Ch 10: Buying, Using, and Disposing

Question 1

A ____ includes a buyer, a seller, and a product or service, but also many other factors, such as the reason we want to make a purchase and how the physical environment makes us feel

Answer 1

consumption situation

Question 2

A methodology called the ____ encourages brands to map out in excruciating detail all the steps a customer takes while they interact with the company–no matter where, and no matter how trivial

Answer 2

customer journey

Question 2

the customer journey spans a variety of ____ by which the customer moves from awareness to engagement and purchase

Answer 2

touchpoints

Question 3

What are the 5 parts of the customer journey?

Answer 3

1. awareness
2. consideration
3. conversion
4. loyalty
5. advocacy

Question 4

These are the motives of:

• social experiences
• sharing of common interests
• status
• the thrill of the hunt
• group pressure

Answer 4

hedonic shopping motives

Question 5

This is the benefirts and limitations of?

Benefits: good customer service, more options, more convenient
Limitations: lack of security, fraud, actual shopping experience, shipping charges

Answer 5

E-commerce

Question 5

The obituary for bricks-and-mortar shooping appears to have been premature. We are seeing a big trand now where ____ businesses (i.e., those that only operate online) are investing in the types of physical stores they threatened to make obsolete

Answer 5

pure play

Question 5

The term ____ means that to a shopper visits a store like Best Buy to explore options for big-ticket items like TVs or appliances and then he or she finds a cheaper price for the specific model online

Answer 5

showrooming

Question 5

____ is an emerging form of e-commerce that allows an online shopper to simulate the experience of shopping with others in bricks-and-mortar store

Answer 5

social shopping

Question 5

These contribute to

• location, merchandise suitability, knowledge/congeniality of sales staff
• interior design, types o patrons, return policies

Answer 5

store image (store’s personality)

Question 5

the shopper engages in ____ when s/he experiences a sudden, unresistable urge

Answer 5

impulse buying

Question 5

The shopper engages in ____ when they are unfamiliar with a store’s layout or pehaps, s/he is under some time pressure

Answer 5

unplanned buying

Question 6

A ____ can be an elaborate product display or demonstration, a coupon-dispensing machine, or an employee who gives out free samples of a new cookie in the grocery aisle

POP

Answer 6

Point-of-purchase (POP) stimuli

Question 6

We are witnessing the rise of the ____, or what is sometimes called ____. In this business model people rent what they need rather than buying it

Answer 6

sharing economy; collaborative consumption

Question 6

doing business with other consumer rather than with companies is known as ____

Answer 6

P2P commerce (peer-to-peer)

Question 6

According to the ____, we form beliefs about product performance based on our prior experience with the product or communications about the product that imply a certain level of quality

Answer 6

expectancy disconfirmation model

Question 7

____ is an important element of consumer behavior

Answer 7

product disposal

Question 8

In ____, one consumer exchanges soething s/he owns for somethin the other person owns

Answer 8

lateral cycling