CHAPTER 3THE CONSUMER DECISION PROCESS

CHAPTER 3THE CONSUMER DECISION PROCESS

MULTIPLE CHOICE

1.The consumer decision process has seven major stages. Which of the following is not one of these stages?

a.

Need recognition

b.

Purchase

c.

Information processing

d.

Divestment

e.

All the above are stages in the consumer decision process.

ANS:C

2.What is the first stage of the consumer decision process?

a.

Internal search

d.

Purchase

b.

External search

e.

None of the above.

c.

Pre-Purchase Evaluation

ANS:E

3.Need recognition occurs when a person perceives a difference between the ____ and the ____ state of affairs.

a.

ideal; actual

d.

primary; secondary

b.

past; future

e.

None of the above.

c.

expected; obtained

ANS:A

4.Retrieving knowledge from memory is known as ____. Collecting information from peers, family, and the marketplace is known as ____.

a.

initial search; secondary search

b.

internal search; external search

c.

memory search; reference group search

d.

thinking; searching

e.

None of the above are correct.

ANS:B

5.Which of the following is not a component of the search stage in the consumer decision process model?

a.

Internal

d.

A and B

b.

External

e.

A, B, and C

c.

Prolonged

ANS:D

6.Search is determined by all the following except:

a.

Personality

d.

Past experiences

b.

Social class

e.

All of the above affect search.

c.

Income

ANS:E

7.Which of the following is not an example of a marketer-dominated source of information?

a.

Advertising

b.

Salespersons

c.

Infomercials

d.

Word-of-mouth communication

e.

All of these are examples of marketer-dominated sources of information.

ANS:D

8.Which of the following is an example of a nonmarketer-dominated source of information?

a.

Consumer Reports

b.

Infomercials

c.

Advertising

d.

Salespersons

e.

None of these are examples of a nonmarketer-dominated source of information.

ANS:A

9.Exposure, attention, comprehension, acceptance and retention are the steps involved in:

a.

search

d.

pre-purchase evaluation

b.

need recognition

e.

None of the above.

c.

information processing

ANS:C

10.Which of the following is not a stage of information processing?

a.

Attention

b.

Acceptance

c.

Comprehension

d.

Emotion

e.

All of these are stages in information processing.

ANS:D

11.At what stage during information processing is the message further analyzed against categories or meaning stored in memory?

a.

Retention

d.

Comprehension

b.

Attention

e.

Acceptance

c.

Exposure

ANS:D

12.The standards and specifications used to compare different products and brands are called:

a.

salient attributes

d.

decision factors

b.

determinant attributes

e.

None of the above.

c.

evaluative criteria

ANS:C

13.____ occurs when the product performs as good as consumers expected.

a.

Post-consumption evaluation

d.

Post-purchase regret

b.

Satisfaction

e.

Cognitive dissonance

c.

Dissatisfaction

ANS:B

14.____ occurs when product performance falls short of consumers' expectations.

a.

Post-consumption evaluation

d.

Post-purchase regret

b.

Satisfaction

e.

Cognitive dissonance

c.

Dissatisfaction

ANS:C

15.____ occurs when consumers second guess their purchase decisions.

a.

Post-consumption evaluation

d.

Post-purchase regret

b.

Satisfaction

e.

Cognitive dissonance

c.

Dissatisfaction

ANS:E

16.What stage follows search in the consumer decision process model?

a.

Need recognition

d.

Post-purchase evaluation

b.

Purchase

e.

Divestment

c.

Pre-purchase evaluation

ANS:C

17.The final stage in the consumer decision process model is

a.

Need recognition

d.

Post-purchase evaluation

b.

Search

e.

Divestment

c.

Pre-purchase evaluation

ANS:E

18.In the consumer decision process model, the ____ stage is where satisfaction with the product experience is determined.

a.

Need recognition

d.

Post-purchase evaluation

b.

Search

e.

Divestment

c.

Pre-purchase evaluation

ANS:D

19.The CDP model cannot be used to:

a.

identify relationships between variables that affect consumer decision making

b.

identify topics for additional research

c.

develop and implement marketing mix strategies

d.

A and B

e.

The CDP can be used to do all of the above.

ANS:E

20.Which of the following is an option to consumers in the divestment stage of the consumer decision process model?

a.

Disposal

d.

A and B

b.

Recycling

e.

A, B, and C

c.

Remarketing

ANS:E

21.Which of the following is not one of the categories identified in Chapter 3 that influences consumer decision making?

a.

Individual differences

b.

Psychological processes

c.

Physiological factors

d.

Environmental influences

e.

All of these categories were identified in Chapter 3.

ANS:C

22.Which of the following is not one of the individual differences discussed in Chapter 3?

a.

Demographics

b.

Social Class

c.

Motivation

d.

Knowledge

e.

All of these are individual differences discussed in Chapter 3.

ANS:B

23.According to Chapter 3, if you wish to understand and influence consumer behavior you must have a grasp of which psychological process?

a.

Learning

d.

A and B

b.

Information processing

e.

A, B, and C

c.

Attitude and behavior change

ANS:E

24.Which of the following is not one of the three primary consumer resources?

a.

Time

c.

Knowledge

b.

Money

d.

Information processing capabilities

ANS:C

25.____ is defined as information stored in memory.

a.

Motivation

d.

Value

b.

Knowledge

e.

Personality

c.

Attitude

ANS:B

26.____ is an overall evaluation of an alternative.

a.

Motivation

d.

Consumer resource

b.

Knowledge

e.

None of the above.

c.

Attitude

ANS:C

27.Which of the following is not one of the environmental influences discussed in Chapter 3?

a.

Attitudes

b.

Culture

c.

Family

d.

Personal influence

e.

All of these are environmental influences discussed in Chapter 3.

ANS:A

28.____ is used in the study of consumer behavior and refers to the values, ideas, artifacts and other symbols that help individuals communicate, interpret and evaluate as members of society.

a.

Culture

d.

Personal influence

b.

Social Class

e.

Situational influence

c.

Family

ANS:A

29.The most complex of the decision processes is:

a.

limited problem solving

d.

habitual decision making

b.

midrange problem solving

e.

None of the above.

c.

extended problem solving

ANS:C

30.Consider the consumer making a purchase decision in a particular product category for the very first time. In this situation, it would be impossible for the consumer to make the purchase decision using which of the following decision processes?

a.

limited problem solving

d.

habitual decision making

b.

midrange problem solving

e.

None of the above.

c.

extended problem solving

ANS:D

31.For repeat purchases, the two main forms of decision-making processes are ____ and ____.

a.

repeated problem solving; brand loyalty

b.

repeated problem solving; habitual decision making

c.

habitual decision making; brand loyalty

d.

LPS; EPS

e.

brand loyalty; brand disloyalty

ANS:B

32.Impulse buying is characterized by all the following except:

a.

a sudden desire

b.

onset of conflict and struggle

c.

minimal objective evaluation

d.

careful deliberation between alternatives

e.

lack of regard for consequences

ANS:D

33.Which of the following is likely to trigger an impulse purchase?

a.

product display

b.

newspaper inserts advertising weekly price specials

c.

point-of-sale promotion

d.

A and C

e.

A, B, and C

ANS:D

34.Which of the following factors influences the extent of the problem-solving process during consumer decision making?

a.

Degree of involvement

b.

Degree of differentiation between alternatives

c.

Amount of financial resources available

d.

A and B

e.

A, B, and C

ANS:D

35.____ is characterized by intensive search for information and complex evaluation while ____ represents less motivation to search for information and engage in alternative evaluation.

a.

LPS; MPS

d.

LPS; EPS

b.

MPS; EPS

e.

None of the above.

c.

EPS; LPS

ANS:C

36.Within the purchase stage, a consumers in-store choices may be influenced by:

a.

salespersons.

d.

B and C

b.

point-of-purchase advertising.

e.

A, B, and C

c.

product displays.

ANS:E

37.Which of the following factors influences personal involvement?

a.

Personal factors

d.

A and B

b.

Product factors

e.

A, B, and C

c.

Situational factors

ANS:D

CHAPTER 4PRE-PURCHASE PROCESSES: NEED RECOGNITION, SEARCH, AND EVALUATION

MULTIPLE CHOICE

1.Need recognition occurs when the consumer perceives a sufficient difference between the ____ and ____ state of affairs.

a.

actual; perceived

d.

ideal; desired

b.

desired; actual

e.

None of the above.

c.

previous; actual

ANS:B

2.Which of the following could not cause need activation?

a.

The passage of time.

b.

Changes within the family, such as the birth of a child.

c.

The purchase of a new product.

d.

All of the above could lead to need activation.

e.

None of the above could lead to need activation.

ANS:D

3.Businesses are able to encourage need recognition by:

a.

changing consumers desired states

b.

changing consumers perceptions of their actual states

c.

reminding consumers of their needs

d.

A and B

e.

A, B, and C

ANS:E

4.Suppose an orange grower association sponsored an advertising campaign that emphasized nutritional advantages of regularly consuming some form of orange juice. This campaign is attempting to elicit ____ need recognition by changing consumers' ____ states.

a.

selective; actual

d.

generic; desired

b.

selective; desired

e.

None of the above.

c.

generic; actual

ANS:D

5.____ search involves the retrieval of knowledge from memory, whereas ____ search consists of collecting information from the marketplace.

a.

Primary; secondary

d.

Subjective; objective

b.

Internal; external

e.

None of the above.

c.

Generic; selective

ANS:B

6.Consumers are most likely to rely on internal search when:

a.

they are first time buyers

b.

a long time has passed since the last time a purchase decision in the product category was made

c.

they are satisfied with the results of previous buying activities

d.

B and C

e.

A, B, and C

ANS:C

7.Mary Jane is quite satisfied with her most recent purchase of hair care items. For future purchases of that nature, she is most likely to rely on:

a.

internal search

d.

the advice of friends

b.

the generation of new needs

e.

the advice of her beautician

c.

external search

ANS:A

8.Ongoing search involves:

a.

acquisition of information on a regular basis.

b.

occasional bits of information casually acquired.

c.

the sudden urge to buy a previously unknown product.

d.

the careful consideration of a one-time purchase.

e.

None of the above.

ANS:A

9.The primary motivation behind pre-purchase search is to:

a.

make better product choices.

b.

break old and established purchase habits.

c.

habituate purchases which are made on a regular basis.

d.

reduce consumption to expediency.

e.

develop a consistent purchase pattern.

ANS:A

10.According to a funnel search strategy, consumers begin their Internet search by entering ____ into a search engine.

a.

a particular brand name

d.

All of the above.

b.

a generic term

e.

None of the above.

c.

a particular retailers name

ANS:B

11.Consumers are more likely to search when they:

a.

perceive the decision as high in risk.

b.

are satisfied with their prior choices in the product category.

c.

perceive the benefits of search to outweigh the costs of search.

d.

A and C

e.

A, B, and C

ANS:D

12.There is ____ relationship between consumer knowledge and search.

a.

a positive

d.

an inverted-U

b.

a negative

e.

None of the above.

c.

a U-shaped

ANS:D

13.As a rule of thumb, a company should:

a.

pay as much attention to the prices of its competitors as do consumers in its target market.

b.

pay less attention to the prices of its competitors than do consumers in its target market.

c.

pay attention to the prices of its competitors regardless of what consumers may do.

d.

ignore the prices of its competitors regardless of what consumers may do.

e.

always sell its product for less than the competition.

ANS:A

14.A recent survey of consumer search and brand choice yielded the following results:

Percentage Choosing

Amount of Search

Brand A

Competitors Brands

Minimal

40%

60%

Moderate

30%

70%

Extensive

20%

80%

Based on these results, brand A would:

a.

want to encourage consumer search.

b.

not want to encourage consumer search.

c.

conclude that the amount of search is unrelated to brand choice.

d.

Can't tell without more information.

ANS:B

15.The consideration set:

a.

consists of those alternatives considered during decision making.

b.

typically contains only a subset of the total number of alternatives available in the marketplace.

c.

is fairly stable in size across different consumers.

d.

A and B

e.

A, B, and C

ANS:D

16.The attraction effect suggests that the introduction of a/n ____ brand into the consideration set causes the other brands in the set to be evaluated ____.

a.

inferior; less favorably

d.

superior; more favorably

b.

inferior; more favorably

e.

There is no attraction effect.

c.

superior; less favorably

ANS:B

17.When recognition at the point-of-purchase determines the consideration set, a manufacturer's marketing strategy should emphasize:

a.

the product's price.

d.

brand name recall.

b.

the packaging of the product.

e.

None of the above.

c.

competitors' prices.

ANS:B

18.When evaluating choice alternatives, consumers may:

a.

rely on pre-existing evaluations.

b.

construct a new evaluation using a categorization process.

c.

construct a new evaluation using a piecemeal process.

d.

B and C

e.

A, B, and C

ANS:E

19.Product evaluations constructed through a categorization process are based on:

a.

association with a category.

b.

association with an endorser.

c.

piecemeal, attribute-by-attribute assessments.

d.

the attraction effect.

e.

comparisons against cutoffs.

ANS:A

20.Brand extensions should be most effective when:

a.

the core or parent brand is well liked.

b.

the product categories of the extension and core brand are similar.

c.

the product categories of the extension and core brand are dissimilar.

d.

A and B

e.

A and C

ANS:D

21.A ____ is a restriction or requirement for acceptable performance.

a.

standard

d.

cue

b.

cutoff

e.

decision rule

c.

signal

ANS:B

22.Which of the following could serve as a signal to consumers in making judgments about a product's quality?

a.

Price

d.

A and C

b.

Warranty

e.

A, B, and C

c.

Brand Name

ANS:E

23.Which of the following is not a noncompensatory strategy?

a.

Lexicographic

b.

Weighted additive

c.

Conjunctive

d.

Elimination by Aspects

e.

All of the above are compensatory rules.

ANS:B

24.According to this evaluation strategy, brands are initially compared on the most important attribute.

a.

Lexicographic

d.

Elimination by aspects

b.

Simple additive

e.

A and D

c.

Conjunctive

ANS:E

25.This evaluation strategy closely resembles the lexicographic decision rule except that it also involves the use of cutoffs.

a.

Simple additive

d.

Compensatory

b.

Conjunctive

e.

None of the above.

c.

Elimination by aspects

ANS:C

26.In this evaluation strategy, cutoffs are established for each salient attribute. Each brand is compared, one at a time against this set of cutoffs.

a.

Lexicographic

d.

Elimination by aspects

b.

Simple additive

e.

Compensatory

c.

Conjunctive

ANS:C

27.Under this evaluation strategy, a perceived weakness of one attribute may be offset or compensated for by a perceived strength of another attribute.

a.

Lexicographic

d.

Elimination by aspects

b.

Compensatory

e.

None of the above.

c.

Conjunctive

ANS:B

28.Under this evaluation strategy, the consumer simply counts or adds the number times each alternative is judged favorably in terms of the evaluative criteria. The alternative having the larger number of positive attributes is chosen.

a.

Lexicographic

d.

Simple additive

b.

Conjunctive

e.

Weighted additive

c.

Elimination by aspects

ANS:D

CHAPTER 5PURCHASE

MULTIPLE CHOICE

1.In the purchase decision process, consumers decide on many things. Which of the following is not one of these?

a.

Whether to buy

b.

When to buy

c.

Where to buy

d.

How much to consume

e.

All of the above are part of the decision process.

ANS:D

2.Chapter 5 discusses different types of purchase decisions. Which of the following is not one of these?

a.

Fully planned purchase

b.

Unplanned purchase

c.

Anticipated purchase

d.

Partially planned purchase

e.

All of the above are types of purchase decisions discussed in Chapter 5.

ANS:C

3.When consumers intend to buy the product but defer brand choice until shopping they are following a/an ____ process.

a.

fully planned purchase

d.

partially planned purchase

b.

unplanned purchase

e.

None of the above.

c.

anticipated purchase

ANS:D

4.Both the product and brand are chosen in advance of entering the store when consumers follow a/an ____ process.

a.

fully planned purchase

d.

partially planned purchase

b.

unplanned purchase

e.

None of the above.

c.

anticipated purchase

ANS:A

5.Creating a database of names for developing continuous communications and relations with the consumer is a process called:

a.

purchase modification

d.

Internet communication

b.

telephone solicitation

e.

None of the above.

c.

data-based marketing

ANS:C

6.Which of the following is not a personal motive for people to shop?

a.

Role playing

b.

Physical activity

c.

Diversion

d.

Peer group interaction

e.

All of these are personal shopping activities.

ANS:D

7.The purchase decision process involves deciding on:

a.

which type of retail concept

d.

B and C

b.

which type of store

e.

A, B, and C

c.

which specific retailer to patronize

ANS:E

8.Consumers' overall perception of a store is referred to as:

a.

store cognition

d.

store image

b.

store atmospherics

e.

None of the above.

c.

store stature

ANS:D

9.Which of the following are criteria consumers might use for evaluating retailers?

a.

Location

d.

A and B

b.

Price

e.

A, B, and C

c.

Store atmosphere

ANS:E

10.Which one of the following is not discussed in Chapter 5 as an important determinant of store choice?

a.

Nature of store clientele

b.

Store heritage

c.

Sales personnel

d.

Location

e.

All of these are discussed in Chapter 5 as determinants of store choice.

ANS:B

11.Which of the following stores is not a category killer?

a.

Home Depot

b.

Virgin Megastore

c.

Best Buy

d.

LensCrafters

e.

All of the above are category killers.

ANS:E

12.Department stores typically have:

a.

slower inventory turns

d.

smaller inventory losses

b.

lower operating expenses

e.

None of the above.

c.

higher sales per square foot

ANS:A

13.The importance of price as a determinant of store patronage:

a.

is not recognized by most retailers

d.

B and C

b.

varies by type of product

e.

A, B, and C

c.

depends on nature of buyer

ANS:D

14.____ advertising uses visual components and words to help consumers form an expectation about what they will experience in the store.

a.

Image

d.

Experience

b.

Information

e.

None of the above.

c.

Promotion

ANS:A

15.____ advertising provides details about products, prices, store locations, and other attributes that might influence purchase decisions.

a.

Image

d.

Experience

b.

Information

e.

None of the above.

c.

Promotion

ANS:B

16.A salespersons effectiveness does not depend on her/his:

a.

product expertise

b.

trustworthiness

c.

personality

d.

customer knowledge

e.

A salespersons effectiveness depends on all of the above.

ANS:E

17.____ are the physical properties of the retail environment designed to create an effect on consumer purchases.

a.

Store atmospherics

d.

Store features

b.

Store interiors

e.

None of the above.

c.

Store attributes

ANS:A

18.Which of the following properties of music have studies shown to influence purchase?

a.

The volume at which is played

d.

A and B

b.

The type of music played

e.

A, B, and C

c.

The speed at which it is played

ANS:E

19.Research indicates that ____ music increases both shopping time and expenditures in grocery stores compared with ____ music.

a.

fast-tempo; slow-tempo

d.

classical; techno

b.

slow-tempo; fast-tempo

e.

None of the above.

c.

techno; classical

ANS:B

20.____ displays and signs can increase the odds of capturing consumers' attention, thereby stimulating purchase and increasing sales.

a.

Point of printing

d.

Point of prompt

b.

Point of purchase

e.

None of the above.

c.

Point of product

ANS:B

21.The speed and ease with which consumers move through the retail and shopping process is called:

a.

customer flow

d.

consumer logistics

b.

transaction speed

e.

None of the above.

c.

customer turnover

ANS:D

22.Which of the following items is not one of the stages of consumer logistics?

a.

Checkout

d.

Preparation to shop.

b.

Arriving at the store.

e.

None of the above.

c.

Movement through the store.

ANS:E

23.Shopping malls used to be visited by many consumers. That has changed, however. What has caused consumers to spend less time visiting malls?

a.

Diminished leisure time

d.

Concerns about security

b.

Traffic congestion

e.

All of the above.

c.

Internet shopping

ANS:E

24.Which of the following retailing formats is not an alternative for a marketer to implement multichannel retailing?

a.

Direct selling

b.

Internet retailing

c.

Direct marketing

d.

Location-based retailing

e.

All of the above are alternatives to multichannel retailing.

ANS:E

25.Which of the following is not a discount/mass retailer?

a.

Wal*Mart

b.

Kmart

c.

Target

d.

Best Buy

e.

All of these are discount/mass retailers.

ANS:D

26.Marketers that utilize strategies to reach consumers somewhere other than a store are practicing:

a.

mass advertising.

d.

A and B

b.

direct marketing.

e.

A, B, and C

c.

indirect marketing.

ANS:B

27.Direct marketing includes:

a.

direct selling.

d.

B and C

b.

interactive electronic media.

e.

A, B, and C

c.

telemarketing.

ANS:E

28.How consumers allocate their time depends on their ____.

a.

Leisure time

d.

Timestyles

b.

Discretionary time

e.

None of the above.

c.

Nondiscretionary time

ANS:D

29.A traditional view of consumer time budgets includes:

a.

work

d.

A and B

b.

leisure

e.

A, B, and C

c.

nondiscretionary time

ANS:D

30.A contemporary view of consumer time budgets includes:

a.

work

d.

A and B

b.

leisure

e.

A, B and C

c.

nondiscretionary time

ANS:E

31.Nondiscretionary time includes:

a.

physical obligations.

d.

A and B

b.

social obligations.

e.

A, B and C

c.

moral obligations.

ANS:E

32.Consumers expend time during the ____ stage of decision-making.

a.

pre-purchase

d.

A and B

b.

purchase

e.

A, B, and C

c.

post-purchase

ANS:E

33.Which of the following is not an example of polychronic time usage?

a.

Listening to a podcast while exercising at the gym.

b.

Eating dinner and watching television

c.

Working a laptop computer while traveling on a train.

d.

All of these are examples of polychronic time usage.

e.

None of the above are examples of polychronic time usage.

ANS:D

34.The mental capacity available for undertaking various information-processing activities is known as:

a.

brain capacity

d.

intellectual resources

b.

intensity

e.

None of the above.

c.

cognitive resources

ANS:C

35.The danger of exceeding consumers' cognitive capacity is that they will:

a.

become more price sensitive.

d.

experience information overload.

b.

only buy national brands.

e.

None of the above.

c.

postpone the purchase process.

ANS:D

36.____ refers to the amount of mental capacity focused in a particular direction.

a.

Direction

d.

Cognition

b.

Attention

e.

None of the above.

c.

Intensity

ANS:C

37.What does IMC stand for?

a.

Inter-Market Communication

b.

International Market Communications

c.

Integrated Marketing Communications

d.

Integrated Marketing Consumption

e.

Integrated Management Communications

ANS:C

38.Which of the following factors does not influence shopping decisions in the purchase stage of the CDP?

a.

Store ambience and cleanliness

b.

Level of service

c.

Overall retail experience

d.

Logistics

e.

All of the above influence shopping decisions.

ANS:E

39.According to Chapter 5, in the choice process involving retailers, consideration of ____ usually precedes ____.

a.

which type of store; which specific retailer to patronize

b.

which specific retailer to patronize; type of retailer concept

c.

which type of store; type of retail concept

d.

type of retail concept; which specific retailer to patronize

e.

type of retail concept; which type of store

ANS:E

40.Which of the following are included in the marketing focus of retailers?

a.

communicating with segments through computerized databases

b.

special hours and services for preferred customers

c.

loyalty programs and CRM programs

d.

All of the above.

e.

None of the above.

ANS:D

CHAPTER 6POST-PURCHASE PROCESSES: CONSUMPTION AND POST-CONSUMPTION EVALUATIONS

MULTIPLE CHOICE

1.Which of the following is a way for businesses to sell more of their product?

a.

Sell to more people

b.

Get people to use more of the product per consumption occasion

c.

Increasing the number of times consumption occurs

d.

A and B

e.

A, B, and C

ANS:E

2.User and nonuser are terms used to distinguish between:

a.

those who purchase one company's product and those who buy from its competition

b.

those who consume the product and those who do not

c.

ordinary consumption and extraordinary consumption

d.

those who know the product and those that do not

e.

None of the above.

ANS:B

3.The time of the day at which usage occurs is another component of understanding:

a.

where consumption occurs

d.

how much consumption occurs

b.

how consumption occurs

e.

All of the above.

c.

when consumption occurs

ANS:C

4.Which type of usage expansion advertising is most effective?

a.

Advertising that links the product to a new usage situation.

b.

Advertising that compares the product to another product that is typically consumed in the new usage situation.

c.

Advertising that compares the products consumption in the new situation to its consumption in another usage situation commonly associated with the product.

d.

All of these types of usage expansion advertising are equally effective.

ANS:C

5.Suppose parents wants to decrease the amount of soda their children consume when they pour the soda from 2 liter bottles. Assuming each type the same amount, which type of glasses should the parents make available?

a.

Short, wide glasses.

d.

Colored glasses.

b.

Tall, slender glasses.

e.

None of the above.

c.

Clear glasses.

ANS:B

6.Usage volume segmentation typically divides users into:

a.

heavy versus moderate versus light users

b.

users versus nonusers

c.

frequent versus occasional users

d.

maximum versus minimum users

e.

None of the above.

ANS:A

7.Heavy users are those exhibiting:

a.

little brand loyalty

b.

lower levels of product satisfaction

c.

high levels of switching behavior

d.

the highest level of product consumption

e.

None of the above.

ANS:D

8.Which usage volume segment has the greatest CLV?

a.

Light users

b.

Moderate users

c.

Heavy users

d.

All segments are equal in their CLV.

ANS:C

9.Consider the situation in which children at a birthday party are allowed to decide how many jelly beans they wish to eat from a serving tray. Children would be most likely to eat the greatest number of jelly beans when the serving tray contains:

a.

two flavors of jelly beans mixed together.

b.

two flavors of jelly beans separated by flavor.

c.

four flavors of jelly beans mixed together.

d.

four flavors of jelly beans separated by flavor.

e.

Cant tell without more information.

ANS:C

10.Which of the following may affect the amount of product that is consumed per consumption occasion?

a.

How much of the product the consumer has available (i.e., is stockpiled).

b.

The amount of product variety.

c.

The size of the product package.

d.

A and C

e.

A, B, and C

ANS:E

11.Which feelings are a clear indication of a problem with the consumption experience?

a.

Disappointment

d.

A and C

b.

Surprise

e.

A, B, and C

c.

Regret

ANS:D

12.A consumption experience can provide:

a.

positive reinforcement

d.

A and C

b.

negative reinforcement

e.

A, B, and C

c.

punishment

ANS:E

13.A consumer that uses eye drops to relieve his burning eyes is expecting to receive:

a.

positive reinforcement

c.

punishment

b.

negative reinforcement

d.

None of the above.

ANS:B

14.Punishment occurs when:

a.

consumers enjoy buying products

b.

there is negative reinforcement

c.

consumption leads to negative outcomes

d.

B and C

e.

A, B, and C

ANS:C

15.In a classic study illustrating how expectation may color the interpretation of the consumption experience, when the consumed brands were ____, consumers ____ differentiate between the brands. But when the consumed brands were ____, consumers ____ differentiate between the brands.

a.

labeled; did; unlabeled; did not

d.

expensive; did; inexpensive; did not

b.

labeled; did not; unlabeled; did

e.

None of the above.

c.

expensive; did not; inexpensive; did

ANS:A

16.Consumption norms represent:

a.

formal rules that govern consumption behavior

b.

informal rules that govern consumption behavior

c.

consumer experiences

d.

A and C

e.

B and C

ANS:B

17.Giving a corsage to one's prom date is an example of:

a.

conspicuous consumption

d.

mandated consumption

b.

consumption norms

e.

None of the above.

c.

compulsive consumption

ANS:B

18.____ is defined as a response to an uncontrollable drive or desire to obtain, use, or experience a feeling, substance, or activity that leads an individual to repetitively engage in a behavior that will ultimately cause harm to the individual and possibly others.

a.

Dysfunctional consumer behavior

d.

Ethnographic consumption

b.

A bad habit

e.

None of the above.

c.

Compulsive consumption

ANS:C

19.Which of the following is not a type of compulsive consumption discussed in Chapter 6?

a.

Compulsive depletion

b.

Compulsive shopping

c.

Compulsive using

d.

Compulsive possession

e.

All of the above are a type of compulsive consumption discussed in Chapter 6.

ANS:E

20.Which of the following is not one of the ethnographic techniques used by the IDEO design firm?

a.

Shadowing

b.

Consumer journey

c.

Behavioral mapping

d.

Camera journal

e.

All of the above are ethnographic techniques used by IDEO.

ANS:E

21.When interpreting customers satisfaction scores for a particular company, it is important to:

a.

remember that customer satisfaction is only weakly related to repurchase behavior.

b.

examine how these satisfaction scores have changed over time.

c.

consider how these satisfaction scores compare with those reported by competitors customers.

d.

B and C

e.

A, B, and C

ANS:D

22.Which of the following is incorrect?

a.

Customer satisfaction influences repeat buying.

b.

Customer satisfaction shapes word-of-mouth communication.

c.

Customer satisfaction influences consumers price sensitivity.

d.

Understanding post-consumption evaluations carries important implications for competitive strategy.

e.

None of the above are incorrect.

ANS:E

23.Blogs are:

a.

groups of dissatisfied consumers that ban together over the Internet to generate negative word-of-mouse communication

b.

reoccurring problems that prevent a product from delivering a positive consumption experience

c.

Internet search engines available only to subscribers

d.

websites that contain an online personal journal with reflections, comments, and often hyperlinks provided by the writer

e.

None of the above.

ANS:D

24.The net promoter index is calculated by taking the difference between the proportion of a companys customers labeled as:

a.

satisfied and dissatisfied

d.

supporters and resistors

b.

promoters and detractors

e.

None of the above.

c.

lions and mice

ANS:B

25.Consumers may not feel the need to complain when they:

a.

are only mildly dissatisfied.

b.

do not believe its worth their time and effort.

c.

do not hold the product directly responsible for their dissatisfaction.

d.

B and C

e.

A, B, and C

ANS:E

26.According to the worldwide survey reported in Chapter 6, which brand has the greatest number of active brand advocates?

a.

Rolex

d.

McDonalds

b.

Nike

e.

Mercedes

c.

Cheerios

ANS:E

27.Satisfaction depends on:

a.

consumers' perceptions of the product's performance during consumption

b.

consumers' expectations of how the product will perform

c.

the feelings experienced during consumption

d.

A and B

e.

A, B, and C

ANS:E

28.According to the expectancy disconfirmation model, satisfaction depends on:

a.

consumption experiences

b.

understanding competitor's customers

c.

a comparison of pre-purchase expectations to actual outcomes

d.

reinforcing the attitudes of current customers

e.

All of the above.

ANS:C

29.According to the expectancy disconfirmation model, which of the following is not a possible outcome?

a.

Confirmation

b.

Rejection

c.

Negative disconfirmation

d.

Positive disconfirmation

e.

All of the above are possible outcomes according to this model.

ANS:B

30.When a products performance exceeds consumers expectations, then ____ is said to occur.

a.

Confirmation

d.

Positive disconfirmation

b.

Rejection

e.

None of the above.

c.

Negative disconfirmation

ANS:D

31.The problem with setting consumers expectations as high as possible is that:

a.

it increases the chances of customers being dissatisfied

b.

customers end up being spoiled

c.

it increases customers price sensitivity

d.

All of the above.

e.

None of the above. In fact, there is no problem with setting consumers expectations as high as possible.

ANS:A

32.Consumers expectations about a product can be affected by the products:

a.

advertising

d.

All of the above.

b.

packaging

e.

None of the above.

c.

price

ANS:D

CHAPTER 8CONSUMER MOTIVATION

MULTIPLE CHOICE

1.Which of the following is not a type of consumer need discussed in Chapter 8?

a.

Physiological needs

b.

Safety and health needs

c.

The need for variety

d.

The need to possess

e.

All of these are consumer needs discussed in Chapter 8.

ANS:E

2.What is the most fundamental type of consumer need?

a.

Safety needs

d.

Need for love

b.

Health needs

e.

Need for financial resources

c.

Physiological needs

ANS:C

3.Physiological needs involve:

a.

eating and drinking

d.

A and B

b.

sleeping

e.

A, B, and C

c.

having a secure job

ANS:D

4.The need to maintain or improve our health is the foundation underlying consumer demand for:

a.

hospitals

d.

All of the above.

b.

vitamins

e.

None of the above.

c.

exercise clubs

ANS:D

5.____ is the term used to represent online scams in which crooks pose as representatives of banks or companies sending e-mails soliciting credit card and other personal information from consumers.

a.

Fraud

d.

Impostor scamming

b.

Phishing

e.

None of the above.

c.

Identity theft

ANS:B

6.Which of these products are used as symbols of love and caring?

a.

flowers

d.

greeting cards

b.

garbage bags

e.

A and D

c.

oil

ANS:E

7.What is the most popular pet in America?

a.

dogs

d.

birds

b.

cats

e.

None of the above.

c.

fish

ANS:B

8.____ is the tool that most people use for satisfying most of their needs.

a.

Food

d.

Medicine

b.

Love

e.

Power

c.

Money

ANS:C

9.Which of the following is part of the underinsuranceproblem in America as described in Chapter 8?

a.

Americans put too much emphasis on health insurance at the expense of life insurance.

b.

Many Americans with a full-time job and at least one dependent do not have any life insurance.

c.

Many Americans with life insurance do not have enough coverage.

d.

B and C

e.

A, B, and C

ANS:D

10.A person's social image depends in part on:

a.

where the person lives.

d.

All of the above.

b.

what the person buys.

e.

None of the above.

c.

what the person consumes.

ANS:D

11.Conspicuous consumption is motivated primarily by:

a.

the need to possess.

d.

the need for information.

b.

social image needs.

e.

the need for security.

c.

the need to give.

ANS:B

12.According to one ad for Marlboro cigarettes, "You can tell a lot about a man by his brand." This ad is appealing to consumers':

a.

the need to possess.

d.

need for variety.

b.

social image needs.

e.

None of the above.

c.

love and companionship needs.

ANS:B

13.A coffee ad that shows consumers being in a good mood after product consumption is appealing to their:

a.

physiological needs.

d.

need for pleasure

b.

need for love and companionship.

e.

None of the above.

c.

need for variety.

ANS:D

14.The entertainment industry is built on consumers' need for:

a.

love

d.

safety

b.

pleasure

e.

social image

c.

financial resources

ANS:B

15.The ____ is a hallmark characteristic of our consumer society.

a.

need for pleasure

d.

need for variety

b.

need to give

e.

need to possess

c.

need for information

ANS:E

16.The need to possess is:

a.

not really a need.

b.

the driving force behind conspicuous consumption.

c.

a growing need.

d.

not very important.

e.

A and D

ANS:C

17.One reason why the US Mints statehood quarter series has been so successful is because of consumers:

a.

need to possess

d.

safety needs

b.

need for financial security

e.

None of the above.

c.

need for variety

ANS:A

18.A consumer's self-concept:

a.

represents her or his impressions of the type of person she or he is.

b.

may depend, at least in part, on her or his possessions.

c.

does not depend on her or his possessions.

d.

A and B

e.

A and C

ANS:D

19.Impulse buying occurs when:

a.

consumers unexpectedly experience a sudden urge to buy something immediately.

b.

consumers carefully deliberate over the purchase decision.

c.

the consumer is not motivated by the need to possess.

d.

A and C

e.

B and C

ANS:A

20.Self-gifts are:

a.

things that we think someone else should give us.

b.

things we buy or do as a way of rewarding ourselves.

c.

gifts that we make and give to someone we love.

d.

always the result of impulse buying.

e.

B and D.

ANS:B

21.A French consumer explains that she enjoys eating at McDonalds because, Its good to get something that tastes completely different. This consumer is motivated by her:

a.

social image needs

d.

health needs

b.

need to possess

e.

None of the above.

c.

need for variety

ANS:C

22.Motivational conflict can take the form of:

a.

approach-approach

d.

A and B

b.

avoidance-avoidance

e.

A, B, and C

c.

approach-avoidance

ANS:E

23.For smokers, cigarette consumption is an example of ____ motivational conflict.

a.

approach-approach

d.

unavoidable

b.

avoidance-avoidance

e.

avoidable

c.

approach-avoidance

ANS:C

24.According to Maslow's need hierarchy:

a.

all needs are of equal importance.

b.

some needs take precedence over other needs.

c.

physiological needs are the most basic in the need hierarchy.

d.

B and C

e.

None of the above.

ANS:D

25.Maslow's need hierarchy is a useful concept because:

a.

it reminds us that people attach different priorities to their needs.

b.

it provides a definitive specification of the priorities attached by consumers to their needs.

c.

it shows how need priorities may change across different situations.

d.

A and B

e.

A, B, and C

ANS:A

26.____ segmentation involves dividing consumers into different market segments based on the benefits they seek (i.e., the needs they want fulfilled) from product purchase and consumption.

a.

Product

d.

Motivational

b.

Need

e.

None of the above.

c.

Benefit

ANS:C

27.____ is how strongly consumers are motivated to satisfy a particular need.

a.

Need arousal

d.

Motivational intensity

b.

Motivation activation

e.

None of the above.

c.

Need strength

ANS:D

28.Understanding consumer motivation is challenging because:

a.

people may not be willing to tell the real reasons behind their actions.

b.

people may be unaware of what really motivates their behavior.

c.

motivations can change from over time.

d.

A and C

e.

A, B, and C

ANS:E

29.____ is when people are unaware of what really motivates their behavior.

a.

Suppressed motivation

d.

Unconscious motivation

b.

Hidden motivation

e.

None of the above.

c.

Distortion

ANS:D

30.Which of the following is not discussed in Chapter 8 as a way companies can motivate consumers?

a.

Providing purchase incentives

b.

Implementing a loyalty program

c.

Enhancing the perceived risk of product purchase and consumption

d.

Arousing consumers' curiosity

e.

All of these are discussed in Chapter 8 as a way of motivating consumers.

ANS:E

31.Motivating consumers by reducing a products price can be a problem because:

a.

although sales may increase, profits may not

b.

it tends to attract less loyal consumers

c.

it can enhance the price sensitivity of both loyal and nonloyal consumers

d.

A and B

e.

A, B, and C

ANS:E

32.McDonalds offering a free toy in its Happy Meals for children is an example of:

a.

free samples

d.

product inducements

b.

product premiums

e.

None of the above.

c.

product specials

ANS:B

33.According to the value-discounting hypothesis:

a.

products offered at a price reduction will be valued less

b.

advertising that portrays the competition in a negative light will be valued less

c.

products offered as a free premium will be valued less

d.

A and C

e.

A, B, and C

ANS:C

34.Unlike other approaches for motivating consumers, a unique advantage of loyalty programs is that:

a.

they are less expensive

b.

they are much more effective at customer recruitment

c.

they can provide the type of data needed for estimating customers lifetime value (CLV)

d.

All of the above.

e.

Nine of the above.

ANS:C

MULTIPLE CHOICE

1.Global evaluative judgments are known as:

a.

attitudes

d.

intentions

b.

feelings

e.

None of the above.

c.

beliefs

ANS:A

2.Subjective judgments by people about how they will behave in the future are known as:

a.

attitudes

d.

intentions

b.

feelings

e.

None of the above.

c.

beliefs

ANS:D

3.Attitudes are determined by:

a.

intentions

d.

B and C

b.

feelings

e.

A, B, and C

c.

beliefs

ANS:D

4.Which of the following is not a type of belief discussed in Chapter 10?

a.

Expectations

b.

Beliefs about a brands distinctiveness

c.

Immunized beliefs

d.

Inferential beliefs

e.

All of the above are discussed in Chapter 10.

ANS:C

5.Which of the following statements about consumer confusion is incorrect?

a.

Confusion can arise when consumers dont know what to believe.

b.

Confusion arises only when consumers are uncertain about what to believe, not when they believe something thats incorrect.

c.

Confusion can arise because of conflicting information.

d.

Confusion can cause consumers to defer product purchase indefinitely.

e.

None of the above is incorrect.

ANS:B

6.Which of the following statements about mood states is correct?

a.

Consumers will evaluate a product more favorably when they are in a good mood.

b.

Retailers can enhance the desirability of their products by configuring their shopping environments to evoke favorable moods.

c.

Mood states are far richer in nature than simply whether they are good or bad.

d.

A and B

e.

A, B, and C

ANS:E

7.According to the PAD conceptualization, what are the three primary types of emotional response evoked by environments?

a.

Pleasure, arousal, and dominance

b.

Pursuit, affect, and determination

c.

Purpose, acceptance, and detachment

d.

Pleasure, affect, and desire

e.

None of the above.

ANS:A

8.Retailers that create environments that make shoppers feel good are rewarded by shoppers:

a.

staying longer in the store

d.

B and C

b.

buying more items

e.

A, B, and C

c.

spending more money

ANS:E

9.Which of the following statements about feelings during product consumption are incorrect?

a.

The feelings experienced during product consumption will influence consumers post-consumption evaluations.

b.

One approach for enhancing a products desirability is to emphasize the positive feelings consumers will experience during product consumption.

c.

Another approach for enhancing a products desirability is to emphasize how consumption will not lead to negative feelings.

d.

The existence of strong feelings during product consumption will accentuate the influence of consumers pre-consumption mood on their post-consumption evaluations.

e.

None of the above are incorrect.

ANS:D

10.Which of the following is not part of the Harris Interactive EquiTrend system for evaluating brand equity?

a.

Product familiarity

b.

Product preference

c.

Perceived product quality

d.

Purchase intent

e.

All of the above are part of this system.

ANS:B

11.Which product received the highest score in the Harris Interactive EquiTrend ratings of brand equity in 2004?

a.

Duracell batteries

d.

Keebler cookies

b.

Minute Maid orange juice

e.

None of the above.

c.

Reynolds Wrap aluminum foil

ANS:C

12.Which retailer received the highest score in the Harris Interactive EquiTrend ratings of brand equity in 2004?

a.

Sears

d.

The Limited

b.

Wal-Mart

e.

None of the above.

c.

RadioShack

ANS:B

13.Attitude ____ is the degree to which an attitude is immune to change.

a.

strength

d.

flexibility

b.

extremity

e.

None of the above.

c.

resistance

ANS:C

14.Attitude confidence can affect:

a.

the strength of the relationship between attitudes and behavior.

b.

an attitudes susceptibility to change.

c.

an attitudes accessibility.

d.

A and B

e.

A, B, and C

ANS:D

15.Which of the following is not a type of attitude discussed in Chapter 10?

a.

Attitude toward the object

b.

Attitude toward the ad

c.

Attitude toward the behavior

d.

Preferences

e.

All of the above are types of attitude discussed in Chapter 10.

ANS:E

16.Which of the following has been shown repeatedly to be a significant determinant of the product attitudes held after viewing an advertisement?

a.

Attitude toward the competition.

b.

Attitude toward the buying situation.

c.

Attitude toward the ad.

d.

Attitude toward the TV network.

e.

Attitude toward media.

ANS:B

17.A company is interested in understanding whether you like its product or its competitor's product best. In this case, the company should measure consumers':

a.

purchase intentions.

d.

product preferences.

b.

consumption intentions.

e.

None of the above.

c.

product attitudes.

ANS:D

18.Which of the following represents an evaluation of performing a particular behavior involving the attitude object, such as buying a product?

a.

Ab

d.

Attaction

b.

Ao

e.

None of the above.

c.

Aad

ANS:A

19.According to Fishbein's multiattribute attitude model, attitudes toward an existing product depend on:

a.

beliefs about the existing product's attributes.

b.

beliefs about the attributes of the ideal product.

c.

evaluations of the attributes.

d.

A and C

e.

A, B, and C

ANS:D

20.In the Fishbein multiattribute attitude model, ei represents:

a.

the expectation of whether the object has attribute i

b.

the economic value of attribute i

c.

the evaluation of attribute i

d.

the expected value of attribute i

e.

None of the above.

ANS:C

21.The results of your survey show that "bitter taste" receives a score of -3 on Fishbein's evaluative measure. In this case, you would conclude that:

a.

bitter taste is a bad attribute to have.

b.

bitter taste is a good attribute to have.

c.

the product is unlikely to have a bitter taste.

d.

A and C

e.

B and C

ANS:A

22.Suppose that consumers assign a -3 rating to "very low price" on Fishbein's evaluative measure. In this case, you should conclude that:

a.

price is unimportant.

b.

the product should not have a very low price.

c.

the product should have a very high price.

d.

B and C

e.

Can't tell without information.

ANS:B

Assume you have used the Fishbein multiattribute model for analyzing three existing soft drink brands, A, B, and C, with the following results:

Brand Beliefs

Attribute

Evaluation

A

B

C

Low price

+2

-1

+2

+3

Sweet taste

+3

+3

-3

+3

High in calories

-3

-1

-1

-1

Low carbonation

-1

+3

-1

-2

23.What is the total attitude score for brand A?

a.

+1

d.

+8

b.

+6

e.

None of the above.

c.

+7

ANS:C

24.Which brand has the highest attitude score?

a.

Brand A

d.

All brands have equal scores.

b.

Brand B

e.

Can't tell without more information.

c.

Brand C

ANS:C

25.The results indicate that high calories are viewed as:

a.

an unimportant attribute.

d.

a nonsalient attribute.

b.

an undesirable attribute.

e.

None of the above.

c.

a desirable attribute.

ANS:B

26.Which brand performs the best on the price attribute?

a.

Brand A

d.

All brands perform equally.

b.

Brand B

e.

Can't tell without more information.

c.

Brand C

ANS:C

27.Which brand performs best on the carbonation attribute?

a.

Brand A

d.

All brands perform equally.

b.

Brand B

e.

Can't tell without more information.

c.

Brand C

ANS:C

28.Which attribute adds the most to attitude toward brand A?

a.

Price

d.

Carbonation

b.

Taste

e.

Can't tell without more information.

c.

Calories

ANS:B

29.Which attribute detracts the most from attitude toward brand A?

a.

Price

d.

Carbonation

b.

Taste

e.

Can't tell without more information.

c.

Calories

ANS:C

30.How many belief changes exist for improving attitude toward brand A?

a.

1

d.

4

b.

2

e.

Can't tell without more information.

c.

3

ANS:C

31.How many evaluation changes exist for improving attitude toward brand A?

a.

1

d.

4

b.

2

e.

Can't tell without more information.

c.

3

ANS:B

32.According to the Fishbein multiattribute attitude model, changing a belief from -3 to +3 will result in:

a.

a more favorable attitude.

d.

A or C

b.

a less favorable attitude.

e.

Can't tell without more information.

c.

no attitude change.

ANS:E

33.In the ideal-point multiattribute attitude model, Xi represents:

a.

the number of salient attributes.

b.

the belief about the product's actual performance on attribute i.

c.

the importance of attribute i.

d.

the ideal performance on attribute i.

e.

None of the above.

ANS:B

34.Unlike the Fishbein model, the ideal-point multiattribute model provides information concerning consumers' points of view regarding:

a.

an ideal brand.

d.

All of the above.

b.

existing brands.

e.

None of the above.

c.

attribute evaluations.

ANS:A

35.Consider the following results based on an ideal-point multiattribute attitude model for a single brand:

Ideal

Brand

Attribute

Importance

Point

Belief

Quenches Thirst

7

7

4

Price

5

4

3

Carbonation

4

4

3

What is the total multiattribute score for this brand based on the ideal-point model?

a.

5

d.

33

b.

11

e.

55

c.

30

ANS:C

36.In the ____ multiattribute attitude model, the lower the score, the more favorable the attitude.

a.

Fishbein

d.

ideal-point

b.

zero-sum

e.

None of the above.

c.

adequacy-importance

ANS:D

37.A multiattribute analysis can provide important information for:

a.

some types of segmentation.

b.

developing attitude change strategies.

c.

new product development.

d.

A and B

e.

A, B, and C

ANS:E

38.The Simultaneous Importance-Performance Grid should include categories representing:

a.

product attribute importance.

b.

the attribute performance of the companys product.

c.

the attribute performance of the competitors product.

d.

B and C

e.

A, B, and C

ANS:E

39.From a multiattribute model perspective, which of the following are ways to change consumers' attitudes toward a brand?

a.

Change beliefs about the brand's attributes.

b.

Change the importance attached to attributes.

c.

Changing preferences about what the ideal brand would look like on the attributes.

d.

A and B

e.

A, B, and C

ANS:E

40.Which of the following is not a type of intention discussed in Chapter 10?

a.

Purchase intentions

b.

Repurchase intentions

c.

Search intentions

d.

Consideration intentions

e.

All of the above are discussed in Chapter 10.

ANS:D

41.Suppose a company is interested in predicting whether consumers will purchase its new product that will soon be introduced to the market. Which type of intention should be measured?

a.

Purchase intentions

d.

Spending intentions

b.

Repurchase intentions

e.

Consumption intentions

c.

Shopping intentions

ANS:A

42.Suppose a company is interested in predicting whether its current customers will buy its product again. Which type of intention should be measured?

a.

Purchase intentions

d.

Spending intentions

b.

Repurchase intentions

e.

Consumption intentions

c.

Shopping intentions

ANS:B

43.Suppose a grocery store is interested in predicting where consumers will go the next time they need to buy groceries. Which type of intention should be measured?

a.

Purchase intentions

d.

Spending intentions

b.

Repurchase intentions

e.

Consumption intentions

c.

Shopping intentions

ANS:C

44.Suppose a market research firm is interested in predicting how much money consumers plan to spend during Christmas. Which type of intention should be measured?

a.

Purchase intentions

d.

Spending intentions

b.

Repurchase intentions

e.

Consumption intentions

c.

Shopping intentions

ANS:D

45.Suppose a television network is interested in predicting how many people will watch its new television series. Which type of intention should be measured?

a.

Purchase intentions

d.

Spending intentions

b.

Repurchase intentions

e.

Consumption intentions

c.

Shopping intentions

ANS:E

46.Intentions may not predict behavior because:

a.

intentions can change due to unforeseen circumstances.

b.

people never carry out their intentions.

c.

behavior is never under volitional control.

d.

A and C

e.

A, B, and C

ANS:A

47.Which of the following does not affect intentions' predictive accuracy?

a.

Unanticipated circumstances.

b.

Whether the intention measure corresponds to the to-be-predicted behavior.

c.

How far into the future one is trying to predict.

d.

Whether the behavior is under volitional control.

e.

All of these affect intentions' predictive accuracy.

ANS:E

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