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Melissa wants to buy a new hair dryer. She considers five models and assigns them belief ratings from 1= very poor to 10= very good, and importance ratings from 10= most important to 1=least important. She sets a mental cutoff […]

Research confirms that consumers generally consider only a small fraction of the actual number of problem solutions that are available. In collectivist cultures, more focus is placed on the nuclear family. Answer: F In collectivist cultures, more focus is placed […]

Define customer commitment and describe its significance. Most young consumers who were born between 1995 and 2010 belong to _____. a. Generation X b. Baby Boomers c. Millennials d. Generation Y e. Generation Z Answer: E The statement, “I always […]

Which of the following is a postconsumption reactions theory? a. Need hierarchy theory b. Theory X and Theory Y c. Self-determination theory d. Equity theory e. Situational theory Which of the following types of social power gives an individual authority […]

What role does value play in consumer misbehavior? Situational involvement often comes about when consumers are shopping for something that they have little interest in but that comes with a relatively high price. Answer: T The determinant criterion for a […]

With affect-based evaluation, alternatives are evaluated across a set of attributes that are considered relevant to the purchase situation. The perceived risk for a product or service remains the same across consumers and situations. Answer: F Risk varies across consumers […]

Individual differences, which include personality and lifestyle, help determine consumer behavior. According to the ABC approach to attitudes, the statement, “I really like my smartphone,” is an example of the behavior component of attitude. Answer: F This is a statement […]

An associative network is a network of: a. synaptic pathways linking various stimuli. b. mental pathways linking knowledge within memory. c. neural pathways linking nerve fibres within the sensory memory. d. mental pathways linking consumer motivation with cognition. e. neural […]

Consumers who have great influence on other consumers’ behaviors relating to product adoption and purchase are known as _____. a. conspicuous consumers b. surrogate consumers c. product innovators d. market leaders e. opinion leaders In most countries, the Head of […]

The nine nation approach in segmentation asserts the fact that consumer priorities remain consistent across regions. Legitimate power is associated with authority. Answer: T Consumers who engage in retail borrowing decrease product costs. Answer: F Consumers who engage in retail […]

The phenomenon in which consumers often choose membership in microcultures in an effort to stand out or define themselves from the crowd is called _____. a. resurgence b. acculturation c. divergence d. enculturation e. stratification In the balance theory, the […]

ANS: B PTS: 1 DIF: Difficulty: Challenging OBJ: LO: 1-2 NAT: BUSPROG: Reflective Thinking STA: DISC: Customer TOP: A-head: The Ways in Which Consumers are Treated KEY: Bloom’s: Application 29. Which orientation refers to a way of doing business in […]

Chapter 1: What is CB and Why Should I Care? TRUE/FALSE 1. An understanding of consumer behavior can translate into better public policy for governments. ANS: T PTS: 1 DIF: Difficulty: Easy OBJ: LO: 1-1 NAT: BUSPROG: Reflective Thinking STA: […]

Chapter 2: Value and the Consumer Behavior Value Framework TRUE/FALSE 1. The Consumer Behavior Framework (CBF) represents consumer behavior theory illustrating factors that shape consumption-related behaviors and ultimately determine the value associated with consumption. ANS: F The Consumer Value Framework […]

b. utilitarian and hedonic c. personal and social d. primary and secondary e. temporal and stable ANS: B PTS: 1 DIF: Difficulty: Easy OBJ: LO: 2-2 NAT: BUSPROG: Analytic STA: DISC: Customer TOP: A-head: Value and Two Basic Types of […]

34. Mark always avoids high-end brands as he considers them too expensive. However, in one of his shopping trips, he notices that a luxury cologne was being sold at a considerably reduced price. He buys two of these colognes even […]

Chapter 3: Consumer Learning Starts Here: Perception TRUE/FALSE 1. Perception refers to a change in behavior resulting from the interaction between a person and a stimulus. ANS: F Learning refers to a change in behavior resulting from the interaction between […]

Chapter 4: Comprehension, Memory, and Cognitive Learning TRUE/FALSE 1. Consumers can realize value even without an ability to assign meaning to the things consumed. ANS: F Consumers can’t realize value without an ability to assign meaning to the things consumed. […]

c. It is considered to be preattentive. d. It uses semantic coding to store information. e. It uses the same distinctive mechanism for different sensory information. ANS: C PTS: 1 DIF: Difficulty: Moderate OBJ: LO: 4-2 NAT: BUSPROG: Analytic STA: […]

Chapter 5: Motivation and Emotion: Driving Consumer Behavior TRUE/FALSE 1. Consumer needs start the consumption process because they kick-start or “motivate” subsequent thoughts, feelings, and behavior. ANS: T PTS: 1 DIF: Difficulty: Easy OBJ: LO: 5-1 NAT: BUSPROG: Analytic STA: […]

a. Outcomes appraisal b. Equity appraisal c. Anticipation appraisal d. Agency appraisal e. Introspective appraisal ANS: D PTS: 1 DIF: Difficulty: Easy OBJ: LO: 5-3 NAT: BUSPROG: Analytic STA: DISC: Customer TOP: A-head: Consumer Emotions and Value KEY: Bloom’s: Knowledge […]

Chapter 6: Personality, Lifestyles, and the Self-Concept TRUE/FALSE 1. Personality helps explain why a particular behavior provides great value to one consumer but none to another. ANS: T PTS: 1 DIF: Difficulty: Easy OBJ: LO: 6-1 NAT: BUSPROG: Analytic STA: […]

32. Which of the following is a characteristic of consumers with low need for cognition? a. They tend to be influenced by things like an endorser’s attractiveness and cues that are not central to a message. b. They tend to […]

e. Social judgment theory ANS: A PTS: 1 DIF: Difficulty: Easy OBJ: LO: 7-4 NAT: BUSPROG: Analytic STA: DISC: Customer TOP: A-head: Consumer Attitude Models KEY: Bloom’s: Knowledge 30. _____ refers to the extent to which a company actively monitors […]

Chapter 7: Attitudes and Attitude Change TRUE/FALSE 1. Attitudes motivate people to behave in relatively consistent ways. ANS: T PTS: 1 DIF: Difficulty: Easy OBJ: LO: 7-1 NAT: BUSPROG: Analytic STA: DISC: Customer TOP: A-head: Attitudes and Attitude Components KEY: […]

Chapter 8: Group and Interpersonal Influence TRUE/FALSE 1. A reference group is a group of individuals who have an impact on the consumer’s evaluations, aspirations, and behavior. ANS: T PTS: 1 DIF: Difficulty: Easy OBJ: LO: 8-1 NAT: BUSPROG: Analytic […]

a. Normative influence b. Informational influence c. Coercive influence d. Value-expressive influence e. Utilitarian influence ANS: B PTS: 1 DIF: Difficulty: Challenging OBJ: LO: 8-3 NAT: BUSPROG: Reflective Thinking STA: DISC: Customer TOP: A-head: Reference Group Influence KEY: Bloom’s: Application […]

OBJ: LO: 9-2 NAT: BUSPROG: Diversity STA: DISC: Customer TOP: A-head: Using Core Societal Values KEY: Bloom’s: Comprehension 27. Aaron is proud of the traits associated with his countrymen. They are generally perceived as adventurous with a pronounced inclination toward […]

Chapter 9: Consumer Culture TRUE/FALSE 1. An individual’s consumption activity helps determine how accepted he or she is by the other consumers in the society. ANS: T PTS: 1 DIF: Difficulty: Easy OBJ: LO: 9-1 NAT: BUSPROG: Analytic STA: DISC: […]

Chapter 10: Microcultures TRUE/FALSE 1. A microculture is defined as a group of people who share similar values and tastes that are subsumed within a larger culture. ANS: T PTS: 1 DIF: Difficulty: Easy OBJ: LO: 10-1 NAT: BUSPROG: Diversity […]

26. Carl turned 55-years old in 2012. He retired early from his job as he had enough savings for a good life. Carl belongs to the _____ group. a. greatest generation b. silent generation c. Generation X d. Millennials e. […]

Chapter 11: Consumers in Situations TRUE/FALSE 1. Situational influences are enduring characteristics of neither a particular consumer nor a product or brand. ANS: T PTS: 1 DIF: Difficulty: Easy OBJ: LO: 11-1 NAT: BUSPROG: Analytic STA: DISC: Strategy TOP: A-head: […]

a. Hedonic shopping value b. Absolute shopping value c. Epistemic shopping value d. Experiential shopping value e. Utilitarian shopping value ANS: E PTS: 1 DIF: Difficulty: Easy OBJ: LO: 11-3 NAT: BUSPROG: Analytic STA: DISC: Customer TOP: A-head: Place Shapes […]

Chapter 12: Decision Making I: Need Recognition and Search TRUE/FALSE 1. The basic consumer behavior consumption process revolves around value-seeking activities that consumers perform as they go about satisfying needs. ANS: T PTS: 1 DIF: Difficulty: Easy OBJ: LO: 12-1 […]

c. Habitual decision making d. Involved decision making e. Timed decision making ANS: C PTS: 1 DIF: Difficulty: Challenging OBJ: LO: 12-3 NAT: BUSPROG: Reflective Thinking STA: DISC: Customer TOP: A-head: Decision-Making Approaches KEY: Bloom’s: Application 31. When Dane was […]

b. cue c. beacon d. sensor e. code ANS: A PTS: 1 DIF: Difficulty: Moderate OBJ: LO: 13-3 NAT: BUSPROG: Reflective Thinking STA: DISC: Product TOP: A-head: Product Categorization and Criteria Selection KEY: Bloom’s: Application 33. Wendy generally buys tuberoses […]

Chapter 13: Decision Making II: Alternative Evaluation and Choice TRUE/FALSE 1. Evaluative criteria are the attributes, features, or potential benefits that consumers consider when reviewing possible solutions to a problem. ANS: T PTS: 1 DIF: Difficulty: Easy OBJ: LO: 13-1 […]

d. introspective e. normative ANS: E PTS: 1 DIF: Difficulty: Challenging OBJ: LO: 14-4 NAT: BUSPROG: Reflective Thinking STA: DISC: Customer TOP: A-head: Theories of Postconsumption Reactions KEY: Bloom’s: Application 30. Holly wants to have an extravagant wedding on an […]

Chapter 14: Consumption to Satisfaction TRUE/FALSE 1. Durable goods are goods that are consumed over extremely short periods of time. ANS: F Durable goods are goods that are consumed over long periods of time. PTS: 1 DIF: Difficulty: Easy OBJ: […]

e. Procedural switching cost ANS: E PTS: 1 DIF: Difficulty: Easy OBJ: LO: 15-3 NAT: BUSPROG: Analytic STA: DISC: Customer TOP: A-head: Switching Behavior KEY: Bloom’s: Knowledge 25. Alice has always used Nokia phones since the time she got herself […]

Chapter 15: Consumer Relationships TRUE/FALSE 1. Perceptions of justice are included within the equity cognitions. ANS: T PTS: 1 DIF: Difficulty: Easy OBJ: LO: 15-1 NAT: BUSPROG: Analytic STA: DISC: Customer TOP: A-head: Outcomes of Consumption KEY: Bloom’s: Knowledge 2. […]

Chapter 16: Consumer and Marketing Misbehavior TRUE/FALSE 1. Consumer misbehavior expedites the flow of consumption activities. ANS: F Consumer misbehavior disrupts the flow of consumption activities. PTS: 1 DIF: Difficulty: Easy OBJ: LO: 16-1 NAT: BUSPROG: Analytic STA: DISC: Customer […]

c. impulsive d. addictive e. suicidal ANS: D PTS: 1 DIF: Difficulty: Moderate OBJ: LO: 16-2 NAT: BUSPROG: Reflective Thinking STA: DISC: Customer TOP: A-head: Distinguish Consumer Misbehavior and Problem Behavior KEY: Bloom’s: Application 28. Which of the following best […]

Buying a product because it delivers a specific benefit is an example of the value-expressive function of attitudes. According to the kosher diet, dairy products cannot be consumed simultaneously with meat. Answer: T Hans searched the Internet, talked to friends, […]

_____ costs are the costs associated with changing from one choice, such as a brand, retailer, or service provider, to another. a. Switching b. Transfer c. Conversion d. Shilling e. Infiltrating Which type of cues refer specifically to information found […]

The superego focuses on resolving the conflicts between the id and ego. Discuss the effect of moral beliefs on ethical decision making and consumer misbehavior. Answer: Moral beliefs, or beliefs about the perceived ethicality or morality of behaviors, play a […]

The ability of a group or individual to influence a consumer due to the group’s or individual’s knowledge of, or experience with, a specific subject matter is known as _____ power. a. referent b. legitimate c. expert d. reward e. […]

Sara is waiting for the results of a job interview she appeared for. She is anxious to know about the outcome and hopes that she will be selected for the job. This is an example of _____ appraisal. a. anticipation […]

SCHOOL COUNSELOR SCENARIO Clarence works as a school counselor in a high school. She finds her job very challenging as she has to help teenagers deal with a variety of problems. Her years on the job have given Clarence startling […]

The approximate worth of a customer to a company in economic terms is known as the _____. a. net present value (NPV) b. customer lifetime value (CLV) c. customer present value (CPV) d. customer future value (CFV) e. total customer […]

Which of the following best describes repetitive, excessive, and purposeful consumer behaviors that are performed as a response to tension, anxiety, or obtrusive thoughts? a. Commodity fetishism b. Impulsive consumption c. Compulsive consumption d. Addictive consumption e. Commodity narcissism Which […]

ENERGY BAR SCENARIO Nutrition labels on products provide considerable information for consumers. For example, a consumer deciding among the many brands of energy bars might compare three offerings: Crayton Bar, Goodie-meal Bar, and Snacky-Bar. The most important attribute for this […]

Cindy, an overweight teenager, feels pressurized as all her friends at school are slim. So she binges on fast-food and then throws up after her meals. Unhappy with her body image, she often ends up being rude to her classmates. […]

Personality helps explain why a particular behavior provides great value to one consumer but none to another. The term bounded rationality describes the idea that perfectly rational decisions are always feasible. Answer: F The term bounded rationality describes the idea […]

A cosmetic manufacturer that targets young women was looking at a graphical display of how women perceived different brands of cosmetics. They found that their brand was clustered with brands that are targeted toward older women. This graphical depiction of […]

WALMART SCENARIO Walmart is the largest retailer in the world with more than 4,000 stores located in 14 countries outside the United States. The corporation has learned, sometimes the hard way, that the Walmart business model cannot be applied to […]

Which of the following is a BRIC country? a. Belgium b. Ireland c. Russia d. Italy e. Canada When the search effort is not necessarily focused on an upcoming purchase; rather the effort is focused on staying up to date […]

According to which of the following theories,communications provide information in ways beyond the explicit or obvious content of a message? a. Signal theory b. Habituation theory c. Dual-coding theory d. Prospect theory e. Multiple store theory Alice, a five-year-old, used […]

The total collection of all possible solutions to a recognized need is referred to as the _____ set of alternatives. a. awareness b. universal c. consideration d. inert e. inept COFFEE-MAKER SCENARIO Jane was visiting her friend and was served […]

Echoic storage is the storage of: a. visual information as an exact representation of a scene. b. auditory information as an exact representation of a sound. c. olfactory information as an exact representation of a smell. d. gustatory information as […]

VISITING THE DENTIST SCENARIO According to a survey conducted by the American Dental Association, almost 25 percent of Americans don”t go to the dentist as they nurture deep-rooted fears. According to the general public opinion there’s plenty to fearpain, needles, […]

Which of the following perspectives to learning focuses on the cognitive processes associated with comprehension that lead to consumer learning? a. Behaviorist perspective b. Transformative perspective c. Constructivist perspective d. Information processing perspective e. Connectivist perspective Which of the following […]

Voluntary memory is the memory for information one is exposed to, attends to, and applies effort to remember. Marketers should maximize incongruity in marketing messages if the primary goal is to create a favorable attitude rather than increased comprehension. Answer: […]

CHRISTMAS SHOPPING SCENARIO Maisie waits for Black Friday each year to do her Christmas gift shopping. She maintains the tradition of gift-giving faithfully, as it makes her feel a sense of kinship and attachment with her family and close friends. […]

Which of the following terms refers to lingering doubts about a decision that has already been made? a. Buyer’s remorse b. Cognitive dissonance c. Search regret d. Buyer’s guilt e. Cognitive inertia Community Trust Bank is analyzing its customer data […]

Which of the following is a characteristic of consumers with low need for cognition? a. They tend to be influenced by things like an endorser’s attractiveness and cues that are not central to a message. b. They tend to think […]

You are a business consultant specializing in handling consumer complaints. Suggest some guidelines that hotel employees should follow when responding to consumer complaints. The tendency for expectations to guide performance perceptions is called confirmatory bias. Answer: T The mere exposure […]

Comprehension applies not only to consumer learning but to consumers’ attitudes as well. For functional types of services, hedonic value is more strongly related to customer share than is utilitarian value. Answer: F For functional types of services, utilitarian value […]

Carl and Sarah, newlyweds, are considering the purchase of their first house. They are very involved with this purchase decision, particularly because they will be spending their entire savings on this purchase. They have been searching for information on the […]

According to the social judgment theory, in which of the following instances does assimilation occur? a. When the consumer is not involved with the message b. When an incoming message is perceived as falling within the latitude of rejection c. […]

Price gouging is the act of charging a higher than reasonable price for a good that occurs following some kind of natural disaster or event. Underlying attributes are sometimes referred to as experience qualities because they are often perceived only […]

Irene has been saving up and searching for the right house to buy. She was ecstatic when a friend told her of a website that deals with real estate promotion and purchase. Irene, who confesses to be not so proficient […]

From a traditional advertising perspective, the basic communication model is referred to as a _____ approach. a. “one-to-one” b. “many-to-one” c. “one-to-many” d. “many-to-many” e. “one-way-street” Which of the following types of evaluation do consumers use to evaluate alternatives across […]

Which of the following is true about behavioral influence decision-making perspective? a. Consumers are rational and they diligently gather information about purchases. b. Consumers compare various brands of products on salient attributes. c. Consumers’ behaviors are influenced by environmental forces. […]

Netnography applies ethnographic tools to study the behavior of online cultures and communities. The term evaluative criteria is used to refer to the product attributes that consumers consider when reviewing possible solutions to a problem. Answer: T Things that lower […]

When consumer misbehavior is the outcome of a deliberate decision-making process that weighs the risks and rewards of the behavior, it is referred to as opportunism. John dreams of gaining permanent membership in the Society for Scientists so that he […]

LOUIS VUITTON SCENARIO Carla purchased a Louis Vuitton Fantaisie handbag for $1,430 when she was in New York City last weekend. She had always fancied this brand but had never purchased anything of this brand before. In fact, many of […]

_____ refers to the purposeful allocation of information processing capacity toward developing an understanding of some stimulus. a. Reaction b. Comprehension c. Sensation d. Attention e. Retention As consumers get older, the value they receive from certain consumption activities often […]

Which of the following is true about the effects of the source of a message on consumer attitudes? a. Source likeability affects persuasion more for consumers with high need for cognition than for those with a low degree of this […]

Which of the following is a category of secondary stakeholders? a. Customers b. Managers c. Mass media d. Suppliers e. Regulating agencies The cognitive process in which active concepts frame thoughts and therefore affect both value and meaning is known […]

According to the elaboration likelihood model of persuasion, if a consumer is not involved with a message or lacks either the motivation or ability to process information, the _____ route to persuasion will be followed. a. central b. peripheral c. […]

When a cat learns to run to the kitchen for food every time it hears the sound of the electric can opener, instrumental conditioning has occurred. The consumer with relatively high emotional expressiveness is likely to react in some way […]

Which of the following types of ethical evaluations focuses on specific actions? a. Dysteleological evaluations b. Teleological evaluations c. Deontological evaluations d. Analogical evaluations e. Ideological evaluations AUTOMOBILE SCENARIO Consider a consumer who is contemplating a new automobile purchase. She […]

A fearful consumer tends to buy less and enjoy the experience less. Costs are the positive results of consumption. Answer: F Costs are the negative results of consumption. Price is information signaling how much potential value may be derived from […]