Chapter 4: Consumer Behavior

Question 1

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

Answer 1

Consumer Behavior

Question 2

factors that compel a consumer to take a particular action

Answer 2

Motives

Question 3

lower-level physiological and safety needs must be satisfied before higher-order needs become meaningful

Answer 3

Hierarchy of Needs

Question 4

face-to-face situations in which an interview asks a consumer to talk freely in an unstructured interview using specific questions designed to obtain insights into their motives, ideas, or opinions

Answer 4

In-depth Interviews

Question 5

efforts designed to gain insights into consumers’ values, motives, attitudes, or needs that are difficult to express or identify by having them project these internal states upon some external object

Answer 5

Projective Techniques

Question 6

a technique in which an individual is asked to respond with the first thing that comes to mind when they are presented with a stimulus

Answer 6

Association Tests

Question 7

a small number of people with similar backgrounds and/or interests who are brought together to discuss a particular product, idea, or issue

Answer 7

Focus Group

Question 8

information retrieval that involves recalling past experiences and information regarding various purchases

Answer 8

Internal Search

Question 9

seeking information from external sources (internet, friend, personal experience)

Answer 9

External Search

Question 10

receiving, selecting, organizing, and interpreting information to create meaningful picture of the world

Answer 10

Perception

Question 11

subset of all brands of which consumer is aware of

Answer 11

Evoked Set

Question 12

dimensions or attributes of a product that are used to compare different alternatives (viewed as product or service attributes)

Answer 12

Evaluative Criteria

Question 13

concrete outcomes of product or service usage (tangible and directly experienced by consumers)

Answer 13

Functional Consequences

Question 14

abstract outcomes that are more intangible, subjective, and personal

Answer 14

Psychosocial Consequences

Question 15

beliefs concerning specific attributes

Answer 15

Salient Beliefs

Question 16

combining product knowledge, meanings and beliefs to evaluate alternatives

Answer 16

Integration Processes

Question 17

simplified decision rules customers use for purchase decisions

Answer 17

Heuristics

Question 18

selection is made on basis of overall impression or emotion towards product (buy the product you like)

Answer 18

Affect Referral Decision Rule

Question 19

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

Answer 19

Purchase Intention

Question 20

preference for a particular brand that results in repeated purchases

Answer 20

Brand Loyalty

Question 21

psychological tension experienced after a difficult purchase choice

Answer 21

Cognitive Dissonance

Question 22

based on the stimulus-response orientation, learning occurs as result of responses to external stimuli in the environment

Answer 22

Behavioral Learning Theory

Question 23

learning is an associative process with existing relationship between a stimulus and a response

Answer 23

Classical Conditioning

Question 24

learning occurs when individual actively operates or acts on some aspect of the environment

Answer 24

Operant Conditioning

Question 25

reward or favorable consequence associated with a particular response

Answer 25

Reinforcement

Question 26

reinforcement of successive acts that lead to desired behavior pattern or response

Answer 26

Shaping

Question 27

group whose presumed perspectives or values are being used by an individual as basis for judgements, opinions, and actions (associative, aspirational, or dissociative)

Answer 27

Reference Groups