Cb Final

Front 1

Post-decision dissonance

Back 1

when more than one alternative is attractive and the decision is important

Front 2

post-decision regret

Back 2

unfavorable comparison between the option you chose and the option you didn't choose

Front 3

disconfirmation

Back 3

discrepancy (positive or negative) between our prior expectation s and the product's actual performance

Front 4

expectations

Back 4

desired product/service outcomes and include "pre-consumption" beliefs about overall performance or the levels or attributes possessed by a product (service)

Front 5

attribution theory

Back 5

how individuals think about explanations for or causes of effects or behavior

Front 6

factors of attribution theory

Back 6

stability
focus
controllability

Front 7

equity theory

Back 7

inputs vs. outputs:
focuses on the nature of exchange between buyers and sellers

Front 8

Responses to dissatisfaction

Back 8

Take no action
Discontinue Purchasing
Complain to the company
Engage in negative WOM

Front 9

customer-retention

Back 9

practice of working to satisfy customers with the intention of developing long-term relationships with them

Front 10

disposition

Back 10

throwing away of meaningless or used-up items without giving the action much thought

Front 11

physical detachment

Back 11

process by which the item is physically transferred to another person or location

Front 12

emotional detachment

Back 12

detailed, lengthy, and painful process (ex: selling your first house)

Front 13

Teens and Generation Y

Back 13

media and tech savvy
social networks
feel a sense of entitlement

Front 14

Generation X

Back 14

Born 1965-1976
Some still have angst
Boomerang kids
high discretionary income
delay marriage

Front 15

Baby Boomer

Back 15

Born 1946-1964
Largest demographic
Freedom to do what they want

Front 16

Seniors

Back 16

65+ years old
Women outnumber men
Perform limited search info

Front 17

gray market

Back 17

women outnumber men because women tend to live longer

Front 18

agentic goals

Back 18

(men)
mastery
self-assertiveness
self-efficacy

Front 19

communal goals

Back 19

(women)
forming affiliations and fostering harmonious relations

Front 20

gender

Back 20

biological state
(male or female)

Front 21

sexual orientation

Back 21

reflects a preference toward certain behaviors

Front 22

clustering

Back 22

"birds of a feather flock together"
consumers in the same neighborhood tend to buy the same types of cars, homes, appliances, etc.

Front 23

satisfaction

Back 23

if needs and goals have been met

Front 24

dissatisfaction

Back 24

when consumers have a negative evaluation of an outcome
(can be related to tolerance, distress, sadness, regret, agitation, outrage)

Front 25

utilitarian dimensions

Back 25

how well the product/service functions

Front 26

hedonic dimensions

Back 26

how the product makes someone feel

Front 27

Marketers should aim to satisfy consumers because

Back 27

1. tend to be highly loyal customers
2. consumers will influence others through WOM after contact

Front 28

disconfirmation

Back 28

discrepancy (positive or negative) between prior expectations and the product's actual performance

Front 29

expectation

Back 29

desired product/service outcomes and include "preconsumption beliefs about overall performance"

Front 30

passives

Back 30

least likely to complain

Front 31

voicers

Back 31

complain directly to the retailer or service provider

Front 32

irates

Back 32

angry consumers who are most likely to engage in negative WOM

Front 33

activists

Back 33

engage heavily in all types of complaining, including third parties

Front 34

ethnic groups

Back 34

members who share a common heritage, set of beliefs, religion and experiences

Front 35

acculturation

Back 35

members of a subculture must learn to adapt to the host culture
influenced by family, friends and media and combines with traditional customs to form a unique consumer culture

Front 36

multicultural marketing

Back 36

use of strategies that simultaneously appeal to a variety of cultures

Front 37

individualism vs. collectivism

Back 37

puts more emphasis on themselves as individuals than those part of the group vs. emphasize connections to others rather than their own individuality

Front 38

horizontal vs. vertical orientation

Back 38

equality vs. hierarchy
important to marketers of status-symbol products that will appeal to consumers influenced by vertical orientation

Front 39

masculine vs. feminine

Back 39

aggressive/individual advancement vs. social relationship

Front 40

Hispanic levels of acculturation

Back 40

1) acculturated: mostly English
2) bicultural: English/spanish
3) traditional: mostly spanish

Front 41

intensity of ethnic identification

Back 41

consumers who strongly identify with their ethnic group are less acculturated into the mainstream culture are more likely to exhibit the consumption patterns of the ethnic group

Front 42

Social class systems (3)

Back 42

High class
Middle class
Lower class

Front 43

over privileged

Back 43

have a disposable income and can purchase more than just necessities

Front 44

class average

Back 44

still able to afford the "American Dream" (home ownership, car)

Front 45

underprivileged

Back 45

have trouble making ends meet

Front 46

trickle-down effect

Back 46

lower classes copy trends that begin in the upper class
occurs because lower class aspires to be like upper class

Front 47

status float

Back 47

trends start in the lower and middle classes and spread upward (tattoos, music, etc)

Front 48

income vs. social class

Back 48

income can overlap social classes
income increases with age
dual-career families can earn more

Front 49

inherited status

Back 49

adopted from parents at birth

Front 50

earned status

Back 50

acquired later in life from personal achievements

Front 51

Computerized Status Index (CSI)

Back 51

assesses consumers' education, occupation, area of residence and income

Front 52

status crystallization

Back 52

consumers are consistent across social class, income, etc

Front 53

How social class changes over time

Back 53

Upward mobility
downward mobility
social class fragmentation

Front 54

upward mobility

Back 54

educational or occupational achievement
go back to school
limited by opportunity and resources

Front 55

downward mobility

Back 55

job loss
creates disappointment and dillusionment

Front 56

social class fragmentation

Back 56

upward/downward have blurred class divisions
increased availability of mass media leading to idiosyncrasies
advances in communication technology have increased communication and interaction across class lines

Front 57

conspicuous consumption

Back 57

attempt to offset deficiencies or lack of esteem by devoting attention to consumption

Front 58

status symbols

Back 58

good or services indicate their owners place in social hierarchy

Front 59

parody display

Back 59

status symbols that move in a reverse direction

Front 60

fraudulent symbols

Back 60

if certain symbols become widely possessed they can lose their status connotations

Front 61

compensatory consumption

Back 61

used in an effort to offset frustrations through consumption
seek gratification to make up for disappointment

Front 62

nuclear family

Back 62

consists of father, mother and children

Front 63

extended family

Back 63

nuclear family plus relatives (aunts, uncles, grandparents, etc)

Front 64

delayed marriage

Back 64

career is seen as a higher priority
couples can typically find themselves in a better financial position

Front 65

cohabitation

Back 65

consumers who decide to live with members of the opposite sex outside marriage
unmarried couples are more frequent consumers of entertainment, transportation and vacations

Front 66

dual-career families

Back 66

1) woman seeks career advancement and personal fulfillment
2) woman works out of financial necessity and considers her employment (just a job)

Front 67

gatekeeper

Back 67

household members who collect and control information important to the decision

Front 68

influencer

Back 68

household members who try to express their opinions and influence the decision

Front 69

decider

Back 69

the person or persons who actually determine which product or service will be chosen

Front 70

buyer

Back 70

household member who physically acquires the product or service

Front 71

user

Back 71

household members who consume the product

Front 72

instrumental

Back 72

relate to tasks affecting the buying decision
when and how much to purchase

Front 73

expressive

Back 73

indicate family norms
choice of color or style

Front 74

Household role conflict based on

Back 74

reasons for buying
who should make the decision
which option to choose
who uses the product or service

Front 75

autonomic decision

Back 75

equally likely to me made by the husband or wife, but not by both
(luggage, toys, games, cameras)

Front 76

syncratic decision

Back 76

made jointly by husband and wife
vacations, refrigerators, TVs, living room, furniture

Front 77

Type of household determines the nature of children's influence

Back 77

authoritarian households stress obedience
neglectful households exert little control
democratic households encourage self expression
permissive households remove constraints

Front 78

psychographics

Back 78

description of consumers on the basis of psychological and behavioral characteristics

Front 79

values

Back 79

enduring beliefs that a given behavior outcome is desireable or good

Front 80

value system

Back 80

our total set of values and their relative importance to us

Front 81

terminal values

Back 81

highly desired end states
salvation/happiness/self-respect

Front 82

instrumental

Back 82

needed to achieve desired end-states
belief in God

Front 83

domain-specific

Back 83

relevant only to particular areas of activity
religion, family or consumption

Front 84

materialism

Back 84

people gauge satisfaction in terms of what they have or have not acquired in life and in terms of desired possessions

Front 85

individualism vs collectivism

Back 85

degree to which a culture focuses on the individuals rather than a group

Front 86

uncertainty avoidance

Back 86

extent to which a culture prefers structured to unstructured situations

Front 87

masculinity vs femininity

Back 87

extent to which a culture stresses masculine values (assertiveness, success, and competition over feminine values (quality of life, warm personal relationships, caring

Front 88

power distance

Back 88

degree to which people are equal in terms of status

Front 89

personality

Back 89

distinctive patterns of behaviors, tendencies, qualities or personal dispositions that make one individual different from another and lead to a consistent response to environmental stimuli

Front 90

locus of control

Back 90

interpretation of why things happen

Front 91

internal locus

Back 91

people place the responsibility for good and bad outcomes on themselves

Front 92

external locus

Back 92

responsibility is placed on others

Front 93

optimal stimulation level

Back 93

people prefer it somewhere in the middle

Front 94

dogmatism

Back 94

tendency to be resistant to change and new idea