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Exam 18: Post-Purchase Processes, Customer Satisfaction, and Customer Commitment

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Question 21

Multiple Choice

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Which of the following occurs when a consumer actively acquires a product that is not used or used only sparingly relative to its potential use?

A) consumption guilt
B) nonconsumption guilt
C) product nonuse
D) counterfactual thinking
E) prefactual thinking

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Question 22

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If a customer is dissatisfied with a company's product, the company would prefer that he or she complains to the company.

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Question 23

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Disposition of the product or the product's container may occur before, during, or after product use.

Exploding demand and short product life spans for high-tech gadgets such as cell phones, personal computers, and various other personal electronic devices is creating growing concerns over _____.

Service employees who are uncaring, impolite, unresponsive, or unknowledgeable will cause consumers to switch providers for which reason?

A consumer's decision of whether or not to take action when he or she is dissatisfied is a function of which of the following?

An attempt to develop an ongoing, expanding exchange relationship with a firm's customers is called _____.

Why must manufacturers design products with both the primary purpose and other potential uses in mind?

Savannah works at the front desk at a Marriott Hotel. If a guest has a complaint, she is empowered to make amends up to a certain amount without her supervisor's approval. Savannah is known as a _____.

George has used the same company for his car and home insurance for more than 20 years. Any claim he has made has been handled fairly and quickly. A major hurricane came through his area causing many individuals, including George, and business owners to lose everything. While he was hearing about so many insurance claim nightmares, he knew his company would come through because he trusts this company. George is an example of a(n) _____.

Sometimes, consumers purchase products and do not use them.

Pam and her friends ate at a new Italian restaurant, and the food, service, and ambiance exceeded their expectations. They all decided that this was the only Italian restaurant they will ever go to again in their town. This is an illustration of _____.

Employees who deal directly with consumers are known as _____.

Affective performance can arise from only the symbolic dimension of product performance.

A consumer can be neither satisfied nor dissatisfied.

Which dimension of product performance relates to aesthetic or image-enhancement performance?

Which of the following is a key element of relationship marketing?

Renee has been going to the same dentist for years. However, her employer changed her dental insurance plan, and her dentist was not part of the plan. She had to switch to an approved dentist. Which reason for changing providers does this represent?

Many customer loyalty programs are designed to generate repeat purchases rather than committed customers.

The costs of finding, evaluating, and adopting another solution are known as _____.