Ch 4 - Consumer Buying Behavior (B2C) Flashcards
need recognition
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
functional needs
pertain tot he performance of a product or service
psychological needs
pertain to the personal gratification consumers associate with a product or service
internal search for information
occurs when buyer examines his or her own memory and knowledge about product or service, gathered through past experiences
external search for information
occurs when buyer seeks information outside his or her personal knowledge base to help make the buying decision
internal locus of control
refers to when consumers believe they have some control over outcomes of their actions, in which case they generally engage in more search activities
external locus of control
refers to when consumers believe that fate or other external factors control all outcomes
performance risk
involves perceived danger inherent in a poorly performing product or service
financial risk
risk associate with a monetary outlay; includes the initial cost of the purchase, as well as the costs of using the item or service
social risk
involves the fears that consumers suffer when they worry others might not regard their purchases positively
physiological risk
risk associated with fear of an actual harm should the product not perform properly
psychological risk
associated with way people will feel if the product or service does not convey the right image
evaluative criteria
consist of set of salient, or important attributes about a particular product that are used to compare alternative products
determinant attributes
product or service features that are important tot he buyer and on which competing brands or stores are perceived to differ
consumer decision rules
set of criteria consumers use consciously or subconsciously to quickly and efficiently select from among several alternatives
compensatory decision rule
is at work when consumer is evaluating alternatives and trades off one characteristic against another, such that good characteristics compensate for bad ones
noncompensatory decision rule
is at work when consumers choose product or service on basis of subset of its characteristics, regardless of values of its other attributes
decision heuristics
mental shortcutes that help consumers narrow down choices, examples include price, brand, product presentation
ritual consumption
refers to pattern of behaviors tied to life events that affect what and how people consumer
postpurchase dissonance
internal conflict that arises from inconsistency between two beliefs or between beliefs and behavior; buyer’s remoerse
negative word of mouth
occurs when consumers spread negative information about product, service, or store to others
motive
need or want strong enough to cause person to seek satisfaction
physiological needs
relate to basic biologicla necessities of life
safety needs
pertain to protection and physical well being, ex. vitamins, burglar alarms
love (social) needs
relate to interactions with others, ex. greeting card, makeup
esteem needs
allow people to satisfy inner desires, ex. books, yoga
self actualization
occurs when you feel completely satisfied with your life and how you live
attitude
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
cognitive component
component of attitude reflecting what person believes to be true
affective component
component of attitude reflects what person feels about issue - his like or dislike
behavioural component
component of attitude comprises actions person takes with regard to issue at hand
perception
process by which people select, organize, and interpret information to form meaningful picture of world
learning
refers to change in person’s though process or behavior arises from experience and takes place throughout consumer decision process
lifestyle
refers to way consumers spend time and money
reference group
one or more persons an individual uses as basis for comparison regarding beliefs, feelings, and behaviors
situational factors
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
involvement
consumer’s degree of interest or concern in product or service
extended problem solving
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
limited problem solving
occurs during purchase decision that calls for, at most, moderate amount of effort/time
impulse buying
buying decision made by customers on spot when they see merchandise
habitual decision making
purchase decision process in which consumers engage with little conscious effort
