Ch 4 - Consumer Buying Behavior (B2C)

Question 1

need recognition

Answer 1

beginning of consumer decision process; occurs when consumers recognize they have an unsatisfied need and want to go fro their needy state to a different, desired state

Question 2

functional needs

Answer 2

pertain tot he performance of a product or service

Question 3

psychological needs

Answer 3

pertain to the personal gratification consumers associate with a product or service

Question 4

internal search for information

Answer 4

occurs when buyer examines his or her own memory and knowledge about product or service, gathered through past experiences

Question 5

external search for information

Answer 5

occurs when buyer seeks information outside his or her personal knowledge base to help make the buying decision

Question 6

internal locus of control

Answer 6

refers to when consumers believe they have some control over outcomes of their actions, in which case they generally engage in more search activities

Question 7

external locus of control

Answer 7

refers to when consumers believe that fate or other external factors control all outcomes

Question 8

performance risk

Answer 8

involves perceived danger inherent in a poorly performing product or service

Question 9

financial risk

Answer 9

risk associate with a monetary outlay; includes the initial cost of the purchase, as well as the costs of using the item or service

Question 10

social risk

Answer 10

involves the fears that consumers suffer when they worry others might not regard their purchases positively

Question 11

physiological risk

Answer 11

risk associated with fear of an actual harm should the product not perform properly

Question 12

psychological risk

Answer 12

associated with way people will feel if the product or service does not convey the right image

Question 13

evaluative criteria

Answer 13

consist of set of salient, or important attributes about a particular product that are used to compare alternative products

Question 14

determinant attributes

Answer 14

product or service features that are important tot he buyer and on which competing brands or stores are perceived to differ

Question 15

consumer decision rules

Answer 15

set of criteria consumers use consciously or subconsciously to quickly and efficiently select from among several alternatives

Question 16

compensatory decision rule

Answer 16

is at work when consumer is evaluating alternatives and trades off one characteristic against another, such that good characteristics compensate for bad ones

Question 17

noncompensatory decision rule

Answer 17

is at work when consumers choose product or service on basis of subset of its characteristics, regardless of values of its other attributes

Question 18

decision heuristics

Answer 18

mental shortcutes that help consumers narrow down choices, examples include price, brand, product presentation

Question 19

ritual consumption

Answer 19

refers to pattern of behaviors tied to life events that affect what and how people consumer

Question 20

postpurchase dissonance

Answer 20

internal conflict that arises from inconsistency between two beliefs or between beliefs and behavior; buyer’s remoerse

Question 21

negative word of mouth

Answer 21

occurs when consumers spread negative information about product, service, or store to others

Question 22

motive

Answer 22

need or want strong enough to cause person to seek satisfaction

Question 23

physiological needs

Answer 23

relate to basic biologicla necessities of life

Question 24

safety needs

Answer 24

pertain to protection and physical well being, ex. vitamins, burglar alarms

Question 25

love (social) needs

Answer 25

relate to interactions with others, ex. greeting card, makeup

Question 26

esteem needs

Answer 26

allow people to satisfy inner desires, ex. books, yoga

Question 27

self actualization

Answer 27

occurs when you feel completely satisfied with your life and how you live

Question 28

attitude

Answer 28

person’s enduring evaluation of his or her feelings about and hevioural tendencies toward an object or ide; consists of three components: cognitive, affective, behavioral

Question 29

cognitive component

Answer 29

component of attitude reflecting what person believes to be true

Question 30

affective component

Answer 30

component of attitude reflects what person feels about issue - his like or dislike

Question 31

behavioural component

Answer 31

component of attitude comprises actions person takes with regard to issue at hand

Question 32

perception

Answer 32

process by which people select, organize, and interpret information to form meaningful picture of world

Question 33

learning

Answer 33

refers to change in person’s though process or behavior arises from experience and takes place throughout consumer decision process

Question 34

lifestyle

Answer 34

refers to way consumers spend time and money

Question 35

reference group

Answer 35

one or more persons an individual uses as basis for comparison regarding beliefs, feelings, and behaviors

Question 36

situational factors

Answer 36

factors affecting consumer decision process; those that are specific to purchase and shopping situation and temporal state that may override, or at least influence, psychological and social issues

Question 37

involvement

Answer 37

consumer’s degree of interest or concern in product or service

Question 38

extended problem solving

Answer 38

purchase decision process during which consumer devotes considerable time and effort to analyze alternatives; often occurs when consumer percives that purchase decision entails great deal of risk

Question 39

limited problem solving

Answer 39

occurs during purchase decision that calls for, at most, moderate amount of effort/time

Question 40

impulse buying

Answer 40

buying decision made by customers on spot when they see merchandise

Question 41

habitual decision making

Answer 41

purchase decision process in which consumers engage with little conscious effort