the consumer and the marketer.
True
False
True
Which type of behaviour violates generally accepted norms of conduct?
Anti-loyal behaviour
Negative word of mouth
Smoking
Consumer misbehaviour
Consumer misbehaviour
What is the term for the practice of buying products with the sole intention of returning them after they have been used?
Retail borrowing
Purchasing misbehaviour
Entitlement behaviour
Retail abuse
Retail borrowing
What is the term for the ideas that most consumers have about the perceived ethicality or morality of behaviours?
Moral compass
Moral beliefs
Moral equity
Moral conscience
Moral beliefs
Which of the following involves disrupting advertisements and marketing campaigns by altering the messages in some meaningful way?
Dysfunctional consumer behaviour
Anomie
Culture jamming
Marketing abus
Culture jamming
Which of the following describes the activities of various groups to voice concern for, and to protect, basic consumer rights?
Consumerism
Marketing ethics
Environmentalism
Social responsibility
Consumerism
Which of the following is one of the most visible elements of the marketing mix and thus where most policies are questioned?
Product
Distribution
Pricing
Promotion
Pricing
Canadian Tire’s support of the Jumpstart physical activity program for kids is an example of the company giving back to communities through which charitable activity?
Ethical
Altruistic
Strategic
Social
Altruistic
In order to protect children from advertising, the CRTC requires ads to comply with which of the following?
Children’s Protection Act
Children’s Online Privacy Protection Act
Advertising to Children Review Unit
Broadcast Code for Advertising to Children
Broadcast Code for Advertising to Children
Corporate social responsibility may be defined as an organization’s activities and status related to its societal obligations.
True
False
True
The Department of Justice is one of the federal regulatory bodies that has a role in protecting consumers’ personal information.
True
False
True
Under CASL, commercial electronic messages sent by companies enforcing contractual obligations need to have a recipient’s expressed consent.
True
False
True
