Consumer Satisfaction and Dissatisfaction Determinants
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Questions and Answers

What determines consumer satisfaction or dissatisfaction with a product?

  • The price of the product
  • The overall feelings or attitude after purchasing and using the product (correct)
  • The color of the product
  • The brand of the product

    • What is one implication for marketers regarding post-purchase communications?

  • Increase the price of the product to generate more revenue
  • Ignore consumers' feedback
  • Create realistic and accurate expectations for consumers (correct)
  • Mislead consumers to increase sales

    • What does consumer satisfaction/dissatisfaction impact regarding the future purchase behavior of consumers?

  • It has no relation to post-purchase psychological tension
  • It does not affect future purchases
  • It determines the color of the products consumers buy
  • It affects whether consumers engage in positive or negative Word of Mouth (WoM) (correct)

    • What is the implication for marketers in terms of developing communication?

    <p>Stimulate problem recognition</p> Signup and view all the answers

    What should marketers do to provide information to consumers effectively?

    <p>Target consumers where they are likely to search</p> Signup and view all the answers

    How should consumers evaluate their options according to the text?

    <p>By identifying a consideration set and comparing pros and cons</p> Signup and view all the answers

    What should marketers do for durable products like cars, based on the text?

    <p>Provide brochures in salesrooms and ensure knowledgeable salespeople</p> Signup and view all the answers

    What term describes the situation when people change their behavior in response to real or imagined group pressure?

    <p>Conformity</p> Signup and view all the answers

    Who are opinion leaders considered to be?

    <p>Persons who possess expertise and influence others' attitudes or behaviors</p> Signup and view all the answers

    In the context of consumer behavior, what is the role of a reference group?

    <p>To influence consumer decisions and behavior in order to please or imitate them</p> Signup and view all the answers

    How do home shopping parties leverage consumer behavior according to the text?

    <p>By capitalizing on group pressure and peer influence</p> Signup and view all the answers

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