Consumer Satisfaction - Consumer Behavior - Marketing

Consumer Satisfaction, Positive Emotional State, Consumer Behavior – Marketing – Quiz 1

The key terms in this Consumer Behavior course include Consumer Satisfaction, Positive Emotional State, Postconsumption Emotion, Predictive Expectations, Consumer Behavior – Marketing – Quiz 1

_____ is a mild, positive emotional state resulting from a favorable appraisal of a consumption outcome.

Cognitive transference

Service quality

Consumer satisfaction

Cognitive dissonance

Consumer dissatisfaction

A family had dinner at Longhorn’s, a chain of steak restaurants. They all commented that they enjoyed the restaurant and thought the food was good. Which of the following best describes their consumption outcome?

elation

joy

hope

expectation

satisfaction

Which of the following is a possible postconsumption emotion?

anger

disgust

exhilaration

surprise

all of these choices

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 _____.

predictors

satisfaction

expectations

confirmations

affective components of satisfaction

Ken is buying a new car next week and he expects that he will get a good deal and that driving the car will be fun. Which type of expectations are these?

normative expectations

predictive expectations

realistic expectations

equitable expectations

ideal expectations

Lori moved into a new house and was supposed to get her phone connected in August, but hurricane Katrina struck the day a serviceman was supposed to hook it up. As a result, she was not able to get phone service until several months later because there was so much devastation from the hurricane. Lori was not mad because she realized that the phone company did not have control over the weather or the extent of the destruction it caused. Which element of attribution theory does this illustrate?

confirmation

expectations

disconfirmation

control