Chapter 7

Question 1

Buying Behavior

Answer 1

The decision processes and actions of people involved in buying and using products.

Question 2

Consumer Buying Behavior

Answer 2

The decision processes and purchasing activities of people who purchase products for personal or household use and not for business purposes.

Question 3

Consumer Buying Decision Process

Answer 3

A five-stage purchase decision process that includes problem recognition, information search, evaluation of alternatives, purchase, and post-purchase evaluation.

Question 4

Internal Search

Answer 4

An information search in which buyers search their memories for information about products that might solve their problem.

Question 5

External Search

Answer 5

An information search in which buyers seek information from sources other than their memories.

Question 6

Consideration Set

Answer 6

A group of brands within a product category that a buyer views as alternatives for possible purchase.

Question 7

Evaluative Criteria

Answer 7

Objective and subjective product characteristics that are important to a buyer.

Question 8

Cognitive Dissonance

Answer 8

A buyer’s doubt shortly after a purchase about whether the decision was the right one.

Question 9

Situational Influences

Answer 9

Influences that result from circumstances, time, and location that affect the consumer buying decision process.

Question 10

Psychological Influences

Answer 10

Factors that in part determine people’s general behavior; thus influencing their behavior as consumers.

Question 11

Perception

Answer 11

The process of selecting, organizing, and interpreting information inputs to produce meaning.

Question 12

Information Inputs

Answer 12

Sensations received through sight, taste, hearing, smell, and touch.

Question 13

Selective Exposure

Answer 13

The process by which some inputs are selected to reach awareness and others are not.

Question 14

Selective Distortion

Answer 14

An individual’s changing or twisting of information that is inconsistent with personal feelings or beliefs.

Question 15

Selective Retention

Answer 15

Remembering information inputs that support personal feelings and beliefs and forgetting inputs that do not.

Question 16

Motive

Answer 16

An internal energizing force that directs a person’s behavior toward satisfying needs or achieving goals.

Question 17

Maslow’s Hierarchy of Needs

Answer 17

The five levels of needs that human seek to satisfy, from most to least important.

Question 18

Patronage Motives

Answer 18

Motives that influence where a person purchases products on a regular basis.

Question 19

Learning

Answer 19

Changes in an individual’s thought processes and behavior caused by information and experience.

Question 20

Attitude

Answer 20

An individual’s enduring evaluation of feelings about and behavioral tendencies toward an object or idea.

Question 21

Attitude Scale

Answer 21

A means of measuring consumer attitudes by gauging the intensity of individual’s reactions to adjectives, phrases, or sentences about an object.

Question 22

Personality

Answer 22

A set of internal traits and distinct behavioral tendencies that result in consistent patterns of behavior in certain situations.

Question 23

Self-Concept

Answer 23

A perception or view of oneself.

Question 24

Lifestyle

Answer 24

An individual’s pattern of living expressed through activities, interests, and opinions.

Question 25

Level of Involvment

Answer 25

An individual’s degree of interest in a product and the importance of the product for that person.

Question 26

Routinized Response Behavior

Answer 26

A consumer problem-solving process used when buying frequently purchased, low-cost items that require very little search-and-decision effort.

Question 27

Limited Problem Solving

Answer 27

A consumer problem-solving process used when purchasing products occasionally or needing information about an unfamiliar brand in a familiar product category.

Question 28

Extended Problem Solving

Answer 28

A consumer problem-solving process employed when purchasing unfamiliar; expensive, or infrequently bought products.

Question 29

Impulse Buying

Answer 29

An unplanned buying behavior resulting from a powerful urge to buy something immediately.

Question 30

Social Influences

Answer 30

The forces other people exert on one’s buying behavior.

Question 31

Roles

Answer 31

Actions and activities that a person in a particular position is supposed to perform based on expectations of the individual and surrounding persons.

Question 32

Customer Socialization

Answer 32

The process through which a person acquires the knowledge and skills to function as a consumer.

Question 33

Reference Group

Answer 33

A group that a person identifies with so strongly that he or she adopts the values, attitudes, and behavior of group members.

Question 34

Opinion Leader

Answer 34

A member of an informal group who provides information about a specific topic to other group members.

Question 35

Social Class

Answer 35

An open group of individuals with similar social rank.

Question 36

Culture

Answer 36

The accumulation of values, knowledge, beliefs, customs, objects, and concepts that a society uses to cope with its environment and passes on to future generations.

Question 37

Consumer Misbehavior

Answer 37

Behavior that violates generally accepted norms of a particular society.