Cognitive Dissonance, Service Quality, Consumer Behavior – Marketing Final Quiz
The key terms in this Consumer Behavior course include Cognitive Dissonance, Service Quality, Equitable Expectations, Disposal Alternative Available, Negative Word-of-Mouth, Consumer Behavior – Marketing Final Quiz
Jenny bought a new car and she immediately doubted that she made the right decision. She is not sure she bought the right car and paid the best price. She continued to have doubts for several months after her purchase. Jenny is likely experiencing _____.
dissatisfaction
cognitive dissonance
purchase unease
postconsumption disconfirmation
purchase regret
_____ can be thought of as the overall goodness or badness of a service provided.
Service variability
Disconfirmation
Service quality
Servicscapes
Confirmation
Denise thinks she should get a bigger bonus than her co-workers because she sold more of the company’s products than the others. Which type of expectation does this represent?
equitable expectations
realistic expectations
normative expectations
ideal expectations
Which of the following is a disposal alternative available to consumers?
recycling
reselling
all of these choices
donating
trashing
Joe was not satisfied with his meal or the service at a restaurant, so he told the manager about it. Which type of postconsumption behavior did Joe perform?
Attributing
complaining
disconfirming
antiloyalty
switching
Elaine had a problem with the computer printer she purchased, and when she called the toll-free service support number, she was told that she had to pay to speak to a service representative. She was so mad that she told all of her friends and family about the problem with the printer and the poor service she received and advised them never to buy that brand. Elaine is exhibiting which postconsumption behavior?
dissatisfaction
negative public publicity
disconfirming
negative word-of-mouth
switching
Jenny bought a new car and she immediately doubted that she made the right decision. She is not sure she bought the right car and paid the best price. She continued to have doubts for several months after her purchase. Jenny is likely experiencing _____.
dissatisfaction
cognitive dissonance
purchase unease
postconsumption disconfirmation
purchase regret
_____ can be thought of as the overall goodness or badness of a service provided.
Service variability
Disconfirmation
Service quality
Servicscapes
Confirmation