Chapter 5

Question 1

Consumer behaviour

Answer 1

Actions that a person takes in purchasing and using products and services, including the mental and social processes that precede and follow these actions

Question 2

Purchase decision process

Answer 2

The stages a buyer goes through in marking choices about which products and services to buy

Question 3

Evaluative criteria

Answer 3

Factors that represent both the objective attributes of a brand (such as display screen) and the subjective ones (brand prestige) you use to compare different priducts and brands

Question 4

Consideration Set

Answer 4

The group of brands that a consumer would consider acceptable from among all the brands of which he or she is aware

Question 5

Cognitive dissonance

Answer 5

Feeling of post-purchase psychological tension or anxiety

Question 6

Involvement

Answer 6

The personal, social, and economic significance of the purchase to the consumer

Question 7

Situational influences

Answer 7

Conditions that have an impact on your purchase decision process: 1. the purchase task 2. Social surrounding. 3 physical surroundings 4. temporal effects 5. antecedent states.

Question 8

motivation

Answer 8

The energizing force that causes behaviour that satisfies a need

Question 9

Personality

Answer 9

A person’s consistent behaviours or responses to recurring situations

Question 10

National Character

Answer 10

A distinct set o personality characteristics common among people from a country or society

Question 11

Self Concept

Answer 11

The way people see themselves and the way they believe others see them

Question 12

Perception

Answer 12

The process by which an individual selects, organizes and interprets info to create a meaningful picture of the world

Question 13

subliminal perception

Answer 13

Means that you see or hear messages without being aware of them

Question 14

perceived risk

Answer 14

The anxiety felt because the consumer cannot anticipate the outcomes of a purchase but believes that there may be negative consequences

Question 15

Learning

Answer 15

Those behaviours that result from 1. repeated experience and 2. Thinking

Question 16

brand loyalty

Answer 16

A favourable attitude toward and consistent purchase of a single brand over time

Question 17

values

Answer 17

Personally or socially preferable modes of conduct or states of existence that are enduring

Question 18

beliefs

Answer 18

A consumer’s subjective perception of how well a product or brand performs on different attributes

Question 19

attitude

Answer 19

A learned predisposition to respond to an object or class of objects in a consistently favourable or unfavourable way

Question 20

lifestyle

Answer 20

A mode of living that is identified by how people spend their time and resources what they consider important in their environment and what they think of themselves and the world around them

Question 21

opinion leaders

Answer 21

Those knowledgeable about users of particular products and services and so their opinions influence other’s choices

Question 22

word of mouth

Answer 22

The influencing of people during conversations

Question 23

buzz marketing

Answer 23

Popularity created by consumer word of mouth

Question 24

viral marketing

Answer 24

The online version of word of mouth involving the use of messages “infectious’ enough that consumers wish to pass them along to others through online communication

Question 25

reference groups

Answer 25

People to whom an individual looks as a basis for self-appraisal or as a source of personal standards

Question 26

brand community

Answer 26

A specialized group of consumers with a structured set of relationships involving a particular brand, fellow customers of that brad, and the product in use

Question 27

consumer socialization

Answer 27

The process by which people acquire the skills, knowledge, and attitudes necessary to function as consumers

Question 28

family life cycle

Answer 28

The distinct phases that a family progresses through from formation to retirement, each phase bringing with it identifiable purchasing behaviours

Question 29

social class

Answer 29

The relatively permanent, homogeneous divisions in a society into which people sharing similar values, lifestyles, interests and behaviour can be grouped

Question 30

subcultures

Answer 30

Subgroups within the larger, or national, culture with unique values, ideas and attitudes