Promo Chapter 5

Front 1

consumer behavior

Back 1

activities and decision processes directly involved in obtaining, consuming, and disposing of products and services

Front 2

need state

Back 2

psychological state arising when one's desired state of affairs differs from one's actual state of affairs

Front 3

consumer decision making process

Back 3

need recognition

information search and alternative evaluation

purchase

post-purchase use and evaluation

Front 4

functional benefits

Back 4

benefits that come from a product's objective performance characteristics

Front 5

emotional benefits

Back 5

benefits not typically found in a product's tangible features or objective characteristics

Front 6

internal search

Back 6

search for product information that draws on personal experience and prior knowledge

Front 7

consideration set

Back 7

subset of brands form a product category that becomes the focal point of a consumer's evaluation

Front 8

external search

Back 8

gathering product information by visiting retail stores to examine alternatives, seeking input from friends and relatives, or perusing professional product evaluations

Front 9

evaluative criteria

Back 9

product attributes or performance characteristics on which consumers base their product evaluations

Front 10

customer satisfaction

Back 10

good feelings that come from a favorable post-purchase experience

Front 11

cognitive dissonance

Back 11

anxiety or regret that lingers after a difficult decision

Front 12

involvement

Back 12

degree of perceived relevance and personal importance accompanying the choice of a product or service in a particular context

Front 13

extended problem solving

Back 13

decision making mode in which inexperienced but highly involved consumers go through a deliberate decision making process

Front 14

limited problem solving

Back 14

decision making mode in which relatively inexperienced and uninvolved consumers are not systemic about decisions

Front 15

habit

Back 15

decision making mode in which consumers buy a single brand repeatedly as a solution to a simple consumption problem

Front 16

variety seeking

Back 16

decision making mode in which consumers switch their selection among various brands in a category in a random pattern

Front 17

Brand loyalty

Back 17

decision making mode in which consumers repeatedly choose to buy the same brand of a product to fulfill a specific need

Front 18

attitude

Back 18

overall evaluation f any object, person, or issue

varies along a continuum, such as favorable to unfavorable or positive to negative

Front 19

Brand attitudes

Back 19

summary evaluations that reflect preferences for various products or brands

Front 20

salient beliefs

Back 20

the few beliefs that are the critical determinants of an attitude

Front 21

how beliefs shape attitudes

Back 21

Front 22

multi attribute attitude models (MAAMs)

Back 22

framework and set of procedures for collecting information from consumers to assess their salient beliefs and attitudes about competiting brands

Front 23

4 MAAMs components

Back 23

evaluative criteria: attributes or performance characteristics

importance of weights: priority that a particular evaluative criteria receives

consideration set: the group of brands represents the focal point of the consumer's consideration

beliefs: the consumer's knowledge and feelings about various brands

Front 24

using MAAMs analysis

Back 24

Front 25

cognitive consistency

Back 25

maintenance or a system of beliefs and attitudes over time

Front 26

advertising clutter

Back 26

volume or similar ads for products or services that presents an obstacle to brand promotion

Front 27

stages before a brand message can have its intended effect

Back 27

consumer must:

1) pay attention to the messae

2) comprehend the message

3) accept the message as intended

4) retain the message until it is needed for a purchase decision

Front 28

selective attention

Back 28

processing of only a few messages among many encountered

Front 29

cognitive response

Back 29

thoughts that occur at the exact moment when beliefs and attitudes are being challenged by a message

Front 30

elaboration likelihood model (ELM)

Back 30

Social psychological model of the response to a persuasive communication expressing the response in terms of motivation and ability

Front 31

peripheral cues

Back 31

features of an advertisement other than the actual arguments about the brand's performance

Front 32

ELM 2 routes to attitude change

Back 32

Front 33

meaning

Back 33

what a brand message intends or conveys

Front 34

culture

Back 34

a group's characteristic ways of behaving

Front 35

types of cultural expression

Back 35

values

rituals

stratification

Front 36

rituals

Back 36

repeated behaviors that affirm, express, and maintain cultural values

Front 37

stratification (social class)

Back 37

individuals' relative standing in a social system as produced by systematic inequalities

Front 38

taste

Back 38

a generalized set or orientation to consumer preferences

Front 39

3 variables in social class

Back 39

income

occupation

education

Front 40

cultural capital

Back 40

the value that cultures place on certain consumption practices

Front 41

intergenerational affect

Back 41

choose of products based on what was set in the consumer's childhood household

Front 42

life stage

Back 42

circumstance that changes a family's consumption patterns

Front 43

celebrity

Back 43

sociological category of famous individuals who shape identify for others

Front 44

community

Back 44

group of people loosely joined by a common characteristic or interest

Front 45

Brand community

Back 45

group of consumers who feel a commonality and shared purpose grounded in or attached to consumer good or service

Front 46

advertising and social rift (revolution)

Back 46

consumers sometimes use their consumption choices to stake out a revolution (1960s)

Front 47

movement of meaning

Back 47