Test Bank For Consumer Behaviour 7Th Edition By Pascale Quester

Chapter 03 - Testbank Student: ___________________________________________________________________________ 1. Very high levels of purchase involvement tend to produce habitual decisions. True False 2. Very high levels of purchase involvement tend to produce extended decisions. True False 3. Intermediate levels of purchase involvement tend to produce habitual decisions. True False 4. Multiple goals will lead to more complex decision processes. True False 5. High levels of product involvement may generate extended consumer decision making. True False 6. Brand-loyal purchases generally involve habitual decisions. True False 7. Repeat purchases of often-consumed items such as Kellogg's Special K cereal generally involve extended decisions. True False 8. Problem recognition occurs when a consumer's desired state differs from their actual state. True False 9. 'Active problems' are those that the consumer is unaware of. True False 10. Both consumers' desired and actual states may be influenced by emotions and situational characteristics. True False 11. The level of concern for, or interest in, the purchase process triggered by the need to consider a particular purchase is: A. decision making. B. purchase involvement. C. evaluation. D. none of the given answers. 12. Very high levels of purchase involvement tend to produce: A. brand-loyal decisions. B. habitual decisions. C. limited decisions. D. none of the given answers. 13. Intermediate levels of purchase involvement tend to produce: A. brand-loyal decisions. B. habitual decisions. C. limited decisions. D. none of the given answers. 14. Very low levels of purchase involvement tend to produce: A. habitual decisions. B. extended decisions. C. limited decisions. D. none of the given answers. 15. A decision that does not necessarily include alternative evaluation is: A. an extended decision. B. a partial decision. C. a limited decision. D. a habitual decision. 16. Extended decisions generally reflect: A. very high product involvement. B. very low product involvement. C. very high purchase involvement. D. very low purchase involvement. 17. Limited decisions: A. reflect very high purchase involvement. B. involve more cognition than extended decisions. C. do not include problem recognition. D. None of the given answers are correct. 18. A highly brand-loyal consumer generally purchases his/her favourite brand using: A. peripheral decision making. B. limited decision making. C. habitual decision making. D. none of the given answers. 19. Problem recognition involves: A. choosing between two or more potentially satisfactory alternatives. B. a discrepancy between a situational variable and a psychological variable. C. determining which of two or more alternative goals to pursue. D. none of the given answers. 20. A discrepancy between a desired state and an actual state is the basis for: A. alternative evaluation. B. stimulus discrimination. C. problem recognition. D. approach-avoidance conflict. 21. A problem of which a consumer is aware is: A. a latent problem. B. a current problem. C. a situational problem. D. an active problem. 22. A problem of which the consumer is not aware is: A. a situational problem. B. a potential problem. C. a manifest problem. D. none of the given answers. 23. An inactive problem is one which the consumer: A. is unaware of. B. has given up solving. C. assigns low relative importance to. D. has solved. 24. An active problem is one which the consumer: A. is aware of. B. has given up solving. C. has solved. D. assigns a high relative importance to. 25. The uncontrollable factors that affect the desired state include: A. changing family characteristics. B. previous decisions. C. individual development. D. all of the given answers. 26. Purchase involvement exists on/along: A. a matrix. B. a three-dimensional grid. C. a continuum. D. all of the given answers. 27. The uncontrollable factors that affect the actual state include: A. the situation. B. emotions. C. depletion. D. all of the given answers. 28. Consumer dissatisfaction may result from a failure of: A. expressive performance. B. classical performance. C. instrumental performance. D. expressive performance and instrumental performance. 29. The physical or functional performance of a product is _____________ performance. A. instrumental B. constructive C. expressive D. impressive 30. Determining consumer problems can be done using: A. surveys and focus groups. B. activity, product and problem analysis. C. surveys, focus groups and intuition. D. surveys, focus groups, intuition, and activity, product and problem analysis. 31. The existing or actual state is affected by: A. inability to afford certain products. B. lack of awareness of products or brands. C. inability to afford certain products and lack of awareness of products or brands. D. inability to afford certain products, absence of particular products and lack of awareness of products or brands. 32. Surveys and focus groups may be used to measure: A. problem recognition. B. observed behaviour. C. objective assessments of consumer behaviour. D. problem recognition, observed behaviour and objective assessments of consumer behaviour. 33. Which of the following are common approaches to determining the problems consumers face? A. surveys and focus groups B. intuition C. human factors research D. all of the given answers 34. An approach to determining the problems consumers face by analysing how a particular task is performed is known as: A. problem analysis. B. decision analysis. C. latent problem analysis. D. none of the given answers. 35. An approach to determining the problems consumers face by analysing the purchase and/or use of a particular product or brand is known as: A. activity analysis. B. situation analysis. C. latent problem analysis. D. none of the given answers. 36. An approach to determining the problems consumers face by analysing the types of activities or products that are associated with certain problems is known as: A. problem analysis. B. activity analysis. C. product analysis. D. latent problem analysis. 37. Measuring problem recognition by starting with a list of problems and asking respondents to indicate which activities, products or brands are associated with those problems is: A. product analysis. B. problem analysis. C. activity analysis. D. none of the given answers. 38. Generic problem recognition involves: A. a discrepancy that only one brand within a product category can reduce. B. a discrepancy that a variety of brands within a product category can reduce. C. recognition of a problem for which there is no solution. D. none of the given answers. 39. Selective problem recognition involves: A. a discrepancy that only innovative brands within a product category can reduce. B. a discrepancy that a variety of brands within a product category can reduce. C. recognition of a problem for which there is no solution. D. none of the given answers. 40. Recognition of a discrepancy that any brand within a product category can reduce is: A. active problem recognition. B. selective problem recognition. C. generic problem recognition. D. none of the given answers. 41. Generally a firm like Dairy Australia Ltd will attempt to influence generic problem recognition when: A. the problem is latent or of low importance. B. the external search after problem recognition is likely to be limited. C. it can be part of an industry-wide cooperative effort. D. All of the given answers are correct. 42. Which are the two types of situations when consumers are predicted to start the problem recognition process? A. when they are satisfied and loyal B. when either the desired state exceeds their actual state, or vice versa C. when they are purchasing or disposing of a product D. when they are satisfied and loyal and when they are purchasing or disposing of a product 43. How can a firm influence problem recognition? A. by altering either the desired state or the perceptions of the existing state B. through the use of advertising C. by highlighting the importance of an existing discrepancy D. All of the given answers are correct. 44. Apart from a reaction to technology, the fact that many retailers and service providers have developed a website to tailor their offerings (e.g. internet banking) can be attributed to: A. marketers' creativity. B. marketers' larger budgets. C. marketers reacting to a recognised problem of time-poor consumers. D. none of the given answers. 45. The level of a person's desire to resolve a particular problem depends on which two key factors? A. the relative importance of the problem and the magnitude of the discrepancy between the desired state and the actual state B. information search and alternative evaluation C. environmental and situational factors D. the involvement level of the product and previous decisions made 46. When are consumers predicted to take no action in the problem recognition process? A. when the desired state exceeds the actual state B. when the actual state exceeds the desired state C. when there is no discrepancy between desired and actual state D. when the actual state is double the desired state 47. Product analysis is best described as: A. analysis that examines the purchase or use of a particular product or brand. B. analysis of a product for high-involvement purchases. C. analysis that solves the problem by the consumer writing down a list of all products that can best solve the problem. D. analysis of products that the consumer has purchased previously against their current needs. 48. Suppressing problem recognition is done because: A. some companies want their consumers to have a low level of involvement for their product. B. companies want consumers to be influenced primarily by packaging, price and other marketing variables at the point of purchase. C. governments regulate certain products. D. some companies want their consumers to have a low level of involvement for their product and companies want consumers to be influenced primarily by packaging, price and other marketing variables at the point of purchase. 49. All of the following play a role in repeat-purchase intentions except: A. habit. B. trust. C. time pressure. D. satisfaction. 50. Timing problem recognition can sometimes be difficult for a marketer to influence because: A. consumers vary in how long they decide they may have an actual problem. B. some consumers aren't influenced by marketing at all. C. some consumer needs can arise suddenly. D. some consumers aren't influenced by marketing at all and some consumer needs can arise suddenly. 51. Some of the key methods for measuring problem recognition are: A. surveys, focus groups, activity, problem and product analysis. B. surveys, questionnaires and interviews. C. observational research and focus groups. D. scanner data, observational research and marketing intelligence gathered from external sources. 52. Define the concept of problem recognition and how it may affect consumer behaviour. 53. Explain human factors research and explain how this may affect marketing strategy. 54. Discuss how emotion research can be done. Chapter 03 - Testbank Key 1. Very high levels of purchase involvement tend to produce habitual decisions. FALSE Difficulty: Easy Learning Objective: 3.2 Know the difference between habitual, limited and extended decision making. 2. Very high levels of purchase involvement tend to produce extended decisions. TRUE Difficulty: Easy Learning Objective: 3.2 Know the difference between habitual, limited and extended decision making. 3. Intermediate levels of purchase involvement tend to produce habitual decisions. FALSE Difficulty: Medium Learning Objective: 3.2 Know the difference between habitual, limited and extended decision making. 4. Multiple goals will lead to more complex decision processes. TRUE Difficulty: Medium Learning Objective: 3.2 Know the difference between habitual, limited and extended decision making. 5. High levels of product involvement may generate extended consumer decision making. TRUE Difficulty: Medium Learning Objective: 3.2 Know the difference between habitual, limited and extended decision making. 6. Brand-loyal purchases generally involve habitual decisions. TRUE Difficulty: Easy Learning Objective: 3.2 Know the difference between habitual, limited and extended decision making. 7. Repeat purchases of often-consumed items such as Kellogg's Special K cereal generally involve extended decisions. FALSE Difficulty: Medium Learning Objective: 3.2 Know the difference between habitual, limited and extended decision making. 8. Problem recognition occurs when a consumer's desired state differs from their actual state. TRUE Difficulty: Medium Learning Objective: 3.1 Understand the nature of problem recognition. 9. 'Active problems' are those that the consumer is unaware of. FALSE Difficulty: Easy Learning Objective: 3.1 Understand the nature of problem recognition. 10. Both consumers' desired and actual states may be influenced by emotions and situational characteristics. TRUE Difficulty: Medium Learning Objective: 3.4 Be aware of the uncontrollable factors that affect problem recognition. 11. The level of concern for, or interest in, the purchase process triggered by the need to consider a particular purchase is: A. decision making. B. purchase involvement. C. evaluation. D. none of the given answers. Difficulty: Medium Learning Objective: 3.2 Know the difference between habitual, limited and extended decision making. 12. Very high levels of purchase involvement tend to produce: A. brand-loyal decisions. B. habitual decisions. C. limited decisions. D. none of the given answers. Difficulty: Medium Learning Objective: 3.2 Know the difference between habitual, limited and extended decision making. 13. Intermediate levels of purchase involvement tend to produce: A. brand-loyal decisions. B. habitual decisions. C. limited decisions. D. none of the given answers. Difficulty: Medium Learning Objective: 3.2 Know the difference between habitual, limited and extended decision making. 14. Very low levels of purchase involvement tend to produce: A. habitual decisions. B. extended decisions. C. limited decisions. D. none of the given answers. Difficulty: Medium Learning Objective: 3.2 Know the difference between habitual, limited and extended decision making. 15. A decision that does not necessarily include alternative evaluation is: A. an extended decision. B. a partial decision. C. a limited decision. D. a habitual decision. Difficulty: Medium Learning Objective: 3.2 Know the difference between habitual, limited and extended decision making. 16. Extended decisions generally reflect: A. very high product involvement. B. very low product involvement. C. very high purchase involvement. D. very low purchase involvement. Difficulty: Medium Learning Objective: 3.2 Know the difference between habitual, limited and extended decision making. 17. Limited decisions: A. reflect very high purchase involvement. B. involve more cognition than extended decisions. C. do not include problem recognition. D. None of the given answers are correct. Difficulty: Medium Learning Objective: 3.2 Know the difference between habitual, limited and extended decision making. 18. A highly brand-loyal consumer generally purchases his/her favourite brand using: A. peripheral decision making. B. limited decision making. C. habitual decision making. D. none of the given answers. Difficulty: Medium Learning Objective: 3.2 Know the difference between habitual, limited and extended decision making. 19. Problem recognition involves: A. choosing between two or more potentially satisfactory alternatives. B. a discrepancy between a situational variable and a psychological variable. C. determining which of two or more alternative goals to pursue. D. none of the given answers. Difficulty: Hard Learning Objective: 3.1 Understand the nature of problem recognition. 20. A discrepancy between a desired state and an actual state is the basis for: A. alternative evaluation. B. stimulus discrimination. C. problem recognition. D. approach-avoidance conflict. Difficulty: Easy Learning Objective: 3.1 Understand the nature of problem recognition. 21. A problem of which a consumer is aware is: A. a latent problem. B. a current problem. C. a situational problem. D. an active problem. Difficulty: Medium Learning Objective: 3.1 Understand the nature of problem recognition. 22. A problem of which the consumer is not aware is: A. a situational problem. B. a potential problem. C. a manifest problem. D. none of the given answers. Difficulty: Medium Gradable: automatic Learning Objective: 3.1 Understand the nature of problem recognition. 23. An inactive problem is one which the consumer: A. is unaware of. B. has given up solving. C. assigns low relative importance to. D. has solved. Difficulty: Easy Learning Objective: 3.1 Understand the nature of problem recognition. 24. An active problem is one which the consumer: A. is aware of. B. has given up solving. C. has solved. D. assigns a high relative importance to. Difficulty: Easy Learning Objective: 3.1 Understand the nature of problem recognition. 25. The uncontrollable factors that affect the desired state include: A. changing family characteristics. B. previous decisions. C. individual development. D. all of the given answers. Difficulty: Medium Learning Objective: 3.4 Be aware of the uncontrollable factors that affect problem recognition. 26. Purchase involvement exists on/along: A. a matrix. B. a three-dimensional grid. C. a continuum. D. all of the given answers. Difficulty: Medium Learning Objective: 3.2 Know the difference between habitual, limited and extended decision making. 27. The uncontrollable factors that affect the actual state include: A. the situation. B. emotions. C. depletion. D. all of the given answers. Difficulty: Medium Learning Objective: 3.4 Be aware of the uncontrollable factors that affect problem recognition. 28. Consumer dissatisfaction may result from a failure of: A. expressive performance. B. classical performance. C. instrumental performance. D. expressive performance and instrumental performance. Difficulty: Medium Learning Objective: 3.4 Be aware of the uncontrollable factors that affect problem recognition. 29. The physical or functional performance of a product is _____________ performance. A. instrumental B. constructive C. expressive D. impressive Difficulty: Easy Learning Objective: 3.4 Be aware of the uncontrollable factors that affect problem recognition. 30. Determining consumer problems can be done using: A. surveys and focus groups. B. activity, product and problem analysis. C. surveys, focus groups and intuition. D. surveys, focus groups, intuition, and activity, product and problem analysis. Difficulty: Medium Learning Objective: 3.3 Understand the methods of measuring problem recognition. 31. The existing or actual state is affected by: A. inability to afford certain products. B. lack of awareness of products or brands. C. inability to afford certain products and lack of awareness of products or brands. D. inability to afford certain products, absence of particular products and lack of awareness of products or brands. Difficulty: Hard Learning Objective: 3.4 Be aware of the uncontrollable factors that affect problem recognition. 32. Surveys and focus groups may be used to measure: A. problem recognition. B. observed behaviour. C. objective assessments of consumer behaviour. D. problem recognition, observed behaviour and objective assessments of consumer behaviour. Difficulty: Medium Learning Objective: 3.3 Understand the methods of measuring problem recognition. 33. Which of the following are common approaches to determining the problems consumers face? A. surveys and focus groups B. intuition C. human factors research D. all of the given answers Difficulty: Medium Learning Objective: 3.3 Understand the methods of measuring problem recognition. 34. An approach to determining the problems consumers face by analysing how a particular task is performed is known as: A. problem analysis. B. decision analysis. C. latent problem analysis. D. none of the given answers. Difficulty: Hard Learning Objective: 3.3 Understand the methods of measuring problem recognition. 35. An approach to determining the problems consumers face by analysing the purchase and/or use of a particular product or brand is known as: A. activity analysis. B. situation analysis. C. latent problem analysis. D. none of the given answers. Difficulty: Hard Learning Objective: 3.3 Understand the methods of measuring problem recognition. 36. An approach to determining the problems consumers face by analysing the types of activities or products that are associated with certain problems is known as: A. problem analysis. B. activity analysis. C. product analysis. D. latent problem analysis. Difficulty: Medium Learning Objective: 3.3 Understand the methods of measuring problem recognition. 37. Measuring problem recognition by starting with a list of problems and asking respondents to indicate which activities, products or brands are associated with those problems is: A. product analysis. B. problem analysis. C. activity analysis. D. none of the given answers. Difficulty: Medium Learning Objective: 3.3 Understand the methods of measuring problem recognition. 38. Generic problem recognition involves: A. a discrepancy that only one brand within a product category can reduce. B. a discrepancy that a variety of brands within a product category can reduce. C. recognition of a problem for which there is no solution. D. none of the given answers. Difficulty: Medium Learning Objective: 3.5 Be aware of the marketing strategies used to activate problem recognition. 39. Selective problem recognition involves: A. a discrepancy that only innovative brands within a product category can reduce. B. a discrepancy that a variety of brands within a product category can reduce. C. recognition of a problem for which there is no solution. D. none of the given answers. Difficulty: Medium Learning Objective: 3.5 Be aware of the marketing strategies used to activate problem recognition. 40. Recognition of a discrepancy that any brand within a product category can reduce is: A. active problem recognition. B. selective problem recognition. C. generic problem recognition. D. none of the given answers. Difficulty: Medium Learning Objective: 3.5 Be aware of the marketing strategies used to activate problem recognition. 41. Generally a firm like Dairy Australia Ltd will attempt to influence generic problem recognition when: A. the problem is latent or of low importance. B. the external search after problem recognition is likely to be limited. C. it can be part of an industry-wide cooperative effort. D. All of the given answers are correct. Difficulty: Hard Learning Objective: 3.5 Be aware of the marketing strategies used to activate problem recognition. 42. Which are the two types of situations when consumers are predicted to start the problem recognition process? A. when they are satisfied and loyal B. when either the desired state exceeds their actual state, or vice versa C. when they are purchasing or disposing of a product D. when they are satisfied and loyal and when they are purchasing or disposing of a product Difficulty: Hard Learning Objective: 3.1 Understand the nature of problem recognition. 43. How can a firm influence problem recognition? A. by altering either the desired state or the perceptions of the existing state B. through the use of advertising C. by highlighting the importance of an existing discrepancy D. All of the given answers are correct. Difficulty: Hard Learning Objective: 3.5 Be aware of the marketing strategies used to activate problem recognition. 44. Apart from a reaction to technology, the fact that many retailers and service providers have developed a website to tailor their offerings (e.g. internet banking) can be attributed to: A. marketers' creativity. B. marketers' larger budgets. C. marketers reacting to a recognised problem of time-poor consumers. D. none of the given answers. Difficulty: Medium Learning Objective: 3.5 Be aware of the marketing strategies used to activate problem recognition. 45. The level of a person's desire to resolve a particular problem depends on which two key factors? A. the relative importance of the problem and the magnitude of the discrepancy between the desired state and the actual state B. information search and alternative evaluation C. environmental and situational factors D. the involvement level of the product and previous decisions made Difficulty: Hard Learning Objective: 3.1 Understand the nature of problem recognition. 46. When are consumers predicted to take no action in the problem recognition process? A. when the desired state exceeds the actual state B. when the actual state exceeds the desired state C. when there is no discrepancy between desired and actual state D. when the actual state is double the desired state Difficulty: Medium Learning Objective: 3.1 Understand the nature of problem recognition. 47. Product analysis is best described as: A. analysis that examines the purchase or use of a particular product or brand. B. analysis of a product for high-involvement purchases. C. analysis that solves the problem by the consumer writing down a list of all products that can best solve the problem. D. analysis of products that the consumer has purchased previously against their current needs. Difficulty: Medium Learning Objective: 3.3 Understand the methods of measuring problem recognition. 48. Suppressing problem recognition is done because: A. some companies want their consumers to have a low level of involvement for their product. B. companies want consumers to be influenced primarily by packaging, price and other marketing variables at the point of purchase. C. governments regulate certain products. D. some companies want their consumers to have a low level of involvement for their product and companies want consumers to be influenced primarily by packaging, price and other marketing variables at the point of purchase. Difficulty: Hard Learning Objective: 3.5 Be aware of the marketing strategies used to activate problem recognition. 49. All of the following play a role in repeat-purchase intentions except: A. habit. B. trust. C. time pressure. D. satisfaction. Difficulty: Hard Learning Objective: 3.2 Know the difference between habitual, limited and extended decision making. 50. Timing problem recognition can sometimes be difficult for a marketer to influence because: A. consumers vary in how long they decide they may have an actual problem. B. some consumers aren't influenced by marketing at all. C. some consumer needs can arise suddenly. D. some consumers aren't influenced by marketing at all and some consumer needs can arise suddenly. Difficulty: Medium Learning Objective: 3.5 Be aware of the marketing strategies used to activate problem recognition. 51. Some of the key methods for measuring problem recognition are: A. surveys, focus groups, activity, problem and product analysis. B. surveys, questionnaires and interviews. C. observational research and focus groups. D. scanner data, observational research and marketing intelligence gathered from external sources. Difficulty: Medium Learning Objective: 3.3 Understand the methods of measuring problem recognition. 52. Define the concept of problem recognition and how it may affect consumer behaviour. Problem recognition is the first stage in the consumer decision process, which must occur before decision making can begin. It is the result of a discrepancy between a desired state and an actual state that is sufficient to arouse and activate, and as such influence, the consumer decision process. Difficulty: Easy Learning Objective: 3.1 Understand the nature of problem recognition. 53. Explain human factors research and explain how this may affect marketing strategy. Human factors research attempts to determine human capabilities in areas such as vision, strength, response time, flexibility, fatigue and the effect of lighting, temperature and sound. Human factors research may affect marketing strategy by using observational techniques such as slow motion time-lapse photography, videorecording and event recorders. This is particularly useful for identifying functional problems of which consumers are unaware (e.g. improving the design of office chairs to minimise user fatigue). Difficulty: Medium Learning Objective: 3.3 Understand the methods of measuring problem recognition. 54. Discuss how emotion research can be done. One approach of emotion research is to use focus-group research and face-to-face interviews that focus on either the emotions associated with a certain product or the products associated with reducing or arousing certain emotions. For more subtle or sensitive emotions or products, projective techniques (see Chapter 10) can provide useful insights. In addition, the various techniques used to measure emotions and emotional responses to advertising can be used to measure emotional responses to decision situations. Difficulty: Medium Learning Objective: 3.3 Understand the methods of measuring problem recognition. Chapter 03 - Testbank Summary Category Difficulty: Easy Difficulty: Hard Difficulty: Medium Gradable: automatic Learning Objective: 3.1 Understand the nature of problem recognition. Learning Objective: 3.2 Know the difference between habitual, limited and extended deci sion making. Learning Objective: 3.3 Understand the methods of measuring problem recognition. Learning Objective: 3.4 Be aware of the uncontrollable factors that affect problem recogn ition. Learning Objective: 3.5 Be aware of the marketing strategies used to activate problem re cognition. # of Questio ns 17 11 6 8