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The Psychology of Consumer Complaints and Satisfaction

Description: This quiz is designed to assess your understanding of the psychology behind consumer complaints and satisfaction.
Number of Questions: 15
Created by:
Tags: consumer psychology consumer behavior customer satisfaction customer complaints
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Which of the following is NOT a common reason for consumer complaints?

  1. Product defects

  2. Poor customer service

  3. Unmet expectations

  4. Positive feedback

Show answer
Correct Option: D
Explanation:

Positive feedback is not a common reason for consumer complaints, as it is typically associated with customer satisfaction.

According to the Expectation-Disconfirmation Theory, consumer satisfaction is determined by:

  1. The difference between perceived performance and expected performance

  2. The level of perceived performance

  3. The level of expected performance

  4. The difference between actual performance and perceived performance

Show answer
Correct Option: A
Explanation:

The Expectation-Disconfirmation Theory states that consumer satisfaction is determined by the difference between the perceived performance of a product or service and the consumer's expectations.

Which of the following is NOT a common complaint handling strategy used by businesses?

  1. Acknowledge the complaint

  2. Offer a refund or replacement

  3. Provide an explanation for the problem

  4. Ignore the complaint

Show answer
Correct Option: D
Explanation:

Ignoring the complaint is not a common complaint handling strategy, as it can lead to customer dissatisfaction and negative word-of-mouth.

The Zone of Tolerance refers to:

  1. The range of product or service performance that is acceptable to consumers

  2. The range of product or service performance that is unacceptable to consumers

  3. The range of product or service performance that is neither acceptable nor unacceptable to consumers

  4. The range of product or service performance that is highly desirable to consumers

Show answer
Correct Option: A
Explanation:

The Zone of Tolerance is the range of product or service performance that is acceptable to consumers, and within which they are generally satisfied.

Which of the following is NOT a factor that influences consumer satisfaction?

  1. Product quality

  2. Price

  3. Customer service

  4. Advertising

Show answer
Correct Option: D
Explanation:

Advertising is not a direct factor that influences consumer satisfaction, although it can influence consumer expectations and perceptions.

According to the Cognitive Dissonance Theory, consumers who experience dissonance after making a purchase are likely to:

  1. Seek information that supports their purchase decision

  2. Seek information that contradicts their purchase decision

  3. Avoid information related to their purchase decision

  4. Remain indifferent to information related to their purchase decision

Show answer
Correct Option: A
Explanation:

The Cognitive Dissonance Theory states that consumers who experience dissonance after making a purchase are likely to seek information that supports their purchase decision, in order to reduce the dissonance.

Which of the following is NOT a common type of consumer complaint?

  1. Product defects

  2. Poor customer service

  3. Unmet expectations

  4. Positive feedback

Show answer
Correct Option: D
Explanation:

Positive feedback is not a common type of consumer complaint, as it is typically associated with customer satisfaction.

According to the Expectation-Disconfirmation Theory, consumer satisfaction is determined by:

  1. The difference between perceived performance and expected performance

  2. The level of perceived performance

  3. The level of expected performance

  4. The difference between actual performance and perceived performance

Show answer
Correct Option: A
Explanation:

The Expectation-Disconfirmation Theory states that consumer satisfaction is determined by the difference between the perceived performance of a product or service and the consumer's expectations.

Which of the following is NOT a common complaint handling strategy used by businesses?

  1. Acknowledge the complaint

  2. Offer a refund or replacement

  3. Provide an explanation for the problem

  4. Ignore the complaint

Show answer
Correct Option: D
Explanation:

Ignoring the complaint is not a common complaint handling strategy, as it can lead to customer dissatisfaction and negative word-of-mouth.

The Zone of Tolerance refers to:

  1. The range of product or service performance that is acceptable to consumers

  2. The range of product or service performance that is unacceptable to consumers

  3. The range of product or service performance that is neither acceptable nor unacceptable to consumers

  4. The range of product or service performance that is highly desirable to consumers

Show answer
Correct Option: A
Explanation:

The Zone of Tolerance is the range of product or service performance that is acceptable to consumers, and within which they are generally satisfied.

Which of the following is NOT a factor that influences consumer satisfaction?

  1. Product quality

  2. Price

  3. Customer service

  4. Advertising

Show answer
Correct Option: D
Explanation:

Advertising is not a direct factor that influences consumer satisfaction, although it can influence consumer expectations and perceptions.

According to the Cognitive Dissonance Theory, consumers who experience dissonance after making a purchase are likely to:

  1. Seek information that supports their purchase decision

  2. Seek information that contradicts their purchase decision

  3. Avoid information related to their purchase decision

  4. Remain indifferent to information related to their purchase decision

Show answer
Correct Option: A
Explanation:

The Cognitive Dissonance Theory states that consumers who experience dissonance after making a purchase are likely to seek information that supports their purchase decision, in order to reduce the dissonance.

Which of the following is NOT a common reason for consumer complaints?

  1. Product defects

  2. Poor customer service

  3. Unmet expectations

  4. Positive feedback

Show answer
Correct Option: D
Explanation:

Positive feedback is not a common reason for consumer complaints, as it is typically associated with customer satisfaction.

According to the Expectation-Disconfirmation Theory, consumer satisfaction is determined by:

  1. The difference between perceived performance and expected performance

  2. The level of perceived performance

  3. The level of expected performance

  4. The difference between actual performance and perceived performance

Show answer
Correct Option: A
Explanation:

The Expectation-Disconfirmation Theory states that consumer satisfaction is determined by the difference between the perceived performance of a product or service and the consumer's expectations.

Which of the following is NOT a common complaint handling strategy used by businesses?

  1. Acknowledge the complaint

  2. Offer a refund or replacement

  3. Provide an explanation for the problem

  4. Ignore the complaint

Show answer
Correct Option: D
Explanation:

Ignoring the complaint is not a common complaint handling strategy, as it can lead to customer dissatisfaction and negative word-of-mouth.

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