Mrkt 3001 - Ch 05

Front 1

Consumer Behavior

Back 1

the actions a person takes in purchasing and using products and services

Front 2

Involvement

Back 2

the personal, social, and economic significance of the purchase to the consumer.

Front 3

Family life cycle

Back 3

the distinct phases that a family progresses through from formation to retirement, each phase bringing with it identifiable purchasing behaviors.

Front 4

1) Problem Recognition
2) Info Search
3) Alternative Evaluation
4) Purchase Decision
5) Post purchase behavior

Back 4

Purchase decision process

Front 5

Evaluative criteria

Back 5

Factors that represent both the objective attributes of a brand and the subjective ones a consumer uses to compare different products and brands.

Front 6

consideration set

Back 6

is the group of brands that a consumer would consider acceptable from among all the brands in the product class of which he or she is aware.

Front 7

Cognitive dissonance

Back 7

is the feeling of post purchase psychological tension or anxiety consumers may experience when faced with two or more highly attractive alternatives.

Front 8

Personality

Back 8

is a person’s consistent behaviors or responses to recurring situations.

Front 9

Motivation

Back 9

is the energizing force that stimulates behavior to satisfy a need.

Front 10

Self-concept

Back 10

is the way people see themselves and the way they believe others see them.

Front 11

Perception

Back 11

is the process by which an individual selects, organizes, and interprets information to create a meaningful picture of the world.

Front 12

Subliminal perception

Back 12

involves seeing or hearing messages without being aware of them.

Front 13

Learning

Back 13

consists of those behaviors that result from
(1) repeated experience and
(2) reasoning.

Front 14

Brand loyalty

Back 14

is a favorable attitude toward and consistent purchase of a single brand over time.

Front 15

attitude

Back 15

is a learned predisposition to respond to an object or class of objects in a consistently favorable or unfavorable way.

Front 16

Beliefs

Back 16

are a consumer’s subjective perception of how a product or brand performs on different attributes based on personal experience, advertising, and discussions with other people.

Front 17

Lifestyle

Back 17

is a mode of living that is identified by how people spend their time and resources, what they consider important in their environment, and what they think of themselves and the world around them.

Front 18

Opinion leaders

Back 18

are individuals who exert direct or indirect social influence over others.

Front 19

Word of mouth

Back 19

involves the influencing of people during conversations.

Front 20

consists of people to whom an individual looks as a basis for self-appraisal or as a source of personal standards.

-A reference group is a set of people a consumer wants to please or imitate

1) Membership groups
2) Aspiration groups (wishes belonging)
3) dissociative groups (distances belonging)

Back 20

What are Reference groups?

What are the three types?

Front 21

Consumer socialization

Back 21

is the process by which people acquire the skills, knowledge, and attitudes necessary to function as consumers.

Front 22

Social class

Back 22

consists of the relatively permanent, homogeneous divisions in a society into which people sharing similar values, interests, and behavior can be grouped.

Front 23

Subcultures

Back 23

are the subgroups within the larger, or national, culture with unique values, ideas, and attitudes.

Front 24

Perceived risk

Back 24

is the anxieties felt because the consumer cannot anticipate the outcomes of a purchase but believes that there may be negative consequences.

Front 25

Internal search

Back 25

Scanning one’s memory to recall previous experiences with products or brands.

Front 26

When past experience or knowledge is insufficient

-The risk of making a wrong purchase decision is high

1) Personal sources
2) Public sources
3) Marketer-dominated sources

Back 26

What is an External search?

Front 27

(1) Suggesting criteria to use for the purchase.
(2) Yielding brand names that might meet the criteria.
(3) Developing consumer value perception.

Back 27

C. Alternative Evaluation: Assessing Value

Front 28

evaluative criteria

Back 28

the objective attributes of a brand (such as locate speed on a portable CD player)
the subjective factors (such as prestige).

Front 29

From whom to buy?

When to buy?

Back 29

D. Purchase Decision: Buying Value

(Two possibilities)

Front 30

satisfied or dissatisfied.

Satisfied tells 3 people

Dissatisfied tells 9 people

- Cognitive dissonance

Back 30

E. Postpurchase Behavior: Value in Consumption or Use

Front 31

1) expensive,
2) personal consequences,
3) social image.

Back 31

Involvement and Problem Solving Variations:

Three characteristics of high involvement purchase

Front 32

1) The purchase task
2) Social surroundings
3) Physical surroundings
4) Temporal effects
5) Antecedent state

Back 32

Five situational influences

Front 33

1) Situational influences
2) Psychological influences
3) Sociocultural influences
4) Marketing Mix influences

Back 33

Influences of consumer Purchase Decision

Front 34

1) motivation and personality
2) Perception
2) Learning
4) Values and Beliefs
5) Customer Lifestlye

Back 34

Psychological Influences

(List)

Front 35

1) Personal Influences
2) Reference groups
3) Family Influences
4) Culture and subculture

Back 35

List Sociocultural Influences

Front 36

product
price
position
place

Back 36

List Marketing Mix influences

Front 37

Problem recognition

Back 37

the initial step in the purchase decision process, is perceiving a difference between a person's ideals and actual situations big enough to trigger a decision.

Front 38

1) # of brands
2) # of sellers considered
3) #of product attributes evaluated
4) # of external info sources used
5) time spent searching

Back 38

Characteristics of consumer purchases decision

Front 39

psychographics

Back 39

the practice of combining psychology, lifestyle, and demographics, is often used to uncover consumer motivation.

Front 40

culture

Back 40

values, ideas and attitudes that are learned and shared among members of the group.