Test 2

Front 1

The process involved when individuals or
groups select, purchase, use, and dispose of goods, services,
ideas, or experiences to satisfy their needs and desires.

Back 1

Consumer Behavior

Front 2

The process that occurs whenever the
consumer sees a significant difference between his or her current state of affairs and some desired or ideal state; this recognition
initiates the decision-making process.

Back 2

Problem Recognition

Front 3

The process whereby a consumer searches
for appropriate information to make a reasonable decision.

Back 3

Information Search

Front 4

The process by which people select, organize, and
interpret information from the outside world.

Back 4

Perception

Front 5

An internal state that drives us to satisfy needs by
activating goal-oriented behavior.

Back 5

Motivation

Front 6

A relatively permanent change in behavior caused by
acquired information or experience.

Back 6

Learning

Front 7

Theories of learning that focus on how consumer behavior is changed by external events or stimuli.

Back 7

Behavioral Learning

Front 8

Theory of learning that stresses the
importance of internal mental processes and that views people as problem solvers who actively use information from the world around them to master their environment.

Back 8

Cognitive Learning

Front 9

A learned predisposition to respond favorably or unfavorably
to stimuli on the basis of relatively enduring evaluations
of people, objects, and issues.

Back 9

Attitude

Front 10

The psychological characteristics that consistently influence the way a person responds to situations in his or her environment.

Back 10

Personality

Front 11

The pattern of living that determines how people
choose to spend their time, money, and energy and that reflects
their values, tastes, and preferences.

Back 11

Lifestyle

Front 12

The use of psychological, sociological, and anthropological
factors to construct market segments.

Back 12

Psychographis

Front 13

Situational Influences on Consumer Decisions

Back 13

The Physical Environment
Time

Front 14

A person who is frequently able to influence
others’ attitudes or behaviors by virtue of his or her active interest and expertise in one or more product categories.

Back 14

Opinion leader

Front 15

The overall rank or social standing of groups of
people within a society according to the value assigned to such
factors as family background, education, occupation, and
income.

Back 15

Social class

Front 16

Society’s expectations regarding the appropriate attitudes,
behaviors, and appearance for men and women.

Back 16

Sex roles

Front 17

Characteristics that make a difference in business markets

Back 17

Multiple Buyers
Number of Customers
Size of Purchases
Geographic Concentration

Front 18

Demand for business or organizational products
derived from demand for consumer goods or services.

Back 18

Derived Demand

Front 19

Demand in which changes in price have little or no effect on the amount demanded.

Back 19

Inelastic Demand

Front 20

Demand for two or more goods that are used together
to create a product.

Back 20

Joint Demand

Front 21

The numerical coding system that the United States, Canada,
and Mexico use to classify firms into detailed categories according
to their business activities.

Back 21

North American Industry Classification System (NAICS)

Front 22

The individuals or organizations that purchase products
for use in the production of other goods and services.

Back 22

Producers

Front 23

The individuals or organizations that buy finished
goods for the purpose of reselling, renting, or leasing to others
to make a profit and to maintain their business operations.

Back 23

Resellers

Front 24

The group of people in an organization who
participate in a purchasing decision.

Back 24

Buying center

Front 25

A buying situation in which business buyers
make routine purchases that require minimal decision making.

Back 25

Straight rebuy

Front 26

A buying situation classification used by business
buyers to categorize a previously made purchase that involves
some change and that requires limited decision making.

Back 26

Modified rebuy

Front 27

A new business-to-business purchase that is complex
or risky and that requires extensive decision making.

Back 27

New-task buy

Front 28

Begins the buying process by first recognizing that the firm needs to make a purchase.

Back 28

Initiator

Front 29

A member of the buying center who actually needs the product.

Back 29

User

Front 30

The person who controls the flow of information to other members.

Back 30

Gatekeeper

Front 31

The person(s) who affects the buying decision by dispensing advice or sharing expertise.

Back 31

Influencer

Front 32

The member of the buying center who makes the final decision.

Back 32

Decider

Front 33

The person who has responsibility for executing the purchase.

Back 33

Buyer

Front 34

Statistics that measure observable aspects of a
population, including size, age, gender, ethnic group, income,
education, occupation, and family structure.

Back 34

Demographics

Front 35

The process of dividing a larger market into smaller pieces based on one or more meaningful, shared characteristics.

Back 35

Segmentation

Front 36

.Consumer products that provide benefits over a
long period of time, such as cars, furniture, and appliances.

Back 36

Durable goods

Front 37

Consumer products that provide benefits
for a short time because they are consumed (such as food) or
are no longer useful (such as newspapers).

Back 37

Nondurable Goods

Front 38

A consumer good or service that is usually
low priced, widely available, and purchased frequently with
a minimum of comparison and effort.

Back 38

Convenience Product

Front 39

A good or service for which consumers
spend considerable time and effort gathering information and
comparing alternatives before making a purchase.

Back 39

Shopping product

Front 40

A good or service that has unique characteristics
and is important to the buyer and for which the buyer
will devote significant effort to acquire.

Back 40

Specialty product

Front 41

Goods or services for which a consumer
has little awareness or interest until the product or a need for
the product is brought to his or her attention.

Back 41

Unsought product

Front 42

Expensive goods that an organization uses in its
daily operations that last for a long time.

Back 42

Equipment

Front 43

Goods
that a business customer consumes in a relatively short time.

Back 43

Maintenance, repair, and operating (MRO)

Front 44

Products of the fishing, lumber, agricultural, and
mining industries that organizational customers purchase to
use in their finished products.

Back 44

Raw material

Front 45

Products created when firms transform
raw materials from their original state.

Back 45

Processed materials

Front 46

Products created when firms transform
raw materials from their original state.

Back 46

Processed materials

Front 47

Manufactured goods or subassemblies of finished
items that organizations need to complete their own
products.

Back 47

Component parts

Front 48

A modification of an existing product
that sets one brand apart from its competitors.

Back 48

Continuous innovations

Front 49

A change in an existing
product that requires a moderate amount of learning or behavior
change.

Back 49

Dynamically continuous innovations

Front 50

A totally new product that creates
major changes in the way we live.

Back 50

Discontinuous innovations

Front 51

The first step of product development in
which marketers brainstorm for products that provide customer
benefits and are compatible with the company mission.

Back 51

Idea generation

Front 52

The second step
of product development in which marketers test product ideas
for technical and commercial success.

Back 52

Product concept development and screening

Front 53

The step in the product development process
in which marketers assess a product’s commercial viability.

Back 53

Business analysis

Front 54

The step in the product development
process in which a new product is refined and perfected by
company engineers and the like.

Back 54

Technical development

Front 55

The final step in the product development
process in which a new product is launched into the market.

Back 55

Commercialization

Front 56

Adoption and Diffusion Process

Back 56

Awareness
Interest
Evaluation
Trial
Adoption
Confirmation

Front 57

The first segment (roughly 2.5 percent) of a population
to adopt a new product.

Back 57

Innovators

Front 58

Those who adopt an innovation early in the diffusion
process but after the innovators.

Back 58

Early adopters

Front 59

Those whose adoption of a new product signals
a general acceptance of the innovation.

Back 59

Early majority

Front 60

The adopters who are willing to try new products
when there is little or no risk associated with the purchase,
when the purchase becomes an economic necessity, or when
there is social pressure to purchase.

Back 60

Late majority

Front 61

The last consumers to adopt an innovation.

Back 61

Laggards

Front 62

Product Factors Affecting the Rate of Adoption.

Back 62

Relative advantage
Compatibility
Complexity
Trialability
Observability

Front 63

The characteristic of a service that means customers
can’t see, touch, or smell the service.

Back 63

Intangibility

Front 64

The characteristic of a service that makes it impossible
to store for later sale or consumption.

Back 64

Perishability

Front 65

The characteristic of a service that means that even
the same service performed by the same individual for the same
customer can vary.

Back 65

Variability

Front 66

The characteristic of a service that means that it
is impossible to separate the production of a service from the
consumption of that service.

Back 66

Inseparability

Front 67

A marketing research methodology that measures
the difference between a customer’s expectation of a service
quality and what actually occurred.

Back 67

Gap analysis

Front 68

A method for measuring service
quality in which marketers use customer complaints to identify
critical incidents; specific face-to-face contacts between consumer
and service providers that cause problems and lead to
dissatisfaction.

Back 68

Critical incident technique

Front 69

Product characteristics that the consumer can
examine prior to purchase.

Back 69

Search qualities

Front 70

Product characteristics that customers can
determine during or after consumption.

Back 70

Experience qualities

Front 71

Product characteristics that are difficult to
evaluate even after they have been experienced.

Back 71

Credence qualities

Front 72

The basic benefit of having a service performed.

Back 72

Core services

Front 73

The core service plus additional services
provided to enhance value.

Back 73

Augmented services