Chapter Six

Question 1

consumer decision making process

Answer 1

a 5 step process used by consumers when buying goods or services

Question 2

what are the 5 steps of the consumer decision making process

Answer 2

1. need negotiation 2. info research 3. evaluation of alternatives 4.purchase 5. post purchase behaviour

Question 3

need recognition

Answer 3

the result of an imbalance between actual and desired states

Question 4

stimulus

Answer 4

any unit of input affecting one or more of the five senses: sight, smell, taste, touch, hearing

Question 5

engineered demand

Answer 5

where firms, led by marketers, discover a marketable need not yet known by the consumer

Question 6

need

Answer 6

a state of being where we desire something that we do not possess but wish to acquire

Question 7

internal info research

Answer 7

the process of recalling info stored in ones memory

Question 8

external info research

Answer 8

the process of seeking info in the outside environment

Question 9

non marketing controlled info source

Answer 9

a product info source not associated with advertising or promotion

Question 10

consumer to consumer (C2C) reviews

Answer 10

consumers reviews of products on the vendors sites where the product was purchased

Question 11

platform

Answer 11

a business model, usually digital, where producers and buyers exchange value

Question 12

evoked set

Answer 12

a group of the most preferred alternatives resulting from an info search, which a buyer can further evaluate to make a final choice

Question 13

decision confirmation

Answer 13

the reaffirmation of the wisdom of the decision a consumer has made

Question 14

cognitive dissonance

Answer 14

the inner tension that a consumer experiences after recognizing an inconsistency between behaviour and values or opinions

Question 15

involvment

Answer 15

the amount of time and effort a buyer invests in the search, evaluation and decision processes of consumer behaviour

Question 16

routine responses behaviour

Answer 16

the type of decision making exhibited by consumers buying frequently purchased, low lost goods and services; requires little search and decision time

Question 17

culture

Answer 17

the set of values, norms, attitudes and other meaningful symbols that shape human behaviour and the artifacts or products of that behaviour as they are transmitted from one generation to the next

Question 18

value

Answer 18

the enduring belief shared by a society that a specific mode of conduct is personally or socially preferable to another mode of conduct

Question 19

subculture

Answer 19

the homogenous group of people who share elements of the overall culture and also have their own unique cultural elements

Question 20

social class

Answer 20

a group of people who are considered nearly equal in status or community esteem, who regularly socialize among themselves both formally and informally and who share behavioural norms

Question 21

reference group

Answer 21

a group in society that influences an individuals purchasing behaviour

Question 22

primary membership groups

Answer 22

groups with which individuals interact regularly in an informal , face to face manner

Question 23

aspirational reference group

Answer 23

groups that an individual would like to join

Question 24

norms

Answer 24

the values and attitudes deemed acceptable by a group

Question 25

dissociative groups

Answer 25

groups that influence our behaviour because we try to maintain distance from them

Question 26

opinion leader

Answer 26

an individual who influences that opinions of others

Question 27

sociometric leader

Answer 27

a low profile, well respected collaborative professional who is socially and professionally well connected

Question 28

socialization process

Answer 28

the passing down of cultural norms and values to children

Question 29

personality

Answer 29

the way of organizing and grouping the consistency of an individuals reactions to situations

Question 30

self-concept

Answer 30

how consumers perceive themselves in terms of attitudes, perceptions, beliefs and self evaluations

Question 31

ideal self image

Answer 31

the way an individual would like to be

Question 32

real self image

Answer 32

the way an individual actually perceives him or herself to be

Question 33

lifestyle

Answer 33

a mode of living as identified by a persons activities, interests and opinions

Question 34

psychological factors

Answer 34

tools that consumers use to recognize, gather, analyze, and self-organize to aid in decision making

Question 35

perception

Answer 35

the process by which people select, organize, and interpret stimuli into a meaningful and coherent picture

Question 36

selective exposure

Answer 36

the process whereby a consumer decides which stimuli to notice and which to ignore

Question 37

selective distortion

Answer 37

a process whereby consumers change or distort info that conflicts with their feelings or beliefs

Question 38

selective retention

Answer 38

a process whereby consumers remember only info that supports their personal beliefs

Question 39

motives

Answer 39

driving forces that cause a person to take action to satisfy specific needs

Question 40

Maslows hierarchy of needs

Answer 40

a method of classifying human needs and motivations into 5 categories ascending order of importance: physiological, safety, social, esteem, and self actualization

Question 41

learning

Answer 41

a process that creates changes in behaviour, immediate or expected, through experience and practice

Question 42

belief

Answer 42

an organized pattern of knowledge that an individual holds as true about his or her world

Question 43

attitude

Answer 43

a learned tendency toward a given object