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14 Cards in this Set
- Front
- Back
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Define Consumer Behaviour |
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What are the two basic paradigims in CB? |
1. Cognitive/affective (information processing - thoughts and attitudes and experimental - moods and emotions)
2. Behavioural approach (reinforcement and habit) |
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What are the 3 types of consumer decisions? |
1. Habitual decision making
2. Limited problem solving
3. Extended problem solving |
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Define Framing |
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List the stages in consumer decision making |
1. Problem recognition 2. Information search 3. Evaluation of Alternative 4. Product Choice 5. Outcomes |
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List the issues related to post purchase outcomes/processes |
1. Satisfaction 2. Loyalty 3. Perceptions of quality 4. Product Disposal |
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List the issues related to purchase and post purchase activities |
1. Situational and Individual Characteristics 2. Purchase Environment 3. Post Purchase Processes |
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List issues related to situational and individual characteristics |
1. Physical surroundings 2. Social surroundings 3. Temporal 4. Antecedent states 5. Task definition 6. Shopping orientation |
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List issues related to the purchase environment |
1. The shopping experience 2. Point of purchase stimuli 3. Sales interaction |
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What are the customer expectation zones? |
1. abandonment (extremely discrepant expectations of company) 2. alteration (unrealistic expectations of company) 3. accommodation (realistic expectations of company) |
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Define Motivation |
The processes that lead people to behave as they do. Can be described in terms of strength and direction. Occurs when need arises that a consumer wishes to satisfy. |
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Define utilititarian need |
Provides functional or practical benefit |
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Define hedonic need |
an experiental need involving emotional responses or fantasies |
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