SPMT 370 Exam 1
What are the 2 attribute forms? - ✔ ✔ Perceptual & Underlying
Signal - ✔ ✔ One attribute tells the consumer something about
another attribute (price and brand name).
What determines the evaluation criteria that consumers use? - ✔ ✔
- Product experience/knowledge
- Situational Influences
- Social Influences
Consumer Judgements - ✔ ✔ The mental assessments of the
presence of attributes, and the benefits associated with those
attributes, related to a product.
During the evaluation process, consumers make judgements about
what? - ✔ ✔ - Presence of features
- Benefits associated with features
- Value associated with benefits
- How options differ from each other
Attribute Correlation - ✔ ✔ The perceived relationship between
product features and benefits.
Quality Perceptions - ✔ ✔ Differences between objective quality
and perceived quality.
Brand Name Associations - ✔ ✔ Often used as signals of quality.
, Just Noticeable Difference - ✔ ✔ Represents how likely its
consumers will perceive the difference between products and brands
Consumer Personality - ✔ ✔ Highly impulsive consumers with high
need for cognition can overthink decisions.
Hyperchoice - ✔ ✔ Too much information causing overload in which
you make bad decisions.
The judgements consumers make about _________ is the most
important aspect of the evaluation of alternatives. - ✔ ✔ Criteria
Post-Consumption Emotions - ✔ ✔ Emotions (CS/D) experienced
after consuming and experiencing the product.
Satisfied Consumers - ✔ ✔ These people feel happy about the
decision, and will more than likely repeat the decision.
Dissatisfied Consumers - ✔ ✔ These people need to cope with
feelings of disappointment and/or stress.
Positively Engaged - ✔ ✔ Marketers want customers to stay this
way following a transaction.
Critical Incident - ✔ ✔ An exchange between a consumer and
business which could have negative implications for the relationship.
Service Recovery - ✔ ✔ An attempt to regain approval (and
business) of a customer.
Complaining Behavior - ✔ ✔ (Most Common) An action that occurs
when a consumer actively seeks out someone (e.g. coping mechanism -
talk to supervisor, service provider...or friend, social media, WOM, etc.)
What are the 2 attribute forms? - ✔ ✔ Perceptual & Underlying
Signal - ✔ ✔ One attribute tells the consumer something about
another attribute (price and brand name).
What determines the evaluation criteria that consumers use? - ✔ ✔
- Product experience/knowledge
- Situational Influences
- Social Influences
Consumer Judgements - ✔ ✔ The mental assessments of the
presence of attributes, and the benefits associated with those
attributes, related to a product.
During the evaluation process, consumers make judgements about
what? - ✔ ✔ - Presence of features
- Benefits associated with features
- Value associated with benefits
- How options differ from each other
Attribute Correlation - ✔ ✔ The perceived relationship between
product features and benefits.
Quality Perceptions - ✔ ✔ Differences between objective quality
and perceived quality.
Brand Name Associations - ✔ ✔ Often used as signals of quality.
, Just Noticeable Difference - ✔ ✔ Represents how likely its
consumers will perceive the difference between products and brands
Consumer Personality - ✔ ✔ Highly impulsive consumers with high
need for cognition can overthink decisions.
Hyperchoice - ✔ ✔ Too much information causing overload in which
you make bad decisions.
The judgements consumers make about _________ is the most
important aspect of the evaluation of alternatives. - ✔ ✔ Criteria
Post-Consumption Emotions - ✔ ✔ Emotions (CS/D) experienced
after consuming and experiencing the product.
Satisfied Consumers - ✔ ✔ These people feel happy about the
decision, and will more than likely repeat the decision.
Dissatisfied Consumers - ✔ ✔ These people need to cope with
feelings of disappointment and/or stress.
Positively Engaged - ✔ ✔ Marketers want customers to stay this
way following a transaction.
Critical Incident - ✔ ✔ An exchange between a consumer and
business which could have negative implications for the relationship.
Service Recovery - ✔ ✔ An attempt to regain approval (and
business) of a customer.
Complaining Behavior - ✔ ✔ (Most Common) An action that occurs
when a consumer actively seeks out someone (e.g. coping mechanism -
talk to supervisor, service provider...or friend, social media, WOM, etc.)
