Consumer Buying Behavior (Ch 4)
Terms
undefined, object
copy deck
- What is the consumer decision-making process?
- AN attempt on the part of marketing professionals to bring some structure to the process of buy, use, and disguard
- What is consumer behavior?
- The mental and emotional processes and the physical activities that people engage in when they select, purchase, use, and dispose of products or services to satisfy particular needs.
- What does an internal search involve?
- A review of information stored in memory.
- What does an external search involve?
- Gathering information from marketing sources.
- What is the involvement in decision making?
- The level of importance or interest generated by a product or a decision.
- What are high involvement decisions characterized by?
- High levels of importance, thorough information processing, and substantial differences between alternatives.
- What are low-involvement decisions?
- When relatively little personal interest, relevance, or importance is associated with a purchase
- What is extensive problem solving involve?
- Considerable mental effort and substantial search for information.
- What is limited problem solving?
- An intermediate situation between routinized response behavior and extensive problem solving.
- What are consumer attitudes?
- Learned predispositions to respond favorably or unfavorably to a product or brand.
- What is culture?
- The values, ideas, attitudes, and symbols that people adopt to communicate, interpret, and interact with members of society.
- What is socialization?
- The process of absorbing culture.
- What are values?
- Shared beliefs or cultural norms about what is important or right.
- What are social classes?
- Relatively homogeneous divisions within a society that contain people with similar values, needs, lifestyles, and behavior.
- What is the family life style?
- The sequence of steps a family goes through.
- What are the three kinds of consumer complaints?
-
1. voice responses(seeking satisfaction directly from seller)
2. private responses(bad-mouthing to friends)
3. third party responses(taking legal actions) - What is cognative dissonance?
- A form of post purchase doubt about the appropriateness of a decision.
- What are three interpersonal influence processes?
-
Informational
Utilitarian
Value-expressive
Normative - What are market mavens?
- Consumers who know about many different products,places to shop, and other facts of the market.
- What are opinion leaders?
- People who influence consumer behavior through word of mouth communications.
- What are psychographics?
- They divide a market into lifestyle segments on the basis of consumer interests, values, opinions, personality, characteristics, attidudes and demographics.