Chapter 4 Flashcards
What is consumer buyer behavior?
The buying behavior of final consumers—individuals and households that buy goods and services for personal consumption
What are consumer markets?
Markets made up of all the individuals and households that buy or acquire goods and services for personal consumption
Name the three major parts of the model of buyer behavior.
The environment, Buyer’s black box, Buyer responses
What are the two categories of ‘The environment’ in the model of buyer behavior?
Marketing stimuli, Other
List the components of ‘Marketing stimuli’ in the environment of the model of buyer behavior.
Product, Price, Place, Promotion
List the components of ‘Other’ in the environment of the model of buyer behavior.
Economic, Technological, Social, Cultural
Name the two components of the ‘Buyer’s black box’ in the model of buyer behavior.
Buyer’s characteristics, Buyer’s decision process
List the components of ‘Buyer responses’ in the model of buyer behavior.
Buying attitudes and preferences, Purchase behavior: what the buyer buys, when, where, and how much, Brand engagements and relationships
What are the stages of the buyer decision process?
Need recognition, Information search, Evaluation of alternatives, Purchase decision, Postpurchase behavior
What is need recognition?
The first stage of the buyer decision process, in which the consumer recognizes a problem or need triggered by internal or external stimuli.
Name two types of stimuli that can trigger need recognition.
Internal stimuli, External stimuli
What is information search?
The stage of the buyer decision process in which the consumer is motivated to search for more information.
Name four sources of information consumers use during the information search stage.
Personal sources, Commercial sources, Public sources, Experiential sources
What is alternative evaluation?
The stage of the buyer decision process in which the consumer uses information to evaluate alternative brands in the choice set.
What is purchase decision?
The buyer’s decision about which brand to purchase.
Name two factors that can cause purchase intention to not be the purchase decision.
Attitudes of others, Unexpected situational factors
What is postpurchase behavior?
The stage of the buyer decision process in which consumers take further action after purchase, based on their satisfaction or dissatisfaction.
When are customers satisfied?
When perceived performance of the product meets their expectations.
When are customers delighted?
If perceived performance is beyond their expectations.
