Mktg 435 Exam 2

Front 1

Age-based microculture

Back 1

term that describes the finding that people of the same age end up sharing many of the same values and develop similar consumer preferences

Front 2

Bicultural

Back 2

used to describe immigrants as they face decisions and form preferences based on their old or new cultures

Front 3

Cognitive structuring

Back 3

term that refers to the reliance on schema-based heuristics in making decisions

Front 4

Cohort

Back 4

a group of people who have lived the same major experiences in their lives

Front 5

Demographic analysis

Back 5

a profile of a consumer group based on their demographics

Front 6

Divergence

Back 6

situation in which consumers choose membership in microcultures in an effort to stand out or define themselves from the crowd

Front 7

Habitus

Back 7

mental and cognitive structures through which individuals perceive the world based largely on their standing in a social class

Front 8

Homogamy

Back 8

the finding that most marriages comprise people from similar classes

Front 9

Microculture

Back 9

a group of people who share similar values and tastes that are subsumed within a larger culture

Front 10

Role conflict

Back 10

a situation involving conflicting expectations based on cultural role expectations

Front 11

Sex roles

Back 11

societal expectations for men and women among members of a cultural group

Front 12

Social class

Back 12

a culturally defined group to which a consumer belongs based on resources like prestige, income, occupation,
and education

Front 13

Social stratification

Back 13

the division of society into classes that have unequal access to scarce and valuable resources

Front 14

Status symbols

Back 14

products or objects that are used to signal one's place in society

Front 15

Stigmatization

Back 15

a situation in which consumers are marked in some way that indicated their place in society

Front 16

World teen culture

Back 16

speculation that teenagers around the world are more similar to each other than to people from other generations in the same culture

Front 17

Acquisitional shopping

Back 17

activities oriented toward a specific, intended purchase or purchases

Front 18

Action-oriented

Back 18

consumers with a high capacity to self-regulate their behavior

Front 19

Advertiming

Back 19

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

Front 20

Affective quality

Back 20

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

Front 21

Antecedent conditions

Back 21

situational characteristics that a consumer brings to information processing

Front 22

Atmospherics

Back 22

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

Front 23

Background music

Back 23

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

Front 24

Circadian cycle

Back 24

rhythm (level of energy) of the human body that varies with the time of day

Front 25

Congruity

Back 25

how consistent the elements of an environment are with one another

Front 26

Consumer self-regulation

Back 26

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

Front 27

Crowding

Back 27

density of people and objects within a given space

Front 28

Epistemic shopping

Back 28

activities oriented toward acquiring knowledge about products

Front 29

Experiential shopping

Back 29

recreationally oriented activities designed to provide interest, excitement, relaxation, fun, social interaction, or some other desired feeling

Front 30

Fit

Back 30

how appropriate the elements of a given environment are

Front 31

Foreground music

Back 31

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 32

Functional quality

Back 32

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

Front 33

Hedonic shopping value

Back 33

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

Front 34

Impulsive consumption

Back 34

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

Front 35

Impulsive shopping

Back 35

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

Front 36

Impulsivity

Back 36

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

Front 37

Mental budgeting

Back 37

memory accounting for recent spending

Front 38

Nonlinear effect

Back 38

a plot of an effect that does not make a straight line

Front 39

Olfactory

Back 39

refers to humans' physical and psychological processing of smells

Front 40

Outshopping

Back 40

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

Front 41

Personal Shopping Value (PSV)

Back 41

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

Front 42

Retail personality

Back 42

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

Front 43

Reversal theory

Back 43

tries to explain how environmental elements can lead to near 180-degree changes in shopping orientation

Front 44

Seasonality

Back 44

regularly occurring conditions that vary with the time of year

Front 45

Servicescape

Back 45

physical environment in which consumer services are performed

Front 46

Shopping

Back 46

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

Front 47

Social comparison

Back 47

a naturally occurring mental personal comparison of the self with a target individual within the environment

Front 48

Source attractiveness

Back 48

the degree to which a source's physical appearance matches a prototype for beauty and elicits a favorable or desirous response

Front 49

State-oriented

Back 49

consumers with a low capacity to self-regulate their behavior

Front 50

Temporal factors

Back 50

situational characteristics related to time

Front 51

Time pressure

Back 51

urgency to act based on some real or self-imposed deadline

Front 52

Unplanned shopping

Back 52

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 53

Utilitarian shopping value

Back 53

worth obtained because some shopping task or job is completed successfully

Front 54

Actual state

Back 54

consumer's perceived current state

Front 55

Awareness set

Back 55

set of alternatives of which a consumer is aware

Front 56

Behavioral influence decision-making perspective

Back 56

assumes many consumer decisions are actually learned responses to environmental influences

Front 57

Brand inertia

Back 57

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

Front 58

Brand loyalty

Back 58

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

Front 59

Consideration set

Back 59

alternatives that are considered acceptable for further consideration in decision making

Front 60

Consumer search behavior

Back 60

behaviors that consumers engage in as they seek information that can be used to satisfy needs

Front 61

Desired state

Back 61

perceived state for which a consumer strives

Front 62

Experiential decision-making perspective

Back 62

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

Front 63

Extended decision making

Back 63

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

Front 64

External search

Back 64

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

Front 65

Habitual decision making

Back 65

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

Front 66

Inept set

Back 66

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

Front 67

Inert set

Back 67

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

Front 68

Information overload

Back 68

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

Front 69

Internal search

Back 69

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

Front 70

Limited decision making

Back 70

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

Front 71

Ongoing search

Back 71

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

Front 72

Perceived risk

Back 72

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 73

Prepurchase search

Back 73

search effort aimed at finding information to solve an immediate problem

Front 74

Price

Back 74

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

Front 75

Quality

Back 75

perceived overall goodness or badness of some product

Front 76

Rational decision-making persepctive

Back 76

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 77

Satisficing

Back 77

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

Front 78

Search regreat

Back 78

negative emotions that come from failed search processes

Front 79

Universal set

Back 79

total collection of all possible solutions to a consumer problem

Front 80

Attribution theory

Back 80

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

Front 81

Authenticity

Back 81

is the degree to which an object, person, or experience seems real, genuine, unique, and part of history or tradition

Front 82

Cognitive dissonance

Back 82

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

Front 83

Confirmatory bias

Back 83

tendency for expectations to guide performance perceptions

Front 84

Consumer dissatisfaction

Back 84

mild, negative affective reaction resulting from an unfavorable appraisal of a consumption outcome

Front 85

Consumer refuse

Back 85

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 86

Consumer satisfaction

Back 86

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

Front 87

Consumption frequency

Back 87

number of times a product or service is consumed in a given period of time

Front 88

Desire

Back 88

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

Front 89

Distributive fairness

Back 89

refers to the way a consumer judges the outcomes of an exchange

Front 90

Durable goods

Back 90

goods that are usually consumed over a long period of time

Front 91

Equity theory

Back 91

theory that proposes the people compare their own level of inputs and outcome to those of another party in an exchangey

Front 92

Expectancy/disconfirmation theory

Back 92

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

Front 93

Expectations

Back 93

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

Front 94

Hope

Back 94

a fundamental emotion evoked by positive, anticipatory appraisals that signal uncertainty about a potentially positive outcome

Front 95

Interactional fairness

Back 95

captures how fairly a consumer believes he or she was treated when dealing with service personnel in resolving some issue

Front 96

Left skewed

Back 96

distribution of responses consistent with most respondents choosing responses so the distribution is clustered toward the positive end of the scale

Front 97

Meaning transference

Back 97

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

Front 98

Negative disconfirmation

Back 98

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

Front 99

Nondurable goods

Back 99

goods that are usually consumed quickly

Front 100

Packrats

Back 100

consumers possessing high levels of lifestyle trait leading to a strong tendency toward retaining consumption-related possesions

Front 101

Positive disconfirmation

Back 101

according to the expectancy/disconfirmation approach, a perceived state wherein performance perceptions exceed expectations

Front 102

Self-perception theory

Back 102

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

Front 103

Service quality

Back 103

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

Front 104

SERVQUAL

Back 104

way of measuring service quality that captures consumers' disconfirmation of service expectations

Front 105

Top-line performance

Back 105

a business term referring to sales growth (sales being at the top of an earnings statement)

Front 106

Antiloyal consumers

Back 106

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

Front 107

Competitive intensity

Back 107

number of firms competing for business within a specific category

Front 108

Complaining behavior

Back 108

action that occurs when a consumer actively seeks out someone (supervisor, service provider, etc.) to share an opinion with regarding a negative consumption event

Front 109

Consumer inertia

Back 109

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

Front 110

Critical incident

Back 110

exchange between consumers and business that the consumer view as unusually negative with implications for the relationship

Front 111

Customer commitment

Back 111

sense of attachment, dedication, and identification

Front 112

Customer share

Back 112

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

Front 113

Financial switching costs

Back 113

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

Front 114

Loyalty card/program

Back 114

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

Front 115

Negative public publicity

Back 115

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

Front 116

Negative word-of-mouth

Back 116

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

Front 117

Positive WOM

Back 117

action that occurs when consumers spread information from one to another about positive consumption experiences with companies

Front 118

Procedural justice

Back 118

an equity-based cognition representing the extent that consumers believe the processes involved in processing a transaction, performing a service, or handling any complaint are fair

Front 119

Procedural switching costs

Back 119

low time and effort

Front 120

Rancorous revenege

Back 120

is when a consumer yells, insults, and makes a public scene in an effort to harm the business in response to an unsatisfactory experience

Front 121

Relational switching cost

Back 121

emotional and psychological consequences of changing from one brand/retailer/service provider to another

Front 122

Relationship quality

Back 122

degree of connectedness between a consumer and a retailer

Front 123

Retaliatory revenege

Back 123

consumer becomes violent with employees and/or tries to vandalize a business in response to an unsatisfactory experience

Front 124

Share of wallet

Back 124

customer share

Front 125

Switching

Back 125

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

Front 126

Switching costs

Back 126

costs associated with changing from one choice (brand/retailer/service provider) to another

Front 127

Third-party endorsement

Back 127

one form of publicity in which an ostensibly objective outsider (neither the customer nor the business) provides publicly available purchase recommendations or evalutations