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