MKTG 3340 - Final Exam
Study online at https://quizlet.com/_hwae4w
1. Behavioral Loyalty: The customer buys the product regularly and does not respond to competitors'
offerings.
2. Attitudinal loyalty: The degree to which the customer prefers or likes the brand.
3. Earn & Burn: Customers earn points for purchases and redeem them for rewards—simple, transactional, and
easy to understand
4. Loyal customers: customers who consistently choose a brand and provide long-term value by being cheaper
to market to, willing to pay more, open to new brand offerings, likely to refer others, and more forgiving of occasiona
issues
5. Partner Program: Brands collaborate to expand reward options or reach, offering benefits across a broader
ecosystem.
6. Gamified Loyalty: Adds badges, levels, challenges, or playful mechanics to encourage engagement and
ongoing interaction.
7. Perks-Based Loyalty: Offers automatic or surprise benefits (e.g., free shipping, birthday gifts) to enhance
perceived value without requiring action.
8. Tiered-Program Loyalty: Creates loyalty levels (e.g., silver, gold, platinum) with increasing rewards to
motivate higher engagement and spending.
9. Membership Loyalty Program: Customers pay (e.g., Amazon Prime) or opt in to receive exclusive
benefits—emphasizes commitment and long-term value.
10. Psychological and motivational value: the value points possess for consumers even if they don't
have monetary value until redeemed.
11. Positive reinforcement: free rewards encouraging repeat purchase behavior by creating a sense of
earned benefit.
12. Barriers to switching: the result of consumers concentrating spending within a single loyalty program
to maximize perceived gains.
13. Signaling value: the process by which loyalty programs can elevate brand perceptions.
14. Personalization: a feature of loyalty programs that enhances customer experience by tailoring services to
individual preferences.
15. Differentiated service: a component of loyalty programs that sets a brand apart by offering unique
customer experiences.
16. Accelerate loyalty growth: an effect of well-designed programs that increase consumer attachment to
the brand.
1/7
, MKTG 3340 - Final Exam
Study online at https://quizlet.com/_hwae4w
17. Increase customer profitability: an outcome of effective loyalty programs that boost financial returns
over time
18. Longevity effect of loyalty programs: good loyalty programs strengthen the lifetime value of
customers by increasing their switching costs.
19. Spreader Effect of loyalty programs: loyal customers buy additional products from vendors to
which they are loyal.
20. Blocker effect of loyalty programs: loyal customers don't pay attention to competitors' messages.
21. Accelerator effect of loyalty programs: loyal customers buy products more frequently in order
to move to the next level of their loyalty programs.
22. Communication gap for customer satisfaction: Overstating the offering's performance level,
giving customer sun realistic expectations
23. Standards gap for customer satisfaction: Setting performance standards too low despite
customers' needs
24. Knowledge gap for customer satisfaction: Not understanding the consumers' expectations or
needs, leading to a disappointing product
25. Delivery gap for customer satisfaction: Failing to meet the performance standards established
for an offering
26. Money-back guarantee: a type of post-purchase assurance tactic that enhances trust and perceived risk
reduction by offering a refund if the customer is unsatisfied.
27. Warranty: a marketing and post-sale strategy where a firm promises to repair, replace, or refund a product if
it fails to meet specified performance standards within a certain time.
28. Trade feedback effect: Exports and imports have a complementary economic flow (i.e., they influence
one another)
29. Assess the risk of the following: direct investment, licensing, joint venture,
exporting: Exporting < Licensing < Joint Venture < Direct Investment
30. Assess the profit potential of the following: direct investment, licensing, joint
venture, exporting: Exporting < Licensing < Joint Venture < Direct Investment
31. 4 P's of Marketing: Product, Price, Place, Promotion
32. Push strategy: promotion aimed to channel member
33. Pull strategy: promotion aimed to consumers
34. Pay-per-click ads: Advertisers bid on keywords to have their ads appear in search results, and pay only
when users click on their ad.28
2/7
Study online at https://quizlet.com/_hwae4w
1. Behavioral Loyalty: The customer buys the product regularly and does not respond to competitors'
offerings.
2. Attitudinal loyalty: The degree to which the customer prefers or likes the brand.
3. Earn & Burn: Customers earn points for purchases and redeem them for rewards—simple, transactional, and
easy to understand
4. Loyal customers: customers who consistently choose a brand and provide long-term value by being cheaper
to market to, willing to pay more, open to new brand offerings, likely to refer others, and more forgiving of occasiona
issues
5. Partner Program: Brands collaborate to expand reward options or reach, offering benefits across a broader
ecosystem.
6. Gamified Loyalty: Adds badges, levels, challenges, or playful mechanics to encourage engagement and
ongoing interaction.
7. Perks-Based Loyalty: Offers automatic or surprise benefits (e.g., free shipping, birthday gifts) to enhance
perceived value without requiring action.
8. Tiered-Program Loyalty: Creates loyalty levels (e.g., silver, gold, platinum) with increasing rewards to
motivate higher engagement and spending.
9. Membership Loyalty Program: Customers pay (e.g., Amazon Prime) or opt in to receive exclusive
benefits—emphasizes commitment and long-term value.
10. Psychological and motivational value: the value points possess for consumers even if they don't
have monetary value until redeemed.
11. Positive reinforcement: free rewards encouraging repeat purchase behavior by creating a sense of
earned benefit.
12. Barriers to switching: the result of consumers concentrating spending within a single loyalty program
to maximize perceived gains.
13. Signaling value: the process by which loyalty programs can elevate brand perceptions.
14. Personalization: a feature of loyalty programs that enhances customer experience by tailoring services to
individual preferences.
15. Differentiated service: a component of loyalty programs that sets a brand apart by offering unique
customer experiences.
16. Accelerate loyalty growth: an effect of well-designed programs that increase consumer attachment to
the brand.
1/7
, MKTG 3340 - Final Exam
Study online at https://quizlet.com/_hwae4w
17. Increase customer profitability: an outcome of effective loyalty programs that boost financial returns
over time
18. Longevity effect of loyalty programs: good loyalty programs strengthen the lifetime value of
customers by increasing their switching costs.
19. Spreader Effect of loyalty programs: loyal customers buy additional products from vendors to
which they are loyal.
20. Blocker effect of loyalty programs: loyal customers don't pay attention to competitors' messages.
21. Accelerator effect of loyalty programs: loyal customers buy products more frequently in order
to move to the next level of their loyalty programs.
22. Communication gap for customer satisfaction: Overstating the offering's performance level,
giving customer sun realistic expectations
23. Standards gap for customer satisfaction: Setting performance standards too low despite
customers' needs
24. Knowledge gap for customer satisfaction: Not understanding the consumers' expectations or
needs, leading to a disappointing product
25. Delivery gap for customer satisfaction: Failing to meet the performance standards established
for an offering
26. Money-back guarantee: a type of post-purchase assurance tactic that enhances trust and perceived risk
reduction by offering a refund if the customer is unsatisfied.
27. Warranty: a marketing and post-sale strategy where a firm promises to repair, replace, or refund a product if
it fails to meet specified performance standards within a certain time.
28. Trade feedback effect: Exports and imports have a complementary economic flow (i.e., they influence
one another)
29. Assess the risk of the following: direct investment, licensing, joint venture,
exporting: Exporting < Licensing < Joint Venture < Direct Investment
30. Assess the profit potential of the following: direct investment, licensing, joint
venture, exporting: Exporting < Licensing < Joint Venture < Direct Investment
31. 4 P's of Marketing: Product, Price, Place, Promotion
32. Push strategy: promotion aimed to channel member
33. Pull strategy: promotion aimed to consumers
34. Pay-per-click ads: Advertisers bid on keywords to have their ads appear in search results, and pay only
when users click on their ad.28
2/7
