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Consumers higher in individualism are more likely to _____ when faced with poor
service performance.
A. complain
B. switch
C. engage in negative word-of-mouth
D. a and b
E. a, b, and c
Which of the following is considered an "Older" (i.e., > 64) stage of the household life
cycle?
A. Single II
B. Delayed full nest I
C. Single III
D. Single parent II
E. Empty nest I
Cindy is bothered about the amount of advertising her 10 year old daughter sees for
cosmetics and designer clothes that she feels are too suggestive in nature. Which is
Cindy's major area of concern regarding advertising to children?
A. the impact of commercial messages on children's values
B. the impact of commercial messages on children's health and safety
C. the impact of commercial messages on the economy
D. the impact of commercial messages on her children's cognitive development
E. the impact of commercial messages on her budget
The extent to which an individual includes important brands as part of their
self-concepts is known as (the) ___________.
A. acquisition effect
B. brand engagement
C. materialistic effect
D. endowment effect
E. evaluation effect
The tendency of an owner to evaluate an object more favorably than a nonowner is
called the _____.
A. personal bias effect
B. personal relevance effect
C. mere ownership effect
D. possessive effect
E. mere exposure effect
Which of the following is NOT a source of increased customer profitability over time?
A. increased sales volume
B. lower costs
C. referrals
D. increased churn
E. price premium
Which of the following can influence how family members interact in a purchase
decision?
A. culture or subculture in which the family exists
B. role specialization of different family members
C. degree of involvement each has in the product area of concern
D. personal characteristics of the family members
E. all of the above
In an attempt to alter consumers' cognitive component of their attitude toward Pepsi
brand of cola, a freshness date was added on the cans. Pepsi wanted consumers to
consider this attribute that was never a consideration before. Pepsi was using which
strategy to alter the cognitive structure of a consumer's attitude?
A. change beliefs
B. shift importance
C. add beliefs
D. change ideal
E. change feelings
Margaret wants to complain about an advertisement targeting children that she saw on a
program her children were watching. Which self-regulatory organization should she
contact?
A. Children's Advertising Review Unit (CARU)
B. National Advertising Review Board (NARB)
C. National Children's Advertising Division (NCAD)
D. National Children's Advertising Review Board (NCARB)
E. Federal Trade Commission (FTC)
After a very negative service encounter, Sam vents his emotions and seeks emotional
and problem-focused assistance from others. This is called?
A. dominance
B. helplessness
C. active coping
D. expressive support seeking
E. avoidance
Which of the following is NOT an example of an other-oriented value?
A. youth/age
B. extended/limited family
C. tradition/change
D. masculine/feminine
E. diversity/uniformity
