Mktg

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processes a consumer uses to make purchase decisions, as well as to use and dispose of purchased goods or services; also includes factors that influence purchase decisions and product use

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consumer behavior

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a five-step process used by consumers when buying goods or services

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consumer decision-making process

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result of an imbalance between actual and desired states

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need recognition

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recognition of an unfulfilled need and a product that will satisfy it

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want

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any unit of input affecting one or more of the five senses: sight, smell, taste, touch, hearing

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stimulus

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the process of recalling past information stored in the memory

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internal information search

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the process of seeking information in the outside environment

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external information search

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a product information source that is not associated with advertising or promotion

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nonmarketing-controlled information source

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a product information source that originates with marketers promoting the product

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marketing-controlled information source

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a group of brands, resulting from an information search, from which a buyer can choose

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evoked set (consideration set)

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inner tension that a consumer experiences after recognizing an inconsistency between behavior and values or opinions

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cognitive dissonance

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the amount of time and effort a buyer invests in the search, evaluation, and decision processes of consumer behavior

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involvement

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the type of decision making exhibited by consumers buying frequently purchased, low-cost goods and services; requires little search and decision time

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routine response behavior

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the type of decision making that requires a moderate amount of time for gathering information and deliberating about an unfamiliar brand in a familiar product category

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limited decision making

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the most complex type of consumer decision making, used when buying an unfamiliar, expensive product or an infrequently bought item; requires use of several criteria for evaluating options and much time for seeking information

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extensive decision making

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the set of values, norms, attitudes, and other meaningful symbols that shape human behavior and the artifacts, or products, of that behavior as they are transmitted from one generation to the next

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culture

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the enduring belief that a specific mode of conduct is personally or socially preferable to another mode of conduct

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value

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a homogeneous group of people who share elements of the overall culture as well as unique elements of their own group

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subculture

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a group of people in a society who are considered nearly equal in status or community esteem, who regularly socialize among themselves both formally and informally, and who share behavioral norms

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social class

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a group of society that influences an individual's purchasing behavior

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reference group

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a reference group with which people interact regularly in an informal, face-to-face manner, such as family, friends, and coworkers

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primary membership group

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a reference group with which people associate less consistently and more formally than a primary membership group, such as a club, professional group, or religious group

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secondary membership group

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a group that someone would like to join

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aspirational reference group

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a value or attitude deemed acceptable by a group

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norm

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a group with which an individual who influences the opinions of others

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opinion leader

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how cultural values and norms are passed down to children

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socialization process

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a way of organizing and grouping the consistencies of an individual's reactions to situations

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personality

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how consumers perceive themselves in terms of attitudes, perceptions, beliefs, and self-evaluations

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self-concept

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the way an individual would like to be

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ideal self-image

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the way an individual actually perceives himself or herself

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real self-image

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the process by which people select, organize, and interpret stimuli into a meaningful and coherent picture

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perception

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the process whereby a consumer notices certain stimuli and ignores others

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selective exposure

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a process whereby a consumer changes or distorts information that conflicts with his or her feelings or beliefs

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selective distortion

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a process whereby a consumer remembers only that information that supports personal beliefs

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selective retention

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a driving force that causes a person to take action to satisfy specific needs

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motive

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a method of classifying human needs and motivations into five categories in ascending order of importance: physiological, safety, social, esteem, and self-actualization

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Maslow's hierarchy of needs

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a process that creates changes in behavior, immediate or expected, through experience and practice

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learning

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a form of learning that occurs when one response is extended to a second stimulus similar to the first

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stimulus generalization

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a learned ability to differentiate among similar products

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stimulus discrimination

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an organized pattern of knowledge that an individual holds as true about his or her world

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belief

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a learned tendency to respond consistently toward a given object

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attitude