Marketing Consumer Behaviour Chapter 4-10

Front 1

Motivation

Back 1

refers to the processes that cause people to behave as they do (Chapter 4)

Front 2

Drive Theory

Back 2

focuses on biological needs that produce unpleasant states of arousal (chapter 4)

Front 3

Homeostasis

Back 3

the state of being in which the body is in physiological balance; goal orientated behaviour attempts to reduce or eliminate an unpleasant motivational state and return to a balanced one. (chapter 4)

Front 4

Expectancy Theory

Back 4

suggests that behaviour is largely pulled by expectations of achieving desirable outcomes (positive incentives) rather than pushed from within. (Chapter 4)

Front 5

Want

Back 5

The particular form of consumption chosen to satisfy a need. (Chapter 4)

Front 6

Theory of Cognitive Dissonance

Back 6

based on the premise that people have a need for consistency in their lives and that a state of tension is created when beliefs or behaviours conflict with one another (Chapter 4) .

Front 7

Approach - Avoidance Conflict

Back 7

when a product has both a negative and a positive consequence (Chapter 4) .

Front 8

Avoidance - Avoidance Conflict

Back 8

when a consumer faces a choice between two undesirable alternatives (Chapter 4) .

Front 9

Involvement

Back 9

a persons perceived relevance of the object based on their inherent needs, values, and interests. (Chapter 4)

Front 10

Inertia

Back 10

the process whereby purchase decisions are made out of habit because the consumer lacks the motivation to consider alternatives (Chapter 4).

Front 11

Flow State

Back 11

a condition of absorption that consumers enter when they are truly involved with a product, an ad or a website (Chapter 4).

Front 12

Mass Customization

Back 12

the customization and personalization of products and services for individual customers a a mass market production price (Chapter 4).

Front 13

Interactive Mobile Marketing

Back 13

real time promotional campaigns targeted to consumers cell phones (Chapter 4).

Front 14

Affect

Back 14

the experience of emotionally-laden states which can range from evaluations, to moods, to full blown emotions (Chapter 4) .

Front 15

Evaluations

Back 15

Valenced (i.e. positive or negative) reactions to events and objects that are not accompanied by high level of arousals. (Chapter 4)

Front 16

Moods

Back 16

temporary positive or negative affective states accompanied by moderate levels of arousal. (Chapter 4)

Front 17

Emotions

Back 17

more intense than moods and are often related to a specific triggering event ex. happy, sad, excited (Chapter 4) .

Front 18

Negative State Relief

Back 18

when the consumer engages in a behaviour that helps resolve existing negative moods (Chapter 4) .

Front 19

Mood Congruency

Back 19

the notion that our judgements are often consistent with our existing mood states (Chapter 4).

Front 20

Sentiment Analysis

Back 20

a process that scours the social media universe to collect and analyze the words people use when they describe a specific product or company (Chapter 4) .

Front 21

Word-Phrase Dictionary

Back 21

a library of words used to code content in a sentiment analysis (Chapter 4).

Front 22

Self concept

Back 22

the beliefs a person holds about his or her own attributes and how he or she evaluates these qualities (Chapter 5)

Front 23

Symbolic Interactionism

Back 23

relationships with other people play a large part in forming the self (Chapter 5).

Front 24

Looking Glass Self

Back 24

the sense of self arising from the process of imagining the reaction of others toward ourselves (Chapter 5).

Front 25

Self Image Congruence Models

Back 25

predict that products will be chosen when their attributes match some aspect of the self (Chapter 5).

Front 26

Extended Self

Back 26

the definition of self created by the external objects with which a person surrounds him or herself (Chapter 5).

Front 27

Agentic Goals

Back 27

goals that favour the advancement of the individual (Chapter 5).

Front 28

Communal Goals

Back 28

goals that favor the well being of the group or community as a whole (Chapter 5).

Front 29

Gender Bending Products

Back 29

a traditionally sex typed item adapted to the opposite gender (Chapter 5).

Front 30

ID

Back 30

component of the self entirely oriented toward immediate gratification it is the party animal of the mind (Chapter 6).

Front 31

Pleasure Principle

Back 31

Behaviour is guided by the primary desire to maximize pleasure and avoid pain (Chapter 6).

Front 32

Personality

Back 32

refers to a persons unique psychological makeup and how it consistently influences the way he or she responds to the environment (Chapter 6).

Front 33

Superego

Back 33

the component of the self that internalizes society's rule and that works to prevent the id from seeking selfish gratification (Chapter 6).

Front 34

Ego

Back 34

the component of the self that mediates between the id and the superego (Chapter 6).

Front 35

Motivational Research

Back 35

a qualitative research approach based on psychoanalytical interpretations, with a heavy emphasis on unconscious motives for consumption (Chapter 6).

Front 36

Allocentrics

Back 36

individuals who have a group orientation and receive some thing of value from the group (Chapter 6).

Front 37

Idiocentrics

Back 37

people having an individualistic orientation (Chapter 6).

Front 38

Brand Personality

Back 38

the set of traits people attribute to a product as if it were a person (Chapter 6).

Front 39

Brand Equity

Back 39

the extent to which consumers hold strong, favourable, and unique associations with a brand in memory (Chapter 6).

Front 40

Animism

Back 40

practice where in inanimate objects are given qualities that make them somehow alive.
Two Levels:
Level 1: highest order, the object is associated with a human individual
Level 2: objects are anthropomorphized --> given human characteristics (ex a cartoon character)
(Chapter 6)

Front 41

Lifestyle

Back 41

a pattern of consumption reflecting a person's choices of how he or she spends time and money (Chapter 6).

Front 42

Product Complementarity

Back 42

occurs when the symbolic meanings of different products are related to each other (Chapter 6).

Front 43

Psychographics

Back 43

involves the "use of psychological, sociological, and anthropological factors to determine how the market is segmented by the propensity of groups within the market and their reasons to make a particular decision about a product person ideology or otherwise hold an attitude or use a medium (Chapter 6).

Front 44

AIOs

Back 44

Activities, Interests, and Opinions (Chapter 6).

Front 45

Geodemography

Back 45

refers to analytical techniques that combine data on consumer expenditures and other socioeconomic factors with geographic information about the areas in which people live to identify consumers who share common consumption patterns. (Chapter 6).

Front 46

Value

Back 46

a belief that some condition is preferable to its opposite (Chapter 6).

Front 47

acculturation

Back 47

the process of learning the beliefs and behaviours endorsed by another culture (Chapter 6).

Front 48

Terminal Values

Back 48

end states desired by members of a culture (Chapter 6).

Front 49

Conscientious Consumerism

Back 49

a new value that combines focus on personal health with a concern for global health (Chapter 6).

Front 50

Functional Theory Of Attitudes

Back 50

initially developed by psychologist Daniel Katz: Attitudes exist because they serve some function for the person, that is, they are determined by a person's motives (Chapter 7).

Front 51

Attitude

Back 51

lasting, general evaluation of people, objects, or issues (Chapter 7).

Front 52

Attitude Object

Back 52

Anything toward which a person has an attitude ex vodka, barak obama ((Chapter 7)

Front 53

Affect

Back 53

the way a consumer feels a bout a product (Chapter 7)

Front 54

Behaviour

Back 54

person's intentions to do something with regard to an attitude object (Chapter 7)

Front 55

Cognition

Back 55

the beliefs a consumer has about an attitude object (Chapter 7)

Front 56

Hierarchy of effects

Back 56

a fixed sequence of steps that occurs during attitude formation; this sequence varies depending on such factors as the consumer's level of involvement with the attitude object
Three kinds:
CAB -- cognition, affect, behaviour
CBA -- Cognition, Behaviour, Affect
ABC -- Affect, Behaviour, Cognition
(Chapter 7)

Front 57

Principle of Cognitive Consistency

Back 57

consumers value harmony among their thoughts, feelings, and behaviours and they are motivated to maintain uniformity among these elements. this means that is necessary consumers will change their thoughts, feelings or behaviours to make them consistent with other experiences (Chapter 7).

Front 58

Theory of Cognitive Dissonance

Back 58

when a person is confronted with inconsistencies among his or her own attitudes or behaviours he or she will take some action to resolve this unpleasant psychological state or dissonance (Chapter 7).

Front 59

Self perception theory

Back 59

assumes people use observations of their own behaviour to determine what their attitudes are, just as we assume that we know the attitudes of others by watching what they do (Chapter 7).

Front 60

Foot in the door technique

Back 60

based on the observation that a consumer is more likely to comply with a request if he or she has first agreed to comply with a smaller request (Chapter 7).

Front 61

Latitudes of acceptance and rejection

Back 61

formed around an attitude standard: ideas that fall within a latitude will be favourably received while those falling outside this zone will not (Chapter 7).

Front 62

Balance Theory

Back 62

a theory that considers relations among elements a person might perceive as belonging together, and people's tendency to change relations among elements to make them consistent or balanced (Chapter 7).

Front 63

Multi Attribute Models

Back 63

assumes that consumers attitude (evaluation) of an attitude object will depend on the beliefs he or she has about several or many attributes of the object (Chapter 7).

Front 64

Theory of reasoned Action

Back 64

an updated version of the fishbein multi attitude theory that considers such factors as social pressure and the attitude toward the act of buying a product rather than attitudes toward just the product itself. (Chapter 7)

Front 65

Subjective Norm

Back 65

an additional component to the multi attribute attitude model that accounts for the effects of what we believe other people think we should do (Chapter 7).

Front 66

descriptive norms

Back 66

norms that convey information regarding what other people commonly do. (Chapter 7)

Front 67

Injunctive norms

Back 67

norms that convey information regarding what is commonly approved and disapproved by others (Chapter 7).

Front 68

Permission Marketing

Back 68

the idea that a marketer will be much more successful trying to persuade consumers who have opted into their messages (Chapter 8).

Front 69

Uses and Gratifications Theory

Back 69

consumers are an active, goal directed audience that draws on mass media as a resource to satisfy needs. (Chapter 8)

Front 70

Persuasion Knowledge Model (PKM)

Back 70

consumers develop knowledge about persuasion and use this knowledge to "cope" with or deal with persuasive attempts (Chapter 8).

Front 71

Source Credibility

Back 71

a communicator's expertise, objectivity, or trustworthiness (Chapter 8).

Front 72

Corporate Paradox

Back 72

more involved a company appears to be in the dissemination of news about its products, the less credible it becomes (Chapter 8).

Front 73

buzz

Back 73

word of mouth viewed as authentic and generated by customers

Front 74

hype

Back 74

word of mouth dismissed as inauthentic propaganda planted by the company

Front 75

Halo effect

Back 75

occurs when individuals who are rated highly on one dimension are assumed to excel on others as well (Chapter 8).

Front 76

Match Up Hypothesis

Back 76

the theory that the dominant characteristics of a product should match the dominant features of the communications source (or spokesperson) (Chapter 8)

Front 77

Two Factor Theory

Back 77

proposes that two separate psychological processes are operating when a person is repeatedly exposed to an ad. Positive side: repetition increases familiarity and reduces uncertainty Negative Side: boredom increases with each exposure. (Chapter 8)

Front 78

Comparative Advertising

Back 78

a strategy wherein a message identifies two or more specifically named or recognizably presented brands and compares them in terms of one or more specific attributes (Chapter 8).

Front 79

Fear Appeals

Back 79

highlight the negative consequences that can occur if the consumer fails to change a behaviour or attitude (Chapter 8).

Front 80

Metaphor

Back 80

the use of explicit comparison (Chapter 8)

Front 81

Resonance

Back 81

form of presentation that combines a play on words with a relevant picture. (Chapter 8)

Front 82

Elaboration likelihood model (ELM)

Back 82

assumes that once a consumer receives a message, he or she begins to process it. (Chapter 9)

Front 83

Consumer Hyperchoice

Back 83

a condition where the large number of available options forces us to make repeated choices that may drain psychological energy while decreasing our abilities to make smart decisions (Chapter 9).

Front 84

Purchase Momentum

Back 84

an increase in the likelihood of buying after initial purchases are made. (Chapter 9).

Front 85

Behavioural Influence Perspective

Back 85

the view that consumer decisions are learned responses to environmental cues (Chapter 9).

Front 86

Experiential Perspective

Back 86

an approach stressing the gestalt, or totality, of the product or service experience, focusing on consumers' affective response in the marketplace. (Chapter 9)

Front 87

Habitual decision making

Back 87

the consumption choices that are made out of habit, without additional information search or deliberation among products (Chapter 9).

Front 88

Extended Problem Solving

Back 88

an elaborate decision making process, often initiated by a motive that is fairly central to the self concept and accompanied by perceived risk; the consumer tries to collect as much information as possible and carefully weighs product alternatives (Chapter 9)

Front 89

Limited problem solving

Back 89

a problem solving process in which consumers are not motivated to search for information or evaluate each alternative rigorously; they instead use simple decision rules to arrive at a purchase decision. (Chapter 9)

Front 90

Problem recognition

Back 90

when we experience a significant difference between our current state of affairs and some state we desire (Chapter 9)

Front 91

Information Search

Back 91

process by which the consumer surveys his or her environment for appropriate data to make a reasonable decision (Chapter 9).

Front 92

Maximizing

Back 92

a decision strategy that seeks to deliver the best possible result (Chapter 9)

Front 93

Satisficing

Back 93

a decision strategy in which the consumer settles for an option that is "good enough" (Chapter 9)

Front 94

Bounded Rationality

Back 94

the view that consumers rarely have the resources to weigh every possible factor into a decision and so will often settle for a solution that is just good enough (Chapter 9)

Front 95

Variety Seeking

Back 95

the desire to choose new alternatives over more familiar ones (Chapter 9)

Front 96

Mental Accounting

Back 96

a principle which states that decisions are influenced by the way the problem is posed (Chapter 9)

Front 97

Prospect Theory

Back 97

a descriptive model of how people make choices that finds that risk differs when the consumer faces options involving gains versus those involving losses (Chapter 9)

Front 98

Evoked Set

Back 98

those products already in memory plus those prominent in the retail environment that are actively considered during a consumers choice process (Chapter 9)

Front 99

Feature Creep

Back 99

a trend toward an increasing number of options a product offers that make it more difficult for consumers to decide among competitors (Chapter 9)

Front 100

Determinant Attributes

Back 100

product features that are essential to the consumers final choice (Chapter 9)

Front 101

Evaluative Criteria

Back 101

the dimensions used by consumers to compare competing product alternatives (Chapter 9)

Front 102

Neuromarketing

Back 102

assessing brain function through an MRI to develop advertising strategy (Chapter 9)

Front 103

The Long Tail

Back 103

the phenomenon whereby companies no longer need to rely solely on big hits (such as blockbuster movies or bestselling books) to find profits; they can also make money is they sell small amounts of items that only a few people want - if they sell enough different items (Chapter 9)

Front 104

Electronic Recommendation agent

Back 104

a software tool that tries to understand a human decision makers multi attribute preferences for a product category by asking the user to communicate his or her preferences. on the basis of that data, the software then recommends a list of alternatives sorted by the degree with which they fit with the persons preferences. (Chapter 9)

Front 105

Heuristics

Back 105

the mental rules of thumb that lead to a speedy decision (Chapter 9)

Front 106

Product Signal

Back 106

communicates an underlying quality of a product through the use of aspects that are visible only in the ad (Chapter 9)

Front 107

Greenwashing

Back 107

consumer backlash against a company's environmental claims (Chapter 9)

Front 108

Ethnocentrism

Back 108

the tendency to prefer products or people of one's own culture over those from other countries (Chapter 9)

Front 109

inertia

Back 109

a brand is bought out of habit merely because less effort is required (Chapter 9)

Front 110

non compensatory decision rules

Back 110

a set of simple rules whereby brand with low standing on one attribute can make up for this position by being better at another attribute (Chapter 9)

Front 111

Compensatory rules

Back 111

a set of rules that allow info about attributes if competing products to be averaged in some way; poor standing on one attribute can potentially be offset by good standing in another. (Chapter 9)

Front 112

Relationship marketing

Back 112

based on building strong customer service experiences with loyal customers in ways that foster a continued relationship over time (Chapter 10)

Front 113

Time Poverty

Back 113

the feeling that one is more pressed for time than ever before (Chapter 10)

Front 114

Queuing Theory

Back 114

the mathematical study of waiting lines

Front 115

Shopping Orientation

Back 115

a consumers general attitudes and motivations regarding the act of shopping (Chapter 10)

Front 116

Retail Theming

Back 116

a strategy involving the creation of imaginative store environments that transport shoppers to fantasy worlds or provide other kinds of stimulation (Chapter 10).

Front 117

Being space

Back 117

a retail environment that resembles a residential living room where customers are encouraged to congregate (Chapter 10)

Front 118

Minipreneurs

Back 118

persons who own a one-person business (Chapter 10)

Front 119

Atmospherics

Back 119

conscious designing of space and it various dimensions to evoke certain effects in buyers (Chapter 10)

Front 120

Exchange theory

Back 120

every interaction involves an exchange of value; each participant gives something to the other and hopes to receive something in return (Chapter 10).

Front 121

Expectancy Disconfirmation model

Back 121

consumers form beliefs about product performance based on prior experience with the product and/or on communications about the product that imply a certain level of quality (Chapter 10).

Front 122

Gemba

Back 122

a Japanese term meaning the one true source of information (Chapter 10)

Front 123

lateral cycling

Back 123

when already purchased objects are sold to others or exchanged (Chapter 10)

Front 124

Divestment Rituals

Back 124

the act of freeing up objects as they are passed from one owner to another (Chapter 10)