Chapter 18
Multiple Choice Questions
1. The NFL is able to customize their newsletter by _____. A) tracking what pieces are clicked on B) providing news about the individual fan's favorite team C) matching the individual fan's specific interests D) enabling fans to update their profile E) all of the above
Answer: E Page: 637 Difficulty: moderate
2. Which of the following is NOT a possible outcome once a consumer is satisfied? A) committed customer B) discontinued use C) repeat purchases D) increased use E) all of the above are possible outcomes
Answer: E Page: 638 Difficulty: hard
3. Doubt or anxiety regarding a purchase a consumer has made is known as _____. A) postpurchase worry B) postpurchase guilt C) postpurchase dissonance D) postpurchase shame E) postpurchase fear
Answer: C Page: 638 Difficulty: moderate
4. Which of the following is true regarding postpurchase dissonance? A) All consumer purchase decisions are followed by postpurchase dissonance of some sort. B) The importance of the decision to the consumer is one factor that influences the probability and magnitude of postpurchase dissonance. C) The individual's tendency to experience anxiety is not related to postpurchase dissonance. D) The easier it is to alter the decision, the more likely postpurchase dissonance will be. E) Nominal decision making usually results in the greatest magnitude of postpurchase dissonance.
Answer: B Page: 639 Difficulty: moderate
5. The probability of a consumer experiencing postpurchase dissonance, as well as the magnitude of such dissonance, is a function of which of the following? A) The degree of commitment or irrevocability of the decision. B) The importance of the decision to the consumer. C) The difficulty of choosing among the alternatives. D) The individual's tendency to experience anxiety. E) all of the above
Answer: E Page: 639
1. The NFL is able to customize their newsletter by _____. A) tracking what pieces are clicked on B) providing news about the individual fan's favorite team C) matching the individual fan's specific interests D) enabling fans to update their profile E) all of the above
Answer: E Page: 637 Difficulty: moderate
2. Which of the following is NOT a possible outcome once a consumer is satisfied? A) committed customer B) discontinued use C) repeat purchases D) increased use E) all of the above are possible outcomes
Answer: E Page: 638 Difficulty: hard
3. Doubt or anxiety regarding a purchase a consumer has made is known as _____. A) postpurchase worry B) postpurchase guilt C) postpurchase dissonance D) postpurchase shame E) postpurchase fear
Answer: C Page: 638 Difficulty: moderate
4. Which of the following is true regarding postpurchase dissonance? A) All consumer purchase decisions are followed by postpurchase dissonance of some sort. B) The importance of the decision to the consumer is one factor that influences the probability and magnitude of postpurchase dissonance. C) The individual's tendency to experience anxiety is not related to postpurchase dissonance. D) The easier it is to alter the decision, the more likely postpurchase dissonance will be. E) Nominal decision making usually results in the greatest magnitude of postpurchase dissonance.
Answer: B Page: 639 Difficulty: moderate
5. The probability of a consumer experiencing postpurchase dissonance, as well as the magnitude of such dissonance, is a function of which of the following? A) The degree of commitment or irrevocability of the decision. B) The importance of the decision to the consumer. C) The difficulty of choosing among the alternatives. D) The individual's tendency to experience anxiety. E) all of the above
Answer: E Page: 639