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Consumer Behaviour > Chapter 10 > Flashcards

Chapter 10 Flashcards

1
Q

What is Expectancy disconfirmation model?

A

Consumers form beliefs of product quality based on prior performance

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2
Q

What are the three issues related to purchase and post purchase activity?

A

Antecdent States - situational factors, usage contexts, time pressure
Purchase Environment - Point of purchase stimuli, shopping experience, sales interactions
Post Purchase Process - customer satisfaction, product disposal

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3
Q

Situational effects can be _________ or _________

A

behavioural or perceptual

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4
Q

Situational Self Image?

A

Who am I right now?

Identifying usage situations

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5
Q

Usage Contexts

A

Your preference of item for a specific use such as asking yourself- What beverage would you prefer to consume in the following usage situations:
Friday afternoon after your last exam.
With your parents at lunch.

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6
Q

Physical and Social Surroundings affects a consumer’s _______ for ________ and ___________

A

Motives, Product usage, Product Motivation

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7
Q

What does a large number of people create?

A

Arousal

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8
Q

How do we interpret arousal?

A

density vs crowding

Type of customers patrons matter

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9
Q

What are some Physical Surroundings examples?

A

Blue is superior to red in terms of generating positive outcomes for both the retailer and the consumer.

One study found that a floral-scented environment increased sales of Nike shoes.

Another study found that music, particularly music that the audience liked increased their positive perception of how long a wait for a service was.

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10
Q

Time Styles

A

Consumers try to maximize satisfaction by dividing time among tasks

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11
Q

Time poverty

A

The feeling of being pressed for time

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12
Q

Economic Time

A

Looking at time as an economic variable that must be divided among activities

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13
Q

Psychological time

A

Consumers’ perception of time

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14
Q

Good times for ads

A

occasion/leisure times and time to kill

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15
Q

Bad times for ads

A

: flow and deadline times

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16
Q

Queuing theory:

A

mathematical study of waiting lines

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17
Q

Waiting for product = ________

Too much waiting = ______

A

Good quality, negative feelings

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18
Q

Antecedent states

A

Mood/physiological condition influences what we buy and how we evaluate product

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19
Q

The two dimensions that determine whether a shopper will react positively or negatively to a store environment are

A

Pleasure and arousal

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20
Q

Mood congruency

A

Mood biases judgments of products/services

Moods are affected by store design, music, TV programs

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21
Q

Social motives to shopping are important such as if a shopper shops for ______ or ______ reasons

A

utilitarian or hedonic reasons

22
Q

Women shop to _____ and Men shop to ______

A

Love, Win

23
Q

Hedonic reasons to shopping include:

A

Social experiences - people meet at shopping center to socialize and spend their leisure time

Sharing of common interests- stores offer specialized goods that allow people with common interests to communicate

Interpersonal attraction- central place to hangout (teenagers hanging out at mall for example)

Instant status- feeling important by being recognized by sales people for example

The thrill of the hunt- shoppers that pride themselves on their knowledge of the marketplace

24
Q

List the 5 Shopping orientations

A

Economic - rational, goal oriented shopper, maximizing value of money

Personalized Consumer - Forms strong attachments to store personnel

Ethical Consumer - Helps the underdog by supporting local

Apathetic Consumer - does not like shopping, sees it as a chore

Recreational Shopper - views shopping as a social fun activity

25
Q

What are some benefits of E-commerce

A

Good customer service, technology value allows for short runs of products, other services
“See it On” virtual service
pretailing - high fashion items by probing manufactures to create items that would otherwise not be created

26
Q

What are some limitations of E- commerce

A

Security/identity theft concerns, actual shopping experience, large delivery/return shipping charges

27
Q

Retailing as Theater

A

Malls trying to gain the loyalty of shoppers by appealing to their social motives as well as providing access to desired goods

28
Q

Store image

A

Personality of the store

29
Q

What are some influences of store image

A

Location + merchandise suitability + knowledge/congeniality of sales staff

30
Q

What are the 4 factors in overall evaluation of a store

A

Interior design
Types of patrons
Return policies
Credit availability

31
Q

Define: Atmospherics

A

Conscious designing of space and dimensions to evoke certain effects in buyers

32
Q

What are some aspects that affect atmospherics?

A

Colours/lighting, scents, and sounds/music affect time spent in store as well as spending habits

33
Q

What are some examples of atmospherics and list the response they provoke

A

Bright flat lighting = more clothing sales
Loud fast music = eat more
Slow melancholic music = drink more

34
Q

Spontaneous shopping consists of:

A

Unplanned buying: Reminded to buy something

Impulse buying: Sudden, irresistible urge to buy

35
Q

Point-of-purchase (POP) stimuli

A

Product display or demonstration that draws attention

36
Q

What are some POP examples

A

Coors Light sport labels that turn blue when the beer is chilled
Unilever sells Axe shower gel in bottles shaped like joysticks
Apple uses great in store displays that allow consumers to get a first hand feel of their products

37
Q

POP: Can be an elaborate_______ or _________, a coupon-dispensing machine, or even someone giving out free samples

A

Product Display, demonstration

38
Q

Exchange theory

A

Every interaction involves an exchange of value

39
Q

What values do customers look for in a sales interaction?

A

Expertise, likeability
Incidental similarity
Commercial friendship

40
Q

What are some ways that IT has disrupted customer service?

A

Call centres use activated response systems that do not satisfy the customer

A custom-made guitar was destroyed on an airplane and no compensation offered until the Canadian musician posted a video song on You Tube

41
Q

Postpurchase satisfaction or dissatisfaction (CS/D) is determined by….

A

attitude about a product after purchase

42
Q

What are the three ways that customers can act on dissatisfaction?

A

Voice response: Appeal to retailer directly
Private response: Express dissatisfaction to friends or boycott store
Third-party response: legal action

43
Q

78% of customers are willing pay more for products if they experience_____________

A

great customer service!

44
Q

Total Quality Management

A

How people actually interact with their environment in order to identify potential problems

45
Q

Going to the Gemba:

A

One true source of information

46
Q

Transumers

A 
Enjoy the benefits of the product when needed, but to not have to worry about:
Initial capital cost
Maintaining and storing the product
Disposal issues
EX. Car2Go, ZipCar
47
Q

Strong product attachment = _________

A

painful disposal process!

48
Q

What are the three disposal options?

A

Keep old item
Temporarily dispose of it
Permanently dispose of it

49
Q

Ease of product disposal is now a key product ___________

A

attribute to consumers

50
Q

What are some reasons for product replacement?

A

Desire for new features
Change in consumer’s environment
Change in consumer’s role/self-image

51
Q

Lateral Cycling

A

Already purchased products are sold to others or exchanged for still other things
EX flea markets, garage sales, classified ads

52
Q

The internet has _________ lateral cycling

A

revolutionized

Consumer Behaviour (6 decks)

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