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Negative public publicity
What can the result be when negative WOM spreads on a relatively large scale? TERM 2
positive WOM
DEFINITION 2 Holly was so pleased with the service she received at a new spa in her neighbourhood that she told many of her friends about her experience. What is Holly's behaviour an example of? TERM 3
Switching
DEFINITION 3 Which term refers to the situation when a consumer chooses a competing choice, rather than the previously purchased choice, on the next purchase occasion? TERM 4
Post consumption behaviour
DEFINITION 4 Is loyalty a post consumption behaviour or a post consumption affective reaction? TERM 5
Customer commitment
DEFINITION 5 A consumer's sense of attachment, dedication, and identification is known as ....
Communication
Although Asad does not know much about plumbing, he can still go into the local hardware store and come out with the right thing because the employees are very helpful and good at deciphering what he needs. What characteristic of relationship quality is being demonstrated? TERM 7
repeated behaviour & a strong feeling of
attachment
DEFINITION 7 True consumer loyalty consists of both a pattern of __________ and _______________ TERM 8
d. Spread counter info but don't identify the
company as the source
DEFINITION 8 Which statement is NOT a suggested alternative course of action for handling negative public publicity?a. Deny responsibility for any negative eventb. Take responsibility for any negative event & be visible in the public eyec. release info allowing public to draw own conclusion.d. Spread counter info butdon't identify the company as the source TERM 9
competence
DEFINITION 9 One characteristic of relationship quality is ________, which means the consumer views company and service providers as knowledgeable and capable. TERM 10
loyalty
DEFINITION 10 Customer share represents a behavioural component that is indicative of which of the following?
True
T/F:The certainty of a lengthy stream of revenues is much less for a customer acting only on inertia. TERM 17
True
DEFINITION 17 T/F: Value plays a role in the post consumption process TERM 18
attribution theory
DEFINITION 18 Which of the following plays a role in dealing with negative publicity? TERM 19
consumer inertia
DEFINITION 19 Which term means that a consumer will tend to continue a pattern of behaviour until some stronger force motivates him or her to change? TERM 20
procedural justice
DEFINITION 20 Which term refers to the extent to which consumers believe the processes involved in processing a transaction and handling any complaints are fair?
complaining
Which type of behaviour occurs when a consumer actively seeks out someone to share an opinion with regarding a negative consumption event? TERM 22
loyalty program
DEFINITION 22 Talbot's clothing store offers a program to its customers that keeps track of their purchases and offers a $25 award for every $500 spent. What is this an example of? TERM 23
Relational switching cost
DEFINITION 23 What switching costs refer to the emotional and psychological consequences of changing from one brand/retailer/service provider to another. TERM 24
financial
DEFINITION 24 Matt found out that he would have to pay a $450 initial fee to switch service providers for his home security system. Which type of switching costs is the $450 an example of?
