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29 Cards in this Set
- Front
- Back
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Why is it important for a hospitality or travel organization to understand the behavior of its customers? |
Customer behavior is the way customers select, use, and behave before and after they have purchased hospitality and travel services. |
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What are the personal (internal) factors that influence customer behavior? |
Needs, Wants, and Motivation |
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What are the personal (internal) factors that influence customer behavior? |
Perception |
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What are the personal (internal) factors that influence customer behavior? |
Learning |
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What are the personal (internal) factors that influence customer behavior? |
Personality |
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What are the personal (internal) factors that influence customer behavior? |
Lifestyle |
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What are the personal (internal) factors that influence customer behavior? |
Self-concept |
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Customer's Buying Process |
Need recognition |
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Customer's Buying Process |
Search for information |
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Customer's Buying Process |
Pre-purchase evaluation of alternatives |
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Customer's Buying Process |
Purchase |
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Customer's Buying Process |
Consumption |
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Customer's Buying Process |
Post-consumption evaluation |
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Customer's Buying Process |
Divestment |
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TRUE OR FALSE Movement as a stimulus is less likely to attract attention than stationary objects. |
FALSE |
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TRUE OR FALSE Many customers experience cognitive dissonance after they make purchases |
TRUE |
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TRUE OR FALSE The marketer's job is to make people aware of their deficiencies |
TRUE |
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TRUE OR FALSE A perceptual screen is a technique used in advertising to select the best advertisement from a group of alternatives |
FALSE |
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TRUE OR FALSE The family has become one of the weakest interpersonal influences on customer behaviour |
FALSE |
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TRUE OR FALSE One or more of the buying process stages are usually skipped when customers make routine decisions. |
TRUE |
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TRUE OR FALSE The type of buying decision has no influence on the steps that the customer follows in making the purchase |
FALSE |
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TRUE OR FALSE Because of post-purchase evaluation and the need to attract repeat customers, it is better to promise less, knowing that you can probably exceed the customer's expectations |
TRUE |
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Three of the stimulus factors that affect customers' perception of advertisements and promotions are: |
Color, size, and contrast |
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You and your boyfriend are planning your honeymoon trip. The type of decision-making process you're most likely to use is: |
Extensive decision-making |
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The first stage in a customer's buying process is: |
Need Recognition |
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Which accurately reflects how customers tend to form perceptions? |
They attach greater credibility to interpersonal rather than commercially generated |
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This interpersonal factor is an amalgamation of the beliefs, values, attitudes, habits, traditions, customs, and forms of behavior. |
Culture |
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Because of the human brain does not like to deal with incomplete images, marketers can use this perceptual factor to their advantage |
Closure |
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When buying hospitality and travel services, customers tend to place more weight on: |
Social information |
