Failure on a given product or service characteristic

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41. Failure on a given product or service characteristic often has a stronger effect on consumers than success on that same characteristic. This is known as ______. A. technolo gy bias B. service design flaw C. customer failure D. negativity bias E. financial failure 42. What are the two dimensions to performance for products?
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43. Which dimension of product performance relates to the physical functioning of the product? 44. Leon is concerned with the reliability and durability of laptop computers he is considering purchasing. This represents which dimension of product performance? 45. Which dimension of product performance relates to aesthetic or image-enhancement performance? A. affect ive B. direct C. instrumental D. symboli c
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E. consummatory 46. 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? 47. The emotional response that owning or using the product or outlet provides is known as _____. 48. 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 _____.
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49. What is the first decision a dissatisfied customer will make? A. whether to complain to the store or to the manufacturer B. whether or not to stop buying that brand C. whether or not to take any external action D. whether or not to initiate legal action E. whether or not to complain to a government agency 50. Ronald is dissatisfied with a product he has bought. What is the first decision Ronald will make with regard to his dissatisfying situation?
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  • Fall '12
  • Pantel
  • Marketing, d., c., E., WOM, E. consummatory

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