SPMT 370 Exam 3 Questions &
Answers
Post-consumption emotions - -Emotions experienced after consuming and
experiencing a product
- Critical incident - -An exchange between a customer and a business which
could have negative implications for the relationship
- Positive/negative word of mouth - -When a consumer passes along
positive or negative information about a company
- Complaining behavior - -An action that occurs when a consumer actively
seeks out someone with whom to share an opinion regarding a negative
consumption event
- Switching - -When a consumer chooses a competing choice on the next
purchase occasion rather than repeating the previous choice
- Relationship quality - -The degree of connectedness between a consumer
and a business
- Consumer loyalty programs - -A device or strategy that encourages
repeated purchasing and keeps track of the engagement a consumer has
with a business
- Financial risk - -Risk associated with cost
- Social risk - -Risk associated with how other consumers will view the
purchase
- Functional risk - -Risk associated with the likelihood of a product not
performing as expected
- Physical risk - -Risk associated with the safety of the product and the
likelihood that physical harm will result from consumption
- Time risk - -Risk associated with the time required to search for the
product and the time necessary for the product to be serviced or maintained
- The decision-making process - -Need recognition, search for information,
evaluation of alternatives, choice, post-choice evaluation
Answers
Post-consumption emotions - -Emotions experienced after consuming and
experiencing a product
- Critical incident - -An exchange between a customer and a business which
could have negative implications for the relationship
- Positive/negative word of mouth - -When a consumer passes along
positive or negative information about a company
- Complaining behavior - -An action that occurs when a consumer actively
seeks out someone with whom to share an opinion regarding a negative
consumption event
- Switching - -When a consumer chooses a competing choice on the next
purchase occasion rather than repeating the previous choice
- Relationship quality - -The degree of connectedness between a consumer
and a business
- Consumer loyalty programs - -A device or strategy that encourages
repeated purchasing and keeps track of the engagement a consumer has
with a business
- Financial risk - -Risk associated with cost
- Social risk - -Risk associated with how other consumers will view the
purchase
- Functional risk - -Risk associated with the likelihood of a product not
performing as expected
- Physical risk - -Risk associated with the safety of the product and the
likelihood that physical harm will result from consumption
- Time risk - -Risk associated with the time required to search for the
product and the time necessary for the product to be serviced or maintained
- The decision-making process - -Need recognition, search for information,
evaluation of alternatives, choice, post-choice evaluation
