Chapter 4

Question 1

consumer behavior

Answer 1

process of activities people engage in with relation to products and services to satisfy their needs

Question 2

consumer behavior steps

Answer 2

information search
evaluate alternatives
purchase and use
post purchase eval
disposal

Question 3

problem recognition

Answer 3

consumer perceives a need and gets motivated to solve the problem (difference in ideal and actual state)

Question 4

sources of problem recognition

Answer 4

• out of stock
• dissatisfied
• new products
• marketer-induced

Question 5

maslows

Answer 5

physiological
safety
social
esteem
self-actualization

Question 6

internal search

Answer 6

information retrieval tat involves past experiences or many purchase alternatives

Question 7

external search

Answer 7

seek information from internet, people, market, personal experience

Question 8

information search depends on

Answer 8

importance
effort
past experience
risk
time

Question 9

alternative evaluation

Answer 9

comparing brands- which one can solve and satisfy me

Question 10

evoked set

Answer 10

subset of all brands consumer knows about

Question 11

evaluative criteria

Answer 11

dimensions or attributes of a product used to compare alternatives

Question 12

functional consequences

Answer 12

concrete outcomes of product or service usage

Question 13

psychosocial consequences

Answer 13

abstract outcomes that are more intangible, subjective and personal

Question 14

subprocesses

Answer 14

process by which consumer attitudes are created, reinforced, and changed

Question 15

purchase intention

Answer 15

predisposition to buy a certain brand by matching purchase motives with attributes of brand considered

Question 16

brand loyalty

Answer 16

preference for a particular brand that results in its repeated purchase (recognition, preference, insistence)

Question 17

customer satisfaction

Answer 17

dissatisfaction
satisfaction
delight (above and beyond)

Question 18

cognitive dissonance

Answer 18

psychological tension experienced after a difficult purchase choice

Question 19

culture

Answer 19

complexity of learned meanings, values, norms, and customs shared by members of society

Question 20

subcultures

Answer 20

smaller segments within a culture whose beliefs set them apart from the larger cultural mainstream

Question 21

social class

Answer 21

homogeneous divisions in a society where people share similar behaviors/lifestyles

Question 22

social class

Answer 22

groups of individuals belonging to different levels of society (occupation/wealth)

Question 23

reference group

Answer 23

group whose presumed perspectives or values are being used by an individual as the basis for his or her opinions and actions

Question 24

situational determinants

Answer 24

specific situation in which consumers plan to use the product or brand directly affects their purchase behavior