Chapter 4 Flashcards
affective component
A component of attitude that reflects what a person feels about the issue at hand/ his or her dislike about something.
attitude
A person’s enduring evaluation of his or her feelings about and behavioural tendencis toward an object or idea; consists of three components: cognitive, affective, and behavioural.
behavioural component
A component of attitude than comprise the actions a person takes with regards to the issue at hand.
cognitive component
A component of attitude that reflects what a person believes to be true.
compensatory decision rule
Is at work when the consumer is evaluating alternatives and trades off one characteristic against another, such that good characteristics compensate for bad ones.
consumer decision rules
The set of criteria consumers use consciously or subconsciously to quickly and efficiently select from among several alternatives.
decision heuristics
Mental shortcuts that help consumers narrow down choices; examples include price, brand and product presentation.
determinant attributes
Product or service features that are important to the buyer and on which competing brands or stores are perceived to differ.
esteem needs
Allow people to satisfy the inner desires.
evaluative criteria
Consist of a set of salient, or important, attributes about a particular product that are use to compare alternative products.
evoked set
include only the brand that customers consider when taking a purchase decision.
extended problem solving
A purchase decision process during which the consumer devotes considerable time and effort to analyzing alternatives; often occurs when the consumer perceives that the purchase decision entails a great deal of risk.
external locus of control
Refers to when a customer believes that fate or other external factors control all outcomes.
external search for information
Occurs when the buyer seeks information outside his or her personal knowledge base to help make the buying decision.
financial risk
Risk associated with a monetary outlay; includes the initial cost of the purchase, as well as the cost of using the item or service.
functional needs
Pertain to the performance of a product or service.
habitual decision making
A purchase decision process in which consumers engage with little conscious effort.
impulse buying
A buying decision made by customers on the spot when they see a merchandise.
internal locus of control
Refers to when consumers believe they have some control over the outcomes of their actions, in which case, they generally engage in more search activities.
internal search of information
Occurs when the buyer examines his or her own memory and knowledge about the product or service, gathered through past experiences.
involvement
The consumer’s degree of interest in or concern about the product or service.
learning
Refers to a change in a person’s thought process or behavior that arises from experience and take place throughout the consumer decision process.
lifestyle
Refers to the way consumers spend their time and money.
limited problems solving
Occurs during a purchase decision that calls for, at most, a moderate amount of effort and time.
love (social) needs
Refers to our interactions with each other.
motive
A need or want that is strong enough to cause the person to seek satisfaction.
need recognition
The beginning of the consumer decision process; occurs when consumers recognize they have an unsatisfied need and want to go from their needy state to a different, desired state.
negative word-of-mouth
Occurs when consumers spread negative information about a product, service, or store to others.
noncompensatory decision rule
Is at work when consumers choose a product or service on the basis of a subset of its characteristics, regardless of the values of its attributes.
perception
The process by which people select, organize, and interpret information to form a meaningful picture of the world.
performance risk
Involves the perceived danger inherent in a poorly performing product or service.
physiological needs
Relates to the basic biological necessities of life: food, drink, rest, and shelter.
physiological risk
Risk associated with the fear of an actual harm should the product not perform properly.
postpurchase dissonance
An internal conflict that arises from an inconsistency between two beliefs, or between beliefs and behavior; buyer’s remorse.
psychological needs
Pertain to the personal gratification consumers associate with a product or service.
psychological risk
Associated with the way people will feel if the product or service does not convey the right image.
reference group
One or more persons an individual uses as a basis for comparison regarding beliefs, feelings, and behaviors.
retrieval sets
Consist of those brands or stores that can be readily brought forth from memory.
safety needs
Pertain to protection and physical well-being.
self-actualization
Occurs when you feel completely satisfied with your life and how you live.
situational factors
Factor affecting the consumer decision process; those that are specific to the purchase and shopping situation and temporal state that may override, or at least influence, psychological and social issues.
social risk
Involves the fear that consumers suffer when they worry that others might not regard their purchases positively.
specialty goods/services
Products or services towards which the customers shows a strong preference and for which he or she will expend considerable effort to search for the best suppliers.
