Ch 11 Vocab Flashcards
Series of consumer touchpoints with a brand/firm that comprise a single consumption episode
Customer Journey
Situational characteristics related to time
Temporal Factors
Urgency to act based on some real or self-imposed deadline
Time Pressure
The days, hours, or minutes that are not obligated toward some compulsory and time-consuming activity
Discretionary (spare) time
Regularly occurring conditions that vary with the time of year
Seasonality
Cycle (level of energy) of the human body that varies within a 24-hour period
Circadian Rhythm
The ad buys that include a schedule that runs the advertisement primarily at times when customers will be most receptive to the message
Advertiming
Potentially viral electronic mechanisms that drive up virtual and real interactions between brand and consumers
Growth hacking
Wi-Fi–like systems communicating with specific devices within a defined space like inside or around the perimeter of a retail unit or signage
Near-field communication (NFC)
a set of value-producing consumer activities that directly increase the likelihood that something will be purchased
Shopping
Software capable of learning an Internet user’s preferences and automatically searching out information in selected websites and then distributing it
Smart agent software
the activities oriented toward a specific, intended purchase or purchases
Acquisitional shopping
the activities oriented toward acquiring knowledge about products
Epistemic shopping
the recreationally oriented activities designed to provide interest, excitement, relaxation, fun, social interaction, or some other desired feeling
Experiential shopping
the spontaneous activities characterized by a diminished regard for consequences, spontaneity, and a desire for immediate self-fulfillment
Impulsive shopping
the act of shopping in a city or town to which consumers must travel rather than in their own hometowns
Outshopping
Consumers seeking out retailers in a foreign country as a means of obtaining products otherwise unavailable (utilitarian value) and a novel customer experience (hedonic value)
Online outshopping
A theory that tries to explain how environmental elements can lead to near 180-degree changes in shopping orientation
Reversal theory
The overall subjective worth of a shopping activity considering all associated costs and benefits
Personal shopping value (PSV)
The worth obtained because some shopping task or job is completed successfully
Utilitarian shopping value
The worth of a shopping activity because the time spent doing the activity itself is personally gratifying
Hedonic shopping value
The retail positioning that emphasizes tangible things like a wide selection of goods, low prices, guarantees, and knowledgeable employees
Functional quality
The retail positioning that emphasizes a unique environment, exciting décor, friendly employees, and, in general, the feelings experienced in a retail place
Affective quality
The way a retail store is defined in the mind of a shopper based on the combination of functional and affective qualities
Retail personality
The consumption acts characterized by spontaneity, a diminished regard for consequences, and a need for self-fulfillment
Impulsive consumption
The shopping activity that shares some, but not all, of the characteristics of truly impulsive consumer behavior; being characterized by situational memory, a utilitarian orientation, and feelings of spontaneity
Unplanned shopping
The personality trait that represents how sensitive a consumer is to immediate rewards
Impulsivity
The tendency for consumers to inhibit outside, or situational, influences from interfering with shopping intentions
Consumer self-regulation
The consumers with a high capacity to self-regulate their behavior
Action-oriented
The consumers with a low capacity to self-regulate their behavior
State-oriented
The emotional nature of an environment or the feelings created by the total aura of physical attributes that comprise a physical environment
Atmospherics
The physical environment in which consumer services are performed
Servicescape
The appropriateness of the elements of a given environment based on their match with the place-type schema
Fit
The amount of consistency of elements with each other in a given environment
Congruity
The reference to humans’ physical and psychological processing of smells
Olfactory
The music that becomes the focal point of attention and can have strong effects on a consumer’s willingness to approach or avoid an environment
Foreground music
The music played below the audible threshold that would make it the center of attention
Background music
The density of people and objects within a given space
Crowding
A plot of an effect that does not make a straight line
Nonlinear effect
The degree to which a source’s physical appearance matches a prototype for beauty and elicits a favorable or desirous response
Source attractiveness
The capability of a salesperson to convey emotional information to shape a more valuable outcome for consumers
Emotional ability
A naturally occurring mental personal comparison of the self with a target individual within the environment
Social comparison
The situational characteristics that a consumer brings to information processing
Antecedent conditions
A memory accounting for recent spending
Mental budgeting
