Consumer Behavior

Front 1

situational influences

Back 1

things that influence consumers that are independent of enduring consumer, brand or product characteristics

Front 2

temporal factors

Back 2

situational characteristics related to time

Front 3

time pressure

Back 3

urgency to act based on some real or self imposed deadline

Front 4

seasonality

Back 4

regularly occurring conditions that vary with the time of year

Front 5

circadian cycle

Back 5

rhythm of the human body that varies with the time of day

Front 6

advertiming

Back 6

ad buys that include a schedule that runs the advertisement primarily at times when customers will be most receptive to the message

Front 7

shopping

Back 7

set of value producing consumer activities that directly increase the likelihood that something will be purchased

Front 8

acquisitional shopping

Back 8

activities oriented toward a specific, intended purchase or purchases

Front 9

epistemic shopping

Back 9

activities oriented toward acquiring knowledge about proucts

Front 10

experiential shopping

Back 10

recreationally oriented activities designed to provide interest, excitement, relaxation, fun

Front 11

impulsive shopping

Back 11

spontaneous activities characterized by a diminished regard for consequences, spontaneity, and a desire for immediate self-fulfillment

Front 12

outshopping

Back 12

shopping in a city or town to which consumers must travel to rather than in their own hometowns

Front 13

personal shopping value (PSV)

Back 13

overall subjective worth of a shopping activity considering all associated costs and benefits

Front 14

utilitarian shopping value

Back 14

worth obtained because some shopping task or job is completed successfully

Front 15

hedonic shopping value

Back 15

worth of an activity because the time spent doing the activity itself is personally gratifying

Front 16

functional quality

Back 16

retail positioning that emphasizes tangible things like a wide selection of goods, low prices, guarantees, and knowledgeable employees

Front 17

affective quality

Back 17

retail positioning that emphasizes a unique environment, exciting decor, friendly employees, and in general the feelings experienced in a retail place

Front 18

retail personality

Back 18

way a retail store is defined in the mind of a shopper based on the combination of functional and affective qualities

Front 19

impulsive consumption

Back 19

consumption acts characterized by spontaneity, a diminished regard for consequences, and a need for self-fulfillment

Front 20

unplanned shopping

Back 20

shopping activity that shares some, but not all, characteristics of truly impulsive consumer behavior, being characterized by situational memory, a utilitarian orientation, and feelings of spontaneity

Front 21

impulsivity

Back 21

personality trait that represents how sensitive a consumer is to immediate rewards

Front 22

consumer self-regulation

Back 22

tendency for consumers to inhibit outside, or situational influences from interfering with shopping situations

Front 23

action-oriented

Back 23

consumers with a high capacity to self-regulate their behavior

Front 24

state-oriented

Back 24

consumers with a low capacity to self-regulate their behavior

Front 25

atmospherics

Back 25

emotional nature of an environment or the feelings created by the total aura of physical attributes that comprise a physical environment

Front 26

servicescape

Back 26

physical environment in which consumer services are performed

Front 27

fit

Back 27

how appropriate the elements a given environment are

Front 28

congruity

Back 28

how consistent the elements of an environment are with one another

Front 29

olfactory

Back 29

refers to humans' physical and psychological processing of smells

Front 30

foreground music

Back 30

music that becomes the focal point of attention and can have strong effects on a consumer's willingness to approach or avoid an environment

Front 31

background music

Back 31

music played below the audible threshold that would make it the center of attention

Front 32

social environment

Back 32

the other customers and employees in a service or shopping environment

Front 33

crowding

Back 33

density of people and objects within a given space

Front 34

nonlinear effect

Back 34

a plot of the effect by the amount of crowding, which does not make a straight line

Front 35

antecedent conditions

Back 35

situational characteristics that a consumer brings to information processing

Front 36

mental budgeting

Back 36

memory accounting for recent spending

Front 37

rational decision making perspective

Back 37

assumes consumers diligently gather information about purchases, carefully compare various brands of products on salient attributes, and make informed decisions regarding what brand to buy

Front 38

experiential decision making perspective

Back 38

assumes consumers often make purchases and reach decisions based on the affect, or feeling, attached to the product or behavior under consideration

Front 39

behavioral influence decision making perspective

Back 39

assumes many consumer decisions are actually learned responses to environmental influences

Front 40

perceived risk

Back 40

perception of the negative consequences that are likely to result from a course of action and the uncertainty of which course of action is best to take

Front 41

extended decision making

Back 41

assumes consumers move diligently through various problem solving activities in search of the best information that will help them reach a decision

Front 42

limited decision making

Back 42

consumers search very little for information and often reach decisions based largely on prior beliefs about products and their attributes

Front 43

habitual decision making

Back 43

consumers generally do not seek information at all when a problem is recognized and select a product based on habit

Front 44

brand loyalty

Back 44

deeply held commitment to rebuy a product or service regardless of situational influences that could lead to switching behavior

Front 45

brand inertia

Back 45

what occurs when a consumer simply buys a product repeatedly without any real attachment

Front 46

satisficing

Back 46

practice of using decision making shortcuts to arrive at satisfactory, rather than optimal decisions

Front 47

actual state

Back 47

consumer's perceived current state

Front 48

desired state

Back 48

perceived state for which a consumer strives

Front 49

consumer search behavior

Back 49

behaviors that consumers engage in as they seek information that can be used to resolve a problem

Front 50

ongoing search

Back 50

search effort that is not necessarily focused on an upcoming purchase or decision but rather on staying up-to-date on the topic

Front 51

prepurchase search

Back 51

search effort aimed at finding information to solve an immediate problem

Front 52

information overload

Back 52

situation in which consumers are presented with so much information that they cannot assimilate the variety of information presented

Front 53

internal search

Back 53

retrieval of knowledge stored in memory about products, services, and experiences

Front 54

consideration set

Back 54

alternatives that are considered acceptable for further consideration in decision making

Front 55

universal set

Back 55

total collection of all possible solutions to a consumer problem

Front 56

awareness set

Back 56

set of alternatives of which a consumer is aware

Front 57

inept set

Back 57

alternatives in the awareness that are deemed to be unacceptable for further consideration

Front 58

inert set

Back 58

alternatives in the awareness set about which consumers are indifferent or do not hold strong feelings

Front 59

external search

Back 59

gathering of information from sources external to the consumer such as friends, family, sales-people, advertising, independent research reports, and the Internet

Front 60

price

Back 60

information that signals the amount of potential value contained in a product

Front 61

quality

Back 61

perceived overall goodness or badness of some product

Front 62

search regret

Back 62

negative emotions that come from failed search processes

Front 63

evaluative criteria

Back 63

attributes that consumers consider when reviewing alternative solutions to a problem

Front 64

feature

Back 64

performance characteristic or an object

Front 65

benefit

Back 65

perceived favorable results derived from a particular feature

Front 66

determinant criteria

Back 66

criteria that are most carefully considered and directly related to the actual choice that is made

Front 67

bounded rationality

Back 67

idea that consumers attempt to act rationally within their information processing constraints

Front 68

affect-based evaluation

Back 68

evaluative process wherein consumers evaluate products based on the overall feeling that is evoked by the alternative

Front 69

attribute-based evaluation

Back 69

evaluative process wherein alternatives are evaluated across a set of attributes that are considered relevant to the purchase situationp

Front 70

product categories

Back 70

mental representations of stored knowledge about groups of products

Front 71

perceptual attributes

Back 71

attributes that are visually apparent and easily recognizable

Front 72

underlying attributes

Back 72

attributes that are not readily apparent and can be learned only through experience or contact with the product

Front 73

signal

Back 73

attribute that consumer uses to infer something about another attribute

Front 74

judgments

Back 74

mental assessments of the presence of attributes and the consequences associated with those attributes

Front 75

attribute correlation

Back 75

perceived relationship between product features

Front 76

conjoint analysis

Back 76

technique used to develop an understanding of the attributes that guide consumer preferences by having consumers compare product preferences across varying levels of evaluative criteria and expected utility

Front 77

compensatory rule

Back 77

decision making rule that allows consumers to select products that may perform poorly on one criterion by compensating for the poor performance on one attribute by good performance on another

Front 78

noncompensatory rule

Back 78

decision making rule in which strict guidelines are set prior to selection and any option that does not meet the guidelines is eliminated from consideration

Front 79

conjunctive rule

Back 79

noncompensatory decision rule where the option selected must surpass a minimum cutoff across all relevant attributes

Front 80

disjunctive rule

Back 80

noncompensatory decision rule where the option selected surpasses a relatively high cutoff point on any attribute

Front 81

lexicographic rule

Back 81

noncompensatory decision rule where the option selected is through to perform best on the most important attribute

Front 82

elimination-by-aspects rule

Back 82

noncompensatory decision rule where the consumer begins evaluating options by first looking at the most important attribute and eliminating any option that does not meet a minimum cutoff point for that attribute and where subsequent evaluations proceed in order of importance until only one option remains

Front 83

consumption process

Back 83

process in which consumers use the product, service or experience that has been selected

Front 84

durable goods

Back 84

goods that are usually consumed over a long period of time

Front 85

nondurable goods

Back 85

goods that are usually consumed quickly

Front 86

consumption frequency

Back 86

number of times a product is consumed

Front 87

meaning transference

Back 87

process through which cultural meaning is transferred to a product and onto the consumer

Front 88

consumer satisfaction

Back 88

mild positive emotion resulting from a favorable appraisal of a consumption outcome

Front 89

expectancy/disconfirmation theory

Back 89

satisfaction formation theory that proposes that consumers use expectations as a benchmark against which performance perceptions are judged

Front 90

positive disconfirmation

Back 90

according to the expectancy disconfirmation approach, a perceived state wherein performance perceptions fall short of expectations

Front 91

expectations

Back 91

preconsumption beliefs of what will occur during an exchange and consumption of a product

Front 92

confirmatory bias

Back 92

tendency for expectations to guide performance perceptions

Front 93

self-perception theory

Back 93

theory that states that consumers are motivated to act in accordance with their attitudes and behaviors

Front 94

service quality

Back 94

overall goodness of badness of a service experience, which is often measured by SERVQUAL

Front 95

desires

Back 95

level of a particular benefit that will lead to a valued end state

Front 96

equity theory

Back 96

theory that proposes that people compare their own levels of inputs and outcomes to those of another party in an exchange

Front 97

attribution theory

Back 97

theory that proposes that consumers look for the cause of particular consumption experiences when arriving at satisfaction judgments

Front 98

cognitive dissonance

Back 98

an uncomfortable feeling that occurs when a consumer has lingering doubts about a n that has occurred

Front 99

left skewed

Back 99

distribution of responses consistent with most respondents choosing responses such that the distribution is not evenly spread among responses but clustered toward the positive end of the scale

Front 100

consumer refuse

Back 100

any packaging that is no longer necessary for consumption to take place, or, in some cases, the actual good that is no longer providing value to the consumer

Front 101

complaining behavior

Back 101

action that occurs when a consumer actively seeks out someone to share an opinion with regarding a negative consumption event

Front 102

negative word-of-mouth

Back 102

action that takes place when consumers pass on negative information about a company from one to another

Front 103

negative public publicity

Back 103

action that occurs when negative WOM spreads on a relatively large scale, possibly even involving media coverage

Front 104

switching

Back 104

times when a consumer chooses competing choice, rather than the previously purchased choice, on the next purchase occasion

Front 105

switching costs

Back 105

costs associated with changing from one choice to another

Front 106

procedural switching costs

Back 106

lost time and effort

Front 107

financial switching costs

Back 107

total economic resources that must be spent or invested as a consumer learns how to obtain value from a new product choice

Front 108

relational switching cost

Back 108

emotional and psychological consequences of changing from one brand to another

Front 109

competitive intensity

Back 109

number of firms competing for business within a specific category

Front 110

customer share

Back 110

portion of resources allocated to one brand from among the set of competing brands

Front 111

share of wallet

Back 111

custom share

Front 112

consumer inertia

Back 112

situation in which a consumer tends to continue a pattern of behavior until some stronger force motivates him or her to change

Front 113

loyalty card/program

Back 113

device that keeps track of the amount of purchasing a consumer has had with a given marketer once some level is reached

Front 114

customer commitment

Back 114

sense of attachment, dedication, and identification

Front 115

antiloyal consumers

Back 115

consumers who will do everything possible to avoid doing business with a particular marketer

Front 116

relationship quality

Back 116

degree of connectedness between a consumer and a retailer