Chap018 Review Questions - Chapter 18 Postpurchase...

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Chapter 18 Postpurchase Processes, Customer Satisfaction, and Customer Commitment Multiple Choice Questions 1. Customer relationship management (CRM) programs are _____. A. increasingly less common in American firms B. used to increase satisfaction, commitment, and retention of ke C. as simple as buying a computer program D. complex database systems designed to go beyond target custo E. all of the above 2. Which of the following is NOT a possible outcome once a consumer is satisfied? 3. Doubt or anxiety regarding a purchase a consumer has made is known as _____.
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4. Which of the following is true regarding postpurchase dissonance? 5. The probability of a consumer experiencing postpurchase dissonance, as well as the magnitude of such dissonance, is a function of which of the following? A. The degree of commitment or irrevocability of the decision. B. The importance of the decision to the consumer. C. The difficulty of choosing among the alternatives. D. The individual's tendency to experience anxiety. E. all of the above 6. Connie just purchased her first new car, and she's actually feeling a little bad about it. She's concerned about how much money she spent and how long she will be making car payments. She's not sure she made the right choice, either. She liked another car a little better, but ended up purchasing another model. Connie is experiencing _____.
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7. Which of the following is NOT an action a consumer may utilize to reduce dissonance?
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  • Fall '12
  • Pantel
  • Marketing, d., c., E., WOM, E. consummatory

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