Chapter 3 - Consumer Behavior Flashcards
What are the 4 situational factors that influence consumers buyer behaviour?
- Social Situations
- Time
- Reasons for the Purchase
- Mood
What are the 3 personal factors that influence consumers buyer behaviour?
- Personality and Self Concept
- Gender, Age and Stage of Life
- Lifestyle
What are the 4 psychological factors that influence consumers buyer behaviour?
- Motivation
- Perception
- Learning
- Attitude
What are the 5 societal factors that influence consumers buyer behaviour?
- Culture
- Subcultures
- Social Class
- Reference Groups & Opinion Leaders
- Family
What is ‘Atmospherics’?
Physical factors that firms can control
EX: Layout of a store, music played, lighting, temperature, smells, etc
What is ‘Self-Concept’?
How you see yourself—be it positive or negative
What is ‘Ideal Self’?
How you would like to see yourself
What are the Big Five Personality Traits?
- Openness
How open you are to new
experiences - Conscientiousness
How diligent you are - Extraversion
How outgoing or shy you
are - Agreeableness
How easy you are to get
along with - Neuroticism
How prone you are to
negative mental states
What age group are the huge markets that companies are trying to tap?
Empty nesters and baby boomers
What is ‘Psychographics’?
Combines the lifestyle traits of consumers and their personality styles with an analysis of their attitudes, activities, and values to determine groups of consumers with similar characteristics.
What one of the most widely used systems to classify people based on psychographic and what does it stand for?
The VALS framework
o Values
o Attitudes
o Lifestyles
What is ‘Selective Attention’?
The process of filtering out information based on how relevant it is to you
What is ‘Selective Retention’?
When people forget information, even if it’s quite relevant to them
What is ‘Selective Distortion’?
Misinterpretation of the intended message
What is ‘Shock Advertising’?
Using surprising stimuli
What is ‘Subliminal Advertising’?
The opposite of shock advertising and involves exposing consumers to marketing stimuli
EX: Photos, ads, and messages by stealthily embedding them in movies, ads, and other media
What is ‘Operant/Instrumental Conditioning’?
Learning occurs through repetitive behavior that has positive or negative consequences
What is ‘Classical Conditioning’?
Occurs by associating a conditioned stimulus with an unconditioned stimulus to get a particular response
What are ‘Reference Groups’?
Groups a consumer identifies with and may want to join
EX: Social groups, work groups, family, or close friends
What are ‘Dissociative Groups’?
Groups where a consumer does not want to be associated
What are ‘Opinion Leaders’?
People with expertise in certain areas. Consumers respect these people and often ask their opinions before they buy goods and services
What are ‘Low-Involvement Decisions’?
Typically, products that are relatively inexpensive and pose a low risk to the buyer if she makes a mistake by purchasing them
What is ‘Routine Response Behaviour’?
When consumers make automatic purchase decisions based on limited information or information they have gathered in the past
What is ‘Impulse Buying’?
Purchases are made with no planning or previous thought
What are ‘High-Involvement Decisions’?
Items are not purchased often but are relevant and important to the buyer. They carry a higher risk to buyers if they fail, are complex, and/or have high price tags
What is ‘Extended Problem Solving’?
They spend a lot of time comparing different aspects such as the features of the products, prices, and warranties
What is ‘Limited Problem Solving’?
Limited problem solving when they have some information about a good or service but continue to search for a little more information
- Falls somewhere between low-involvement and high-involvement decisions
What are the 6 Stages in the Buying Process?
- Need Recognition
- Search for Product Information
- Product Evaluation
- Product Choice and Purchase
- Post-purchase use and Evaluation of Product
- Disposal of the Product
What is ‘Evaluative criteria’?
Certain characteristics that are important to you
What is ‘Post-purchase Dissonance/Buyers Remorse’
Typically, occurs when a product or service does not meet your expectations
What is ‘Planned Obsolescence’?
A deliberate effort by companies to make their products obsolete, or unusable, after a period of time
