Chapter 5 - Consumer Behaviour Flashcards

1
Q

What are the 5 steps in the consumer buying process

A
  1. Need recognition
  2. Information search
  3. Alternative evaluation
  4. Purchase
  5. Postpurchase
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2
Q

What does the consumer buying process mode represent?

A

The steps consumers go through before, during and after purchases

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3
Q

What is a functional need?

A

Functional needs pertain to the performance of a product

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4
Q

What is a psychological need?

A

Psychological needs pertain to the personal gratification consumers associate with a product/service

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5
Q

What 3 factors affect information search?

A
  1. Perceived benefits vs. cost
  2. Locus of control
  3. Actual/perceived risk
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6
Q

What are the three possible postpurchase outcomes?

A

Customer satisfaction
Postpurchase dissonance
Customer loyalty

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7
Q

What is customer satisfaction?

A

The consumers expectations vs reality of the product/service

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8
Q

Explain postpurchase dissonance

A

When a consumer questions the appropriateness of a purchase

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9
Q

Why is customer loyalty important to a firm?

A

These customers constantly go back to purchase more from the company

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10
Q

What are the 4 factors that affect the consumer decision process?

A

Marketing mix
Psychological factors
Situational factors
Social factors

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11
Q

How does involvement influence a consumers decision process?

A

Consumers make two types of buying decisions depending on their level of involvement.

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12
Q

What are the two types of buying decisions and their level of involvement

A

Extended problem solving - high involvement

Limited problem solving - low involvement

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