Ch. 5 Consumer Decision Making

Question 1

Consumer Behaviour

Answer 1

how consumers make purchase decisions and how they use and dispose of purchased goods or services; also includes the factors that influence purchase decisions and product use

Question 2

Consumer Decision-making Process

Answer 2

a five-step process used by consumers when buying goods or services

Question 3

Need Recognition

Answer 3

the result of an imbalance between actual and desired states

Question 4

Stimulus

Answer 4

any unit of input affecting one or more of the five senses: sight, smell, taste, touch, hearing

Question 5

Want

Answer 5

a particular product or service that will satisfy a need

Question 6

Internal Information Search

Answer 6

the process of recalling information stored in one’s memory

Question 7

External Information Search

Answer 7

the process of seeking information in the outside environment

Question 8

Nonmarketing-controlled Information Source

Answer 8

a product information source that doesn’t originate from the company(ies) making the product

Question 9

Marketing-controlled Information Source

Answer 9

a product information source that originates with marketers promoting the product

Question 10

Evoked Set (consideration set)

Answer 10

a group of the most preferred alternatives resulting from an information search, which a buyer can further evaluate to make a final choice

Question 11

Decision Confirmation

Answer 11

the reaffirmation of the wisdom of the decision a consumer has made

Question 12

Cognitive Dissonance

Answer 12

the inner tension that a consumer experiences after recognizing an inconsistency between behaviour and values or opinions

Question 13

Involvement

Answer 13

the amount of time and effort a buyer invests in the search, evaluation, and decision processes of consumer behaviour

Question 14

Routine Response Behaviour

Answer 14

the type of decision making exhibited by consumers buying frequently purchased, low-cost goods and services; requires little search and decision time

Question 15

Limited Decision Making

Answer 15

the type of decision making that requires a moderate amount of time for gathering information and deliberating about an unfamiliar brand in a familiar product category

Question 16

Extensive Decision Making

Answer 16

the most complex type of consumer decision making, used when considering the purchase of an unfamiliar, expensive product or an infrequently purchased item; requires the use of several criteria for evaluating options and more time for seeking information

Question 17

Culture

Answer 17

the set of values, norms, attitudes, and other meaningful symbols that shape human behaviour and the artifacts, or products, of that behaviour as they are transmitted from one generation to the next

Question 18

Value

Answer 18

the enduring belief shared by a society that a specific mode of conduct is personally or socially preferable to another mode of conduct

Question 19

Subculture

Answer 19

a homogeneous group of people who share elements of the overall culture and also have their own unique cultural elements

Question 20

Social Class

Answer 20

a group of people who are considered nearly equal in status or community esteem, who regularly socialize among themselves both formally and informally, and who share behavioural norms

Question 21

Reference Group

Answer 21

a group in society that influences an individual’s purchasing behaviour

Question 22

Primary Membership Groups

Answer 22

groups with which individuals interact regularly in an informal, face-to-face manner

Question 23

Secondary memberships Groups

Answer 23

groups with which individuals interact less consistently and more formally than with primary membership groups

Question 24

Aspirational Reference Groups

Answer 24

groups that an individual would like to join

Question 25

Norms

Answer 25

the values and attitudes deemed acceptable by a group

Question 26

Nonaspirational Reference Groups (dissociative groups)

Answer 26

groups that influence our behaviour because we try to maintain distance from them

Question 27

Opinion Leader

Answer 27

an individual who influences the opinions of others

Question 28

Socialization Process

Answer 28

the passing down of cultural values and norms to children

Question 29

Personality

Answer 29

a way of organizing and grouping the consistency of an individual’s reactions to situations

Question 30

Self-concept

Answer 30

how consumers perceive themselves in terms of attitudes, perceptions, beliefs, and self-evaluations

Question 31

Ideal Self-image

Answer 31

the way an individual would like to be

Question 32

Real Self-image

Answer 32

the way an individual actually perceives themself to be

Question 33

Lifestyle

Answer 33

a mode of living as identified by a person’s activities, interests, and opinions

Question 34

Psychological Factors

Answer 34

tools that consumers use to interact with their world, recognize their feelings, gather and analyze information, formulate thoughts and opinions, and take action

Question 35

Perception

Answer 35

the process by which people select, organize, and interpret stimuli into a meaningful and coherent picture

Question 36

Selective Exposure

Answer 36

the process whereby a consumer decides which stimuli to notice and which to ignore

Question 37

Selective Distortion

Answer 37

a process whereby consumers change or distort information that conflicts with their feelings or beliefs

Question 38

Selective Retention

Answer 38

a process whereby consumers remember only information that supports their personal feelings or beliefs

Question 39

Motives

Answer 39

driving forces that cause a person to take action to satisfy specific needs

Question 40

Maslow’s Hierarchy of Needs

Answer 40

a method of classifying human needs into five categories in ascending order of importance: physiological, safety, social, esteem, and self-actualization

Question 41

Learning

Answer 41

a process that creates changes in behaviour, immediate or expected, through experience and practice

Question 42

Belief

Answer 42

an organized pattern of knowledge that an individual holds as true about their world

Question 43

Attitude

Answer 43

a learned tendency to respond consistently toward a given object