A 44 renee has been going to the same dentist for

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A 44. Renee has been going to the same dentist for years. However, her employer changed her dental insurance plan, and her dentist was not part of the plan. She had to switch to an approved dentist. Which reason for changing providers does this represent? A. involuntary switching B. responses to service failures C. pricing D. attraction by competitors E. ethical problems A 45. Sherri pulled up to the drive-up ATM at her bank. She put her card in, and it came right back out. On the screen was a message that the machine was not operational. Sherri was not happy. Which incident type with respect to self-service technologies does this represent? A 46. What are the two dimensions to performance for products? 18-9
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Chapter 18 - Postpurchase Processes, Customer Satisfaction, and Customer Commitment C 47. Which dimension of product performance relates to the physical functioning of the product? C 48. Leon is concerned with the reliability and durability of laptop computers he is considering purchasing. This represents which dimension of product performance? A. affective B. direct C. instrumental D. symbolic E. consummatory D 49. Which dimension of product performance relates to aesthetic or image-enhancement performance? D 50. Monique is buying a new coat for the winter. While she is concerned with how well the coat will keep her warm, she is also concerned with how stylish it will make her look. Her concern for stylishness represents which dimension of product performance? A 51. The emotional response that owning or using the product or outlet provides is known as _____. 18-10
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Chapter 18 - Postpurchase Processes, Customer Satisfaction, and Customer Commitment A 52. Dawn and her two daughters went to see Pride & Prejudice at the movie theater. They all loved the movie and came out saying "we're so glad she married Mr. Darcy!" This movie provided them with _____. A. affective performance B. direct performance C. instrumental performance D. symbolic performance E. consummatory performance
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  • Fall '12
  • Pantel
  • Marketing, d., E., Customer Commitment, Postpurchase Processes

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