(Test Bank) Consumer Behavior Canadian Edition

Barry,Babin,Eric,Harris,Kyle,Murray, 1

Business

Test Bank

1st Edition

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Test Bank for Consumer Behavior Canadian Edition, The downloadable file consists of 421 pages, and the total size of the file is 3.45 MB. Purchase now only for highly discounted price.

Author(s): Barry, Babin, Eric, Harris, Kyle, Murray

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Study Note Preview

Chapter 1 1. An understanding of consumer behaviour can mean better business for companies, better public policy for governments, and a better life for individuals. *a. True b. False 2. While consumer behaviour refers to human thought and action, it is not considered a field of study. a. True *b. False 3. Consumer behaviour can be thought of as the actions, reactions, and consequences that take place as the consumer goes through a decision - making process, reaches a decision, and then uses the p roduct. *a. True b. False 4. Consumer behaviour is the set of value -seeking activities that take place as people go about addressing needs. *a. True b. False 5. The basic consumption process begins with the consumer recognizing that he or she w ants someth ing new. a. True *b. False 6. The basic consumption process involves a consumer assessing the costs and benefits associated with a choice. *a. True b. False 7. The final step in the consumption process is satisfaction. a. True *b. False 8. An exchange is the acting out of a decision to give something up in return for something of equal value. a. True *b. False 9. Consumer behaviour represents the process by which goods, services, or ideas are used and transformed into valu e. a. True *b. False 10. Costs involve more than just the price of the product. *a. True b. False 11. Benefits are the only result of consumption. a. True *b. False 12. Consumer behaviour, as a field of study, is a very young field. *a. True b. False 13. Consumer behaviour has family roots in other disciplines such as economics, anthropology, and psychology. *a. True b. False 14. Marketing’s roots in economics are evident in the production and distribution of goods. *a. True b. False 15. Psychology is the study of human reactions to their environment. *a. True b. False 16. The sub-disciplines of psychology that are highly relevant to consumer behaviour are social psychology and experimental psychology. a. True *b. False 17. Anthropology focuses on the thoughts, feelings, and behaviours that people have as they interact with other people. a. True *b. False 18. Cognitive psychology is helpful in understanding how consumers process information from marketing communicati ons such as advertisements. *a. True b. False 19. Marketing activities include the production, promotion, pricing, and distribution of goods, services, ideas, and experiences that provide value for consumers and other stakeholders. *a. True b. False 20. Consumer behaviour focuses primarily on the study of groups of people within a society. a. True *b. False 21. Anthropology has contributed to consumer behaviour research by allowing researchers to interpret the relationships betw een consume rs and the things they purchase, the products they own, and the activities in which they participate. *a. True b. False 22. A highly competitive marketplace in which consumers have many alternatives is more likely to result in better custo mer service than a marketplace with little competition. *a. True b. False 23. A market -oriented firm stresses the importance of creating value for customers among all employees. *a. True b. False 24. Relationship marketing is based on the belie f that firm performance is enhanced through repeat business. *a. True b. False 25. Interaction points refer to direct contacts between the firm and a customer. a. True *b. False 26. Benefits are the physical parts of a product. a. True *b. False 27. A product is a potentially valuable bundle of benefits. *a. True b. False 28. Undifferentiated marketing means that the same basic product is offered to all customers. *a. True b. False 29. Undifferentiated marketers generally adopt a market o rientation. a. True *b. False 30. A market orientation means innovation is geared primarily toward making the production process as efficient and economic as possible. a. True *b. False 31. Differentiated marketing can be taken to th e extreme w ith a practice known as one -to-one marketing. *a. True b. False 32. Niche marketers specialize in serving one market segment. *a. True b. False 33. There are several approaches to studying consumer behaviour, but most researchers agr ee that the interpretive approach is the best. a. True *b. False 34. Interpretive research seeks to explain the inner meanings and motivations associated with specific consumption experiences. *a. True b. False 35. Quantitative research tools i nclude thin gs such as case analyses, clinical interviews, focus group interviews, and other tools in which data are gathered in a relatively unstructured way. a. True *b. False 36. Data generated from qualitative research are considered “researcher -dependent.” *a. True b. False 37. The roots of interpretive consumer research go back over 150 years to the earliest days of consumer research. a. True *b. False 38. The motivational research era in consumer research proved to be very useful in providing s atisfying explanations for consumer behaviour on a large scale. a. True *b. False 39. Two common interpretative orientations are psychology and sociology. a. True *b. False 40. The phenomenological researcher relies on highly structu red, formal interviews with consumers. a. True *b. False 41. An ethnographic approach to studying consumers often involves analyzing the artifacts associated with consumption. *a. True b. False 42. A researcher measuring consumers’ attitudes to ward differ ent brands on a scale ranging from 1 (very negative) to 5 (very positive) is using qualitative research. a. True *b. False 43. Interpretation of quantitative research data is a function of the researcher’s opinion. a. True *b. False 44. Qualitative research better enables researchers to test hypotheses as compared to quantitative research. a. True *b. False 45. Trends shaping the value received by consumers include internationalization, technological changes, changing communicat ions, changing demographics, and the changing economy. *a. True b. False 46. Companies must deal only with geographical distances when operating in different countries. a. True *b. False 47. The Internet has made geographical distance almost a non-issue. *a. True b. False 48. One demographic trend impacting marketers is that households increasingly include two primary income providers. *a. True b. False 49. One demographic trend shaping consumer behaviour is the decreasing birth rate s in the U. S. and Europe. *a. True b. False 50. What are the two perspectives from which consumer behaviour can be defined? a. primary and secondary *b. human thought and behaviour and as a field of study c. social and psychological d. based on needs and b ased on wants 51. A market researcher focuses on the psychological process, including the thoughts, feelings, and behaviour people experience once they realize they have an unmet need. What set of value - seeking activities is the researcher ex amining? a. marketing *b. consumer behaviour c. cognitive psychology d. consumption 52. Poppy has decided that she should buy a car to get to her new job on the opposite side of town. In terms of the basic consumption process, what term refers to t his first s tep? a. cost and benefit analysis b. value assessment c. want specification *d. need realization 53. What is the last step in the basic consumption process? a. exchange *b. value c. reaction d. costs and benefits 54. Renee is goi ng to a for mal dance next month and goes shopping for a full -length gown. What does the gown exemplify in the basic consumption process? a. need *b. want c. reaction d. satisfier 55. What term refers to the decision to give something up in return f or somethin g of greater value? *a. exchange b. marketing c. consumption d. consumer behaviour 56. Customers pay money for products they believe will satisfy their needs and wants. What term refers to this transfer of money for goods or services? a. benefit gratification b. consumption c. transformational marketing *d. exchange 57. What is the term for the negative results of consumption? a. wants b. reactions *c. costs d. consequences 58. Dana and John are expecting their first child and are pu rchasing furniture for the nursery. They are searching the Internet, reading parents’ magazines and paying attention to the advertisements, and visiting many stores because they want to purchase the best quality furniture that fits their budget. In relatio n to the consumption process, what term refers to the effort they are expending to ensure they make the right decision? *a. cost b. reaction c. value outcome d. benefit 59. Henry buys a new laptop because of the numerous features and upg rades that are offered from this newer model. What are these features referred to in terms of the consumption process? a. costs *b. benefits c. enhancers d. satisfiers 60. Apple sold more than seven million iPads within months of launching the prod uct. Prices for this product ranged from $499 to more than $800, and Apple had difficulty keeping up with the demand. Why were so many iPads sold? a. satisfaction outweighed demand b. need was greater than want c. consumption exceeded the need *d. benefits were greater than costs 61. What is the process by which goods, services, or ideas are used and transformed into value? a. value transfer b. cost conversion c. benefits conversion *d. consumption 62. When consumers recognize they have an u nmet need, they usually seek out specific products or services that they believe will satisfy that need and provide value to them. They are willing to give up something, such as money and effort, to find the products or services that will provide the benef its they se ek. What term refers to the process that consumers go through to satisfy their needs? a. marketing *b. consumption c. exchange d. purchase 63. A description for a marketing course in a university course catalogue states, “This course represents the study of consumers as they go about the consumption process.” What is the name of this course? a. Consumer Marketing b. Value -based Marketing c. Consumption Marketing *d. Consumer Behaviour 64. Which of the following is NOT a discipline in which c onsumer behaviour has roots? a. economics *b. accounting c. anthropology d. social psychology 65. William has been researching production and consumption patterns in China for his employer. Which discipline is his work estimating demand for consume r products a part of? a. marketing b. psychology *c. economics d. anthropology 66. Juan is majoring in a discipline that examines the production and consumption of goods and services. What is Juan’s major? *a. economics b. accounting c. anthrop ology d. production management 67. Which discipline studies people’s reactions to their environment? a. economics *b. psychology c. anthropology d. sociology 68. Marian is trying to decide on a major, so she takes an aptitude test of fered by th e career services office at her school. The results indicate that she is interested in understanding how people react to their environment and is concerned with their thoughts, feelings, and behaviours. Which discipline should Marian pursue? a. economics b. anthropology *c. psychology d. biology 69. What is the area of focus for social psychologists? a. the intricacies of mental reactions involved in information processing b. the value -producing activities that facilitate exchanges bet ween buyers and sellers c. the relationships between people and their possessions *d. the thoughts, feelings, and behaviours that people have as they interact with other people 70. John is a psychologist who analyzes the thoughts, feelings, and behavi ours that p eople have as they interact with other people in groups. What type of psychologist is John? a. qualitative psychologist b. group psychologist c. cognitive psychologist *d. social psychologist 71. Melanie is a psychologist who studies con sumer behav iour. She specializes in the mental reactions involved in consumer information processing, such as how advertisements persuade consumers to buy a product. Which field of psychology is Melanie practising? a. qualitative b. personal *c. cognit ive d. social 72. Which of the following involves the multitude of value -producing activities that facilitate exchanges between buyers and sellers? a. consumer behaviour *b. marketing c. psychology d. economics 73. Marketing as a recognized dis cipline gre w out of two other disciplines. What are the two disciplines? *a. economics and psychology b. psychology and anthropology c. psychology and sociology d. sociology and economics 74. Which discipline should you study to learn about how gro ups of peop le interact within society? a. economics *b. sociology c. anthropology d. cognitive psychology 75. Which discipline has contributed to consumer behaviour research by allowing researchers to interpret the relationships between consumers a nd the thin gs they purchase, the products they own, and the activities in which they participate? a. economics b. sociology *c. anthropology d. cognitive psychology 76. Kim moved from one house in a neighbourhood to another house in a nearby neighb ourhood. Sh e called her trash collection company to inform them of her address change and was dismayed to learn that her trash collection bill would be $10 a month higher than it was at her previous residence even though it is the same company. She comment ed on this and was told by the company that was the price and she could deal with removing her own trash if she didn’t like the price hike. Kim had to pay the higher price because there was no other company allowed to service this neighbourhood. Which stat ement best explains why Kim was treated so poorly by this company? a. The trash company was dependent on her repeat business. *b. No other competitors are providing this service. c. Trash disposal is a regulated service. d. The company really doesn’t need her bu siness. 77. According to an Uber employee, “the secret premise behind the ridesharing services’ success is Uber’s success at delivering an on -demand experience, where customers pick up their phone and a car arrives to take you wherever you wa nt.” Which type of orientation is Uber focusing on? a. sales b. employee *c. consumer d. inward 78. The Ritz -Carlton Hotel has a culture that embodies the importance of creating value for guests among all employees. One way this is implemented is by giving the front desk employees the authority to correct a problem presented by a guest without having to have approval from a manager. Which type of orientation does this company embrace? *a. market b. product c. sales d. outward 79. Which type o f marketing is based on the belief that a firm’s performance is enhanced through repeat business? a. acquisition b. outward c. repetition *d. relationship 80. What term refers to direct contacts between the firm and a customer? *a. touchpoints b. intersect ions c. interaction points d. counterpoints 81. Which of the following is NOT an example of a touchpoint? a. a consumer placing an order over the telephone b. a customer asking an attendant for directions at an amusement park c. a consu mer replyin g to a request sent in an email by a company *d. a consumer watching a television commercial 82. According to the text, what is the ultimate hallmark of success for a business? a. maximum profits b. maximum sales *c. long-term survival d. short -term sales 83. What term refers to the physical parts of a product? a. benefits b. elements *c. attributes d. components 84. Which of the following is NOT an example of a product attribute? a. quality *b. satisfaction c. styling d. safety 85. What is the definition of a product? *a. a potentially valuable bundle of benefits b. a physical good offered to satisfy a need c. an item offering perceived value to a target market d. a resource allocated toward satisfying a felt need 86. Which business orientation offers the same basic product to all customers? *a. undifferentiated marketing b. differentiated marketing c. niche marketing d. product marketing 87. Walmart’s supply chain is as efficient and as economic as poss ible, which allows it to offer lower prices than competing retailers. With only a few exceptions, Walmart offers the same basic products in all of its stores, even worldwide. What orientation does this illustrate? a. market b. customer *c. production d. undiffer entiated 88. Which of the following is practised by a company that embraces differentiated marketing? a. adopting innovative production processes to gain efficiency and economies of scale b. specializing in serving one market segment with particularl y unique demand characteristics c. focusing marketing efforts on the largest market segment *d. serving multiple market segments each with a unique product offering 89. Procter and Gamble sells six different brands of laundry detergent, eac h with a un ique offering for different market segments. Which business orientation does this illustrate? a. undifferentiated marketing *b. differentiated marketing c. niche marketing d. multiple marketing 90. Some marketers offer each individual cu stomer a di fferent product, so each customer is essentially treated as a segment of one. Which way of doing business does this represent? a. personalized marketing b. customer -based marketing *c. one-to-one marketing d. niche marketing 91. Lululemo n makes “te chnical athletic apparel for yoga, running, dancing, and most other sweaty pursuits.” Which business orientation best describes this approach? *a. niche marketing b. one-to-one marketing c. mass marketing d. product marketing 92. When co nsumers stu dy consumer behaviour, they should come to make better decisions. Which topic can be helpful in enlightening consumers? *a. the idea that there are consequences associated with poor budget allocation b. the lack of emotions in consumer decisi on making c. the absence of social influences d. the effect of technology on the production process 93. In trying to understand consumers, researchers derive meaning from talking to people and observing behaviour rather than analyzing data. What type of research is this an example of? *a. interpretive b. quantitative c. concentric d. depth 94. Kayla is engaged in research that seeks to explain the inner meanings and motivations associated with purchasing clothing. She records and analyzes the w ords that c onsumers use to describe events and observes shoppers in stores. From that, she develops an understanding of what motivates shoppers. What type of research is Kayla performing? a. quantitative *b. interpretive c. sociological d. independent 95. Which type of research includes tools such as case analyses, clinical interviews, focus group interviews, and other tools in which data are gathered in a relatively unstructured way?