Postconsumption Behavior, Negative Word-of-Mouth, Consumer Behavior – Marketing Quiz
The key terms in this Consumer Behavior course include Postconsumption Behavior, Negative Word-of-Mouth, Complaining Behavior, Loyalty Program, Switching, Talbot’s Clothing Store, Consumer Behavior – Marketing Quiz
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
switching
Which of the following statements is TRUE regarding complaining behavior?
Consumers who do complain react with different emotions than do those who do not complain.
An angry customer is the worst possible outcome for a business.
All customers reporting dissatisfaction complain.
Consumers who experience anger in response to an evaluation of the consumption experience are not likely to complain.
A disgusted consumer is very likely to complain.
How is a complainer different from a noncomplainer?
all of these choices
A complainer is more likely to become a satisfied customer.
A complainer is less likely to tell others when the company responds poorly.
A complainer is unlikely to return.
A complainer is not as valuable as a noncomplainer to a firm.
Which of the following refers to the times when a consumer chooses a competing choice, rather than the previously purchased choice, on the next purchase occasion?
complaining
disconfirmation
dissatisfaction
disloyalty
switching
Talbot’s clothing store offers a program to its customers that keeps track of their purchases and offers a $25 award for every $500 spent. This is an example of a _____.
value program
competitive program
commitment program
customer share program
loyalty program
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
Which of the following statements is TRUE regarding complaining behavior?
Consumers who do complain react with different emotions than do those who do not complain.
An angry customer is the worst possible outcome for a business.
All customers reporting dissatisfaction complain.
Consumers who experience anger in response to an evaluation of the consumption experience are not likely to complain.
A disgusted consumer is very likely to complain.