Situational influences are unique to a time or place that can affect consumer decision making and the value received from consumption.

Learning, perception, memory, and attitudes are examples of elements comprising the personality of a consumer.

A customer relationship management system allows a firm to be more customer-focused.

Relationship quality reflects the connectedness between a consumer and a retailer, brand, or service provider.

A strong, or high-quality, relationship is typified by a consumer who buys the same brand each time a need for that product arises

Internal influences on the consumption process include factors, such as social class.

Cognition refers to the mental processes that go on as we process and store things that can become knowledge.

Individual differences, which include personality and lifestyle, help determine consumer behavior.

Individual differences have little effect on the value experienced by consumers and the reaction consumers have to consumption.

Internal influences include the social and cultural aspects of life as a consumer.

People and groups who help shape a consumer’s everyday experiences are a part of the social environment.

The presence of music in an environment is a social influence that may shape consumer behavior.

The core concept of consumer behavior is value.

The concept of “value” captures how much gratification a consumer receives from consumption.

Worth to a consumer is a function of price.

Value equals the difference between what you get and what you have to give to get the product.

Two types of values are primary value and secondary value.

Utilitarian value is derived from a product that helps the consumer solve problems and accomplish tasks that are a part of being a consumer.

Hedonic value is the immediate gratification that comes from experiencing some activity.

Any act of consumption cannot provide both utilitarian and hedonic value.

Marketing myopia is defined as a condition in which a company views itself competing in a value or benefits producing business rather than in a product business.

To deliver superior customer value, different business units within the firm must have the same marketing strategy.

Marketing tactics include price, promotion, product, and distribution decisions.

The term augmented product means the original product plus the extra things needed to increase the value from consumption.

Products are multifaceted and can provide value in many ways.

Every product’s value is made up of the basic benefits, plus the augmented product, plus the “feel” benefits.

A product’s value can only be created by what the marketer is offering.

The marketing mix is the combination of product, pricing, promotion, and distribution strategies used to position some product offering or brand in the marketplace.

Product differentiation is a marketplace condition in which consumers do not view all competing products as identical to one another.

Positioning refers to the way a product is perceived by a consumer.

A perceptual map is used to depict graphically the positioning of competing products.

A blue ocean strategy seeks to position a firm so far away from competitors that, when successful, the firm creates an industry of its own and at least for a time, isolates itself from competitors.

Customer lifetime value represents the approximate worth of a customer to a company in economic terms.

Consumer segments exist because different consumers do not value different alternatives the same way.

The _____ represents consumer behavior theory illustrating factors that shape consumption-related behaviors that ultimately determine the value associated with consumption.

Which of the following is at the heart of the consumer value framework and the focus of marketing efforts?

Which of the following is an element of consumer psychology?

Which of the following is an internal influence on consumer value?

Which of the following is an external influence on consumer value?

Which of the following is considered a part of the consumer’s personality?

According to which of the following orientations, each customer represents a potential stream of resources rather than just a single sale?

_____ reflects the connectedness between a consumer and a retailer, a brand, or service provider.

Which of the following terms refers to the thinking or mental processes that go on as we process and store things that can become knowledge?

Characteristics and traits, including personality and lifestyles, that help define a consumer are referred to as _____.

Which of the following environments includes the people and groups who help shape a consumer’s everyday experiences?

_____ are unique to a time or place that can affect consumer decision making and the value received from consumption.

Which of the following terms refers to a personal assessment of the net worth a consumer obtains from an activity?

_____ captures how much gratification a consumer receives from consumption.

Which of the following is a negative consequence of consumption?