Consumer Behavior Exam 1

Front 1

consumer behavior

Back 1

set of value seeking activities that take place as people go about addressing their real needs

Front 2

want

Back 2

a specific desire representing a way a consumer may go about addressing a recognized need

Front 3

exchange

Back 3

acting out of the decision to give something up in return for something perceived to be of greater value

Front 4

costs

Back 4

negative results of consumption experiences

Front 5

benefits

Back 5

positive results of consumption experiences

Front 6

consumption

Back 6

process by which consumers use and transform goods, services, or ideas into value

Front 7

consumer behavior

Back 7

as a field of study study of consumers as they go about the consumption process; the science of studying how consumers seek value in an effort to address real needs

Front 8

economics

Back 8

study of production and consumption

Front 9

psychology

Back 9

study of human reactions to their environment

Front 10

social psychology

Back 10

study that focuses on the thoughts, feelings, and behaviors that people have as they interact with other people

Front 11

cognitive psychology

Back 11

study of the intricacies of mental reactions involved in information processing

Front 12

neuroscience

Back 12

the study of the central nervous system including brain mechanisms associated with emotion

Front 13

marketing

Back 13

multitude ofvalueproducing seller activities that facilitate between buyers and sellers, including production, pricing, promotion, distribution, and retailing

Front 14

sociology

Back 14

the study of groups of people within a society, with relevance for consumer behavior because a great deal of consumption takes place within group settings or is affected by group behavior

Front 15

anthropology

Back 15

field of study involving interpretation of relationships between consumers and the things they purchase, the products they own, and the activities in which they participate

Front 16

consumer (customer) orientation

Back 16

way of doing business in which the actions and decision making of the institution prioritize consumer value and satisfaction above all other concerns

Front 17

market orientation

Back 17

organizational culture that embodies the importance of creating value for customers among all employees

Front 18

market orientation

Back 18

organizational culture that embodies the importance of creating value for customers among all employees

Front 19

What are values in consumer behavior?

Back 19

Guides and determinants of social attitude, behavior, and ideologies.

value = what you get - what you give

Front 20

stakeholder marketing

Back 20

more than js buyer & seller in marketing process

host of primary and secondary entities affect and are affected by the value creation process

Front 21

relationship marketing

Back 21

activities based on the belief that the firm's important is enhanced through repeat business

Front 22

touchpoints

Back 22

direct contacts btwn the firm and a customer

Front 23

resource-advantage theory

Back 23

theory that explains why companies succeed or fail

the firm goes about obtaining resources from the consumer in return for the value the resource creates

Front 24

attitude

Back 24

a part, or tangible feature, of a product that potentially delivers a benefit of consumption

Front 25

product

Back 25

potential valuable bundle of benefits

Front 26

undifferentiated marketing

Back 26

plan wherein the same basic product is offered to all customers

Front 27

product orientation

Back 27

approach where innovation is geared primarily towards making the production process as efficient and economic and possible

Front 28

differentiated marketers

Back 28

firms that serve multiple markets segments, each with a unique product offering

Front 29

one-to-one marketing

Back 29

plan wherein a different product is offered for each individual customer so that each customer is treated as a segment of one

Front 30

niche marketing

Back 30

plan wherein a firm specializes in serving one market segment with particularly unique demand characteristics

Front 31

interpretive research

Back 31

approach that seeks to explain the inner meanings and motivations associated with specific consumer experiences

Front 32

qualitative research tools

Back 32

means for gathering data in relatively unstructured way, including case analysis, clinical interviews, and focus groups

Front 33

research dependent

Back 33

subjective data that requires a researcher to interpret the meaning

Front 34

phenomenology

Back 34

qualitative approach to studying consumers that relies on interpretation of the lived experience associated with some aspect of consumption

Front 35

ethnography

Back 35

qualitative approach to studying consumes that relies on interpretation of artifacts to draw conclusions about consumption

Front 36

netnography

Back 36

a branch of ethnography that studies the behavior of online cultures and communities

Front 37

quantitative research

Back 37

approach that addresses questions about consumer behavior using numerical measurements and analysis tool

Front 38

big data

Back 38

term used to represent the massive amounts of data available to companies, which can potentially be used to predict consumer behaviors

Front 39

predictive analysis

Back 39

the application of statistical tools in an effort to discover patterns in data that allow prediction of consumer behavior

Front 40

Consumer Value Framework (CVF)

Back 40

consumer behavior theory that illustrates factors that shape consumption-related behaviors and ultimately determine the value associated with consumption

when high value results, customers may become committed & loyal

Front 41

Customer Relationship Management (CRM)

Back 41

systematic information management system that collects maintains and reports detailed information about customers to enable a more customer-oriented managerial approach.

Front 42

relationship quality

Back 42

degree of connectedness between a consumer and retailer, brand, or service provider

Front 43

service

Back 43

an organization's efforts applied towards value creation

Front 44

internal influences

Back 44

things that go on inside the mind and heart of the consumer or that are truly a part of the consumer psychologically

Front 45

cognition

Back 45

thinking or mental process that go on as we process and store things that can become knowledge

Front 46

affects

Back 46

feelings associated with objects or activities

Front 47

individual differences

Back 47

characteristic traits of individuals, including demographics, personality and lifestyle.

Front 48

external influences

Back 48

social and cultural aspects of life as a consumer

Front 49

social environment

Back 49

elements that specifically deal with the way other people influence consumer decision making and value.

Front 50

situational influences

Back 50

things unique to a time or place that can affect

consumer making and the value received from consumption

Front 51

value

Back 51

a personal assessment of the net worth obtained from an activity

valuable actions address motivations that manifest themselves in needs and desires

Front 52

Utilitarian value

Back 52

gratification derived because something helps a consumer solve a problem or accomplish some task

Front 53

hedonic value

Back 53

value derived from the immediate gratification that comes from some activity's experience itself & emotions associated w/ consumption.

Front 54

marketing strategy

Back 54

ways firms go about creating value for customers

Front 55

marketing myopia

Back 55

a common condition in which a shortsighted company views itself in a product business rather than in a value- or benefits- producing business

Front 56

augmented product

Back 56

actual physical product purchased plus any services such as instillation & warranties necessary.

Front 57

Total value concept

Back 57

business practice wherein companies operate with the understanding that products provide value in multiple ways

Front 58

corporate strategy

Back 58

way a firm is defined and its general goals

Front 59

value co-creation

Back 59

the realization that consumer is necessary and must play a part in order to produce value

Front 60

marketing mix

Back 60

4 p's used to implement marketing strategy

Front 61

elasticity

Back 61

reflects how sensitive a consumer is to change in come product characteristic

Front 62

product differentiation

Back 62

marketplace condition in which consumers do not view all competing products as identical to one another

Front 63

product positioning

Back 63

way a product is perceived by a consumer

Front 64

perceptual maps

Back 64

tool used to depict graphically the positioning of competing products

Front 65

blue ocean strategies

Back 65

positioning a firm far away from competitors' positions so that it creates an industry of its own & for a time isolate itself from competitors

Front 66

ideal point

Back 66

combination of product characteristics that provide the most value to an individual consumer or market segmet

Front 67

customer lifetime value (CLV)

Back 67

approximate worth of a customer to a company in economic terms; overall probability of an individual customer.

Front 68

learning

Back 68

change in behavior resulting from some interaction between a person and a stimulus

Front 69

perception

perceptual process

Back 69

consumer's awareness and interpretation of reality.

Three stages: sensing stimuli, organizing input from human senses, reacting as a result of this organization.

Front 70

exposure

Back 70

process of bringing some stimulus within proximity of a customer so that the customer can sense it with one of our five human sense

Front 71

sensation

Back 71

consumer's immediate response to stimulus

Front 72

sensory marketing

Back 72

actively seeking to engage customers' senses as the primary aspect of the value proposition

Front 73

attention

Back 73

purposeful allocation of info- processing capability toward developing an understanding of some stimuli

Front 74

cognitive organization

Back 74

process by which the human brain assembles sensory evidence into something recognizable

Front 75

assimilation

Back 75

state that results when a stimulus has characteristics such that consumers really recognize, it is as belonging to some specific category

Front 76

accommodation

Back 76

state that results when a stimulus shares some but not all of the characteristics that would lead it to fit into existing category

Front 77

contrast

Back 77

state that results when a stimulus does not share enough in common with existing categories to allow categorization

Front 78

anthropomorphism

Back 78

giving human-like characteristics to inanimate objects

Front 79

selective exposure

Back 79

process of screening out certain stimuli & positively exposing oneself to another stimuli

Front 80

implicit memory

Back 80

things person did not try to remember

Front 81

When someone learns something after only a simple exposure to stimuli...

Back 81

implicit memory

Front 82

explicit memory

Back 82

info processing & cognitive learning; consumer actively tries to remember

Front 83

selective distortion

Back 83

process by which consumers interpret info in ways that are biased by previous held beliefs

Front 84

subliminal processing

Back 84

way that the human brain deals with very low-strength stimuli, so low that the person has no conscious awareness

Front 85

absolute threshold

Back 85

minimum strength of a stimulus that can be perceived

Front 86

subliminal persuasion

Back 86

behavior change induced by subliminal processing

Front 87

JND

-Just noticeable difference

Back 87

condition in which one stimuli is sufficiently stronger than another so that someone can actually notice that the two are not the same

Front 88

Weber's Law

Back 88

law that states that a consumer's ability to detect differences between two levels of a stimulus decreases as the intensity of the initial stimulus increases

Front 89

JMD

-just meaningful difference

Back 89

smallest amount of change in a stimulus that would influence consumer consumption and choice

Front 90

preattentive effects

Back 90

learning that occurs without attention

Front 91

mere exposure effect

Back 91

effect that leads consumers to prefer a stimulus to which they've previously been exposed

Front 92

mere association effect

Back 92

the transfer of meaning between objects that are similar by chance, only accidental association

Front 93

involuntary attention

Back 93

attention that is automatic , meaning beyond the conscious control of a consumer

Front 94

orientation reflex

Back 94

natural reflex that occurs as response to something threatening

Front 95

involvement

Back 95

the personal relevance toward, or interest in a particular product

Front 96

unintentional learning

Back 96

learning that occurs when behavior is modified through

Front 97

cognitive/ info processing perspective

Back 97

learning perspective that focuses on the cognitive process associated with comprehension

Front 98

Classical conditioning

Back 98

change in behavior that occurs simply through associating some stimulus with another that naturally causes some reaction. Type of unintentional learning.

Front 99

unconditioned stimulus

Back 99

stimulus to which a behavioral response is already associated

Front 100

conditioned stimulus

Back 100

object or event that does not cause the desired response naturally

Front 101

unconditioned response

Back 101

response that occurs naturally as a result of exposure to an unconditioned stimulus

Front 102

conditioned response

Back 102

response that occurs naturally as a result of exposure to unconditioned stimuli

Front 103

instrumental conditioning

Back 103

type of learning in which a behavioral response can be conditioned through reinforcement- either punishment or rewards associated with undesirable/ desirable behavior

Front 104

discriminative stimuli

Back 104

stimuli that occur solely in the presence of a reinforcer

Front 105

shaping

Back 105

process through which a desired behavior is altered over time; in small increments

Front 106

punishers

Back 106

stimuli that decrease the likelihood that a behavior will persist

Front 107

extinction

Back 107

process through which behaviors cease due to lack of reinforcements

Front 108

comprehension

Back 108

the way people cognitively assign meaning to things they encounter

Front 109

signal theory

Back 109

explains ways in which communications convey meaning beyond the explicit or obvious interpretation

Front 110

PMG

Back 110

price matching gaurantee

Front 111

physical characteristics

Back 111

tangible elements or the parts of a message that can be sensed.

Front 112

Golden selection

Back 112

a preferred ratio of objects, equal to 1.62 to 1.0

Front 113

message congruity

Back 113

extent to which a message is internally consistent and fits surrounding info

Front 114

figure

Back 114

object that is intended to capture a person's attention, the focal part of any message

Front 115

ground

Back 115

background in a message

Front 116

figure-ground distinction

Back 116

notion that each message can be can be separated into the focal point (figure) and the background (ground)

Front 117

habituation

Back 117

process by which continuous exposure to a stimulus affects the comprehension of, and response to the stimulus

Front 118

adaptive level

Back 118

level of a stimulus to which a customer has become accustomed

Front 119

dostats

Back 119

russian word that can be roughly translated as "acquiring things with great difficulty"

Front 120

multiple store theory of memory

Back 120

processing info involves three separate storage areas; sensory, work-bench (short-term) and logn-term memory

Front 121

Chunking

Back 121

a way that multiple stimuli can become one memory unit

Front 122

information intensity

Back 122

amount of info available for a consumer to process within a give time environment

Front 123

framing

Back 123

a phenomenon in which the meaning of something is influenced by the information environment

Front 124

prospect theory

Back 124

theory suggests a decision/ argument can be framed in different ways that the framing affects risk assessments consumers make

Front 125

sensory memory

Back 125

area in memory where a consumer stores things exposed to one of the 5 sense

Front 126

iconic storage

Back 126

storage of visual info in sensory memory and the idea that things are stored with a one-to-one representation with reality

Front 127

echoic storage

Back 127

storage of auditory info in sensory memory

Front 128

haptic perception

Back 128

interpretations created by the way some objects feel

Front 129

workbench memory

Back 129

short-term, where memory is processed and encoded for later use.

Front 130

chunking

chunk- single memory unit

Back 130

process of grouping stimuli by meaning so that multiple stimuli can become one memory unit

Front 131

cognitive interference

Back 131

processing capacity limited while trying to remember something and exposed to everything else

Front 132

response generation

Back 132

reconstruction of memory traces into a formed recollection of info

Front 133

semantic coding

Back 133

type of coding wherein stimuli are converted to meaning that can be expressed verbally

Front 134

memory trace

Back 134

mental path by which some thoughts become active

Front 135

ruminatino

Back 135

unintentional but recurrent memory of long ago events spontaneously triggered by something in the environment

Front 136

tag

Back 136

small piece of coded info helps w/ retrieval of knowledge

Front 137

nodes

Back 137

concepts found in an associative network

Front 138

paths

Back 138

representations of the association between nodes in an associative network

Front 139

schema

- ex: prototype represents non existing identity

Back 139

a portion of an associative network that represents a specific entity and thereby provides it with meaning

Front 140

exemplar

Back 140

concept w/in a schema that is the single best representative of some category

Front 141

script

Back 141

schema representing an event

Front 142

social schema

Back 142

cognitive representation that gives a specific type of person meaning

Front 143

social stereotype

Back 143

another word for social schema

Front 144

sentiment analysis

Back 144

sometimes called conversation analysis, automatic procedures that search social media networks for any words coded with emotional meaning

Front 145

motivations

Back 145

inner reasons or driving forces behind human actions that drive consumers to address real needs

Front 146

homeostasis

Back 146

state of equilibrium wherein the body naturally reacts in a way so as to maintain a constraint, normal bloodstream

Front 147

regulatory focus theory

Back 147

puts forward the notion that consumers orient their behavior either through a prevention or promotion focus

Front 148

Maslow's hierarchy of needs

Back 148

a theory of human motivation that describes consumers as addressing a finite set of prioritized needs

Front 149

utilitarian motivation

Back 149

drive to acquire products that can be used to accomplish something

Front 150

hedonic motivation

Back 150

drive to experience something emotionally gratifying

Front 151

consumer involvement

Back 151

degree of personal relevance in perusing value from category

Front 152

moderating variable

Back 152

variable that changes the nature of the relationship between two other variables

Front 153

product & shopping involvement

Back 153

personal relevance to category in each

Front 154

situational involvement

Back 154

temporary interest in some imminent purchase situation

Front 155

enduring involvement

Back 155

ongoing interest in some product or opportunity

Front 156

emotion

Back 156

specific psychobiological (psychological & physical) reaction to human appraisal

Front 157

visceral response

Back 157

certain feeling states tied to physical reaction

Front 158

PAD

pleasure- arousal- dominance

Back 158

self report measure to rate feelings using semantic differential items

Front 159

flow

Back 159

extremely high emotional involvement in which consumer a consumer is engrossed in an activity

highly involved consumers can obtain flow experiences, which create a lot of value

ex- facebook & gaming

Front 160

emotional effect on memory

Back 160

relatively superior recall for info presented affectively

Front 161

mood-congruent recall

Back 161

consumers will remember info better if present mood matches first memory's mood

Front 162

schema-based affect

Back 162

emotions that become stored as part of the meaning for a category (schema)

schema has high levels (+) affect, high brand equity...

Front 163

product contamination

Back 163

diminished positive feelings once handled by another consumer

Front 164

individual difference variables

Back 164

descriptions of how individual consumers differ according to specific trait patterns of behavior

Front 165

aggregation approach

Back 165

approach to studying personality in which behavior is assessed at a number of points in time

Front 166

psychoanalytic approach to personality

-Sigmund Freud

Back 166

suggests personality results from a struggle btwn inner motives and societal pressures to follow rules and expectations

id: seeking motives & immediate gratification

ego: rational, balance btwn id & super

superego: against id, matching societal norms with behavior

Front 167

value consciousness trait

Back 167

tendency of consumers to be highly focused on receiving value in their purchases

Front 168

materialism trait

Back 168

extent to which material goods have importance in a consumer's life.

Front 169

Need for cognition trait

Back 169

refers to degree to which consumers enjoy engaging in effortful cognitive info processing.

Front 170

nomothetic perspective

Back 170

variable-centered approach focuses on particular variables or traits that exist across a # of consumers

Front 171

idiographic perspective

Back 171

approach to personality that focuses on understanding the complexity of each idiv. consumer

Front 172

popular psychographic method in consumer research

Back 172

divides consumers into groups based on resources and consumer behavior motivations

Front 173

PRIZM

Back 173

popular geodemographic technique that combines demographic and behavioral info

Front 174

single-trait approach vs multi-trait approach

Back 174

approach in trait research focus on one or combination of traits

Front 175

five-factor model

Back 175

multiple trait perspective that proposes that the human personality consists of five traits: agreeableness, extroversion, openness to experience or create, conscientiousness & neurotic-ism.

Front 176

hierarchical approaches to personality

Back 176

assumes that personality traits exist at varying levels of abstraction

Front 177

psychographics

Back 177

quantitative investigation of consumer lifestyles

Front 178

geodemographic techniques

Back 178

combine data with geographic information to identify commonalities in consumption patterns of households in various regions

Front 179

demographics

Back 179

observable, statistical aspects of populations ex age, gender or income

used to locate and understand lifestyle segments

Front 180

self-congruency theory

Back 180

consumer behavior can be explained by the congruence of a consumer's self-concept & image of typical users of a focal product

when congruency becomes strong, consumers use brands to help promote consumer identities & form strong organizational indentification

Front 181

self-concept

Back 181

totality of thoughts and feelings that an individual has about himself or herself

consumers are motivated to act in accordance with their self-concept

Front 182

attitudes

Back 182

relatively enduring overall evaluations of objects, products, services, issues/ people.

Front 183

ABC approach to attitudes

Back 183

attitudes compass one's affect, behavior, beliefs

Front 184

affect

Back 184

feelings associated with objects or activities

Front 185

functional theory of attitudes

Back 185

theory of attitudes that suggests that attitudes perform four basic functions:

•utilitarian (rewards > costs)

•knowledge

•ego-defensive

Front 186

hierarchy of effects

Back 186

attitude approach suggests that affect, behavior and cognitions