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Consumer Behaviour > Consumers In Situation > Flashcards

Consumers In Situation Flashcards

1
Q

What should you understand by the end of Chapter 11?

A

You should be able to understand how value varies with situations.

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2
Q

What is the impact of time on consumer behavior?

A

Know the different ways in which time affects consumer behavior.

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3
Q

How can shopping be analyzed as a consumer activity?

A

Analyze shopping as a consumer activity using the different categories of shopping activities.

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4
Q

What are the types of consumer behavior?

A

Distinguish the concepts of unplanned, impulse, and compulsive consumer behavior.

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5
Q

How can atmospherics create consumer value?

A

Use the concept of atmospherics to create consumer value.

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6
Q

What are antecedent conditions?

A

Understand what is meant by antecedent conditions.

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7
Q

What are situational influences?

A

Situational influences are contextual effects that impact the value a consumer obtains from a purchase or consumption.

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8
Q

How do contexts affect consumer behavior?

A

Contexts can affect communication, shopping, brand preference, purchase, actual consumption, and the evaluation of that consumption.

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9
Q

What is the customer journey?

A

The customer journey is the series of consumer touchpoints with a brand/firm that comprise a single consumption episode.

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10
Q

What are temporal factors?

A

Temporal factors are the situational characteristics related to time.

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11
Q

How do time-related factors affect consumers?

A

Time-related factors affect a consumer’s thoughts, feelings, and behavior, creating differing perceptions of value.

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12
Q

In what forms can time affect consumption?

A

Time can affect consumption in forms such as time pressure, time of year, and time of day.

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13
Q

What is time pressure?

A

Time pressure is the urgency to act based on some real or self-imposed deadline.

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14
Q

How does time pressure affect consumers?

A

Time pressure affects consumers in several ways, including processing less information because time is a critical factor.

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15
Q

Why do consumers process less information?

A

Consumers process less information because time is a critical resource necessary for problem solving.

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16
Q

What do consumers rely on when making decisions?

A

Consumers are more likely to rely on simple choice heuristics.

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17
Q

What is a consequence of consumers having limited time?

A

Consumers are more likely to make poor judgments about prices.

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18
Q

What is discretionary time?

A

Discretionary (spare) time refers to the days, hours, or minutes that are not obligated toward some compulsory and time-consuming activity.

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19
Q

How does lack of spare time affect consumer behavior?

A

When consumers feel they lack spare time, personalized services that make routine activities convenient increase hedonic value, as the feelings of relief bring about instant gratification.

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20
Q

What do service providers need to detect?

A

Service providers need to be able to detect whether consumers are time-starved or have extra time.

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21
Q

What is seasonality in consumer behavior?

A

Seasonality refers to regularly occurring conditions that vary with the time of year.

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22
Q

How do consumer value perceptions change?

A

Consumer value perceptions vary with the time of year.

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23
Q

When do consumers tend to shop during winter months?

A

Consumers tend to shop earlier in the day during winter months, and overall, they tend to spend more during the summer months.

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24
Q

Are products influenced by seasonal factors?

A

Almost all products are susceptible to some type of seasonal influence.

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25
Q

How does the time of day affect consumer choices?

A

Whether it is beverage consumption, attire, or choice of entertainment, the time of day affects the value of products and activities.

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26
Q

What is circadian rhythm?

A

Circadian rhythm is the cycle (level of energy) of the human body that varies within a 24-hour period.

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27
Q

What are preferred sleeping hours for consumers?

A

Consumers would prefer to sleep between the hours of midnight and 6 a.m. and from about 1 to 3 p.m.

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28
Q

How do circadian rhythms affect productivity?

A

Circadian rhythms are responsible for productivity in many activities.

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29
Q

What is advertiming?

A

Advertiming is the ad buys that include a schedule that runs the advertisement primarily at times when customers will be most receptive to the message.

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30
Q

What is growth hacking?

A

Growth hacking refers to potentially viral electronic mechanisms that drive up virtual and real-world engagement.

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31
Q

What are tially viral electronic mechanisms?

A

Mechanisms that drive up virtual and real interactions between brand and consumers.

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32
Q

What is Near-field communication (NFC)?

A

Wi-Fi like systems communicating with specific devices within a defined space like inside or around the perimeter of a retail unit or signage.

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33
Q

What is shopping?

A

A set of value-producing consumer activities that directly increase the likelihood that something will be purchased.

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34
Q

What constitutes the largest part of the consumer journey?

A

Shopping.

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35
Q

What are virtual shopping situations?

A

Many effects seen in real brick-and-mortar shopping environments exist in the virtual shopping world too.

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36
Q

How do colour and sounds work in virtual shopping?

A

They work in much the same way as in real shopping.

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37
Q

What role do images play in virtual shopping?

A

Images play a key role in shaping the virtual shopping experience.

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38
Q

What is smart agent software?

A

Software capable of learning an internet user’s preferences and automatically searching out information in selected websites and then distributing it.

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39
Q

What is acquisitional shopping?

A

Activities oriented toward a specific, intended purchase or purchases.

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40
Q

What is epistemic shopping?

A

Activities oriented toward acquiring knowledge about products.

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41
Q

What is experiential shopping?

A

Recreationally oriented activities designed to provide interest, excitement, relaxation, fun, social interaction, or some other desired feeling.

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42
Q

What characterizes impulsive shopping?

A

Spontaneous activities characterized by a diminished regard for consequences, spontaneity, and a desire for immediate self-fulfillment.

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43
Q

How is shopping like a chore?

A

It depends on high utilitarian value to create satisfaction.

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44
Q

What motivates an epistemic orientation in shopping?

A

It motivates the shopper to increase knowledge.

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45
Q

What motivates the shopper to increase knowledge?

A

It can be associated with either situational involvement or enduring involvement.

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46
Q

What are the two types of value produced by shopping activities?

A

The activity could produce utilitarian value or hedonic value.

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47
Q

What are experiential activities in shopping?

A

Experiential activities include things done just for the experience.

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48
Q

What is outshopping?

A

Outshopping is the act of shopping in a city or town to which consumers must travel rather than in their own hometowns.

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49
Q

What motivates consumers to engage in outshopping?

A

Often motivated simply by the desire for the experience.

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50
Q

What value does outshopping provide?

A

It allows consumers to experience new or unique things.

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51
Q

What is online outshopping?

A

Consumers seeking out retailers in a foreign country as a means of obtaining products otherwise unavailable (utilitarian value) and a novel customer experience (hedonic value).

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52
Q

What characterizes impulsive shopping behaviors?

A

Impulsive behaviors represent a unique group of shopping activities.

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53
Q

What does impulsive shopping illustrate?

A

It illustrates how a single shopping experience can result in more than one type of activity.

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54
Q

What is reversal theory?

A

A theory that tries to explain how environmental elements can lead to near 180-degree changes in shopping orientation.

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55
Q

How do different types of shopping provide value?

A

Different types of shopping provide value in different ways to different consumers.

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56
Q

What is epistemic shopping?

A

Some consumers window-shop to find information so that an upcoming shopping trip might be more successful.

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57
Q

What is experiential shopping?

A

Consumers may also window-shop as a way of passing time in a gratifying way.

58
Q

How can situational influences affect shopping?

A

Situational influences may affect the type of shopping value desired by consumers.

59
Q

What effect does time pressure have on consumers?

A

Time pressure may lead consumers to be more concerned with simple product acquisition than they might otherwise be.

60
Q

What is product acquisition?

A

Product acquisition refers to the process of obtaining products that consumers might not otherwise purchase.

61
Q

How might consumers in a bad mood behave?

A

Consumers who are in a bad mood may choose to change it by going shopping.

62
Q

What is retail personality?

A

Retail personality is the way a retail store is defined in the mind of a shopper based on the combination of functional and effective qualities.

63
Q

What is functional quality in retail?

A

Functional quality emphasizes tangible aspects like a wide selection of goods, low prices, guarantees, and knowledgeable employees.

64
Q

What is effective quality in retail?

A

Effective quality emphasizes a unique environment, exciting decor, friendly employees, and the overall feelings experienced in a retail place.

65
Q

How do functional and effective qualities relate?

A

Together, functional and effective qualities shape the retail personality.

66
Q

What characterizes impulsive consumption?

A

Impulsive consumption is characterized by spontaneity, diminished regard for consequences, and a need for self-fulfillment.

67
Q

What are the three components of impulsive acts?

A

1) Impulsive acts are usually spontaneous and involve short-term feelings of liberation.
2) They are associated with diminished regard for costs or consequences.
3) They are motivated by a need for immediate self-fulfillment.

68
Q

What is the difference between impulsive and unplanned consumer behavior?

A

Unplanned shopping shares some characteristics of truly impulsive consumer behavior but is characterized by situational memory, a utilitarian orientation, and feelings of spontaneity.

69
Q

What does situational memory refer to in unplanned shopping?

A

Situational memory characterizes unplanned shopping.

70
Q

What characterizes situational memory?

A

Situational memory characterizes unplanned acts because something in the environment usually triggers the knowledge in memory that something is needed.

71
Q

What drives many unplanned purchases?

A

Utilitarian motivations drive many unplanned purchases.

72
Q

How are unplanned acts performed?

A

Unplanned acts are done without any significant deliberation or prior decision-making.

73
Q

Are all consumers equally susceptible to situational effects?

A

Not all consumers are equally susceptible; individual difference characteristics can play a role.

74
Q

What is impulsivity in consumer behavior?

A

Impulsivity is the personality trait that represents how sensitive a consumer is to immediate rewards.

75
Q

How can online retailers facilitate impulse buying?

A

Online retailers can facilitate the impulse buying process by making the transaction a simple one-step process.

76
Q

What do impulsive and compulsive consumer behaviors share?

A

Impulsive and compulsive consumer behaviors share many of the same characteristics.

77
Q

What distinguishes compulsive consumer behavior from impulsive consumer behavior?

A

Three characteristics distinguish compulsive consumer behavior from impulsive consumer behavior:

  1. Compulsive CB is harmful.
  2. Compulsive CB seems to be uncontrollable.
  3. Compulsive CB is often driven by chronic depression.
78
Q

What are atmospherics in retail and service environments?

A

Atmospherics refer to the emotional nature of an environment or the feelings created by the total aura of physical attributes that comprise a physical environment.

79
Q

What does functional quality describe?

A

The functional quality of an environment describes the meaning created by the total result of attributes that facilitate and make efficient the function performed there.

80
Q

What factors contribute to functional quality in a shopping environment?

A

In a shopping environment, this includes convenience in all forms, the number and helpfulness of employees, ease of parking and movement through the environment, and the breadth and depth of merchandise.

81
Q

What factors contribute to functional quality in a service environment?

A

In a service environment, this includes the amount of service provided.

82
Q

What factors are included in a service environment?

A

The amount and expertise of service employees, the convenience of the environment, and the capability of the support staff.

83
Q

What does effective quality represent?

A

Effective quality represents the emotional meaning of an environment, resulting from the sum effect of all ambient attributes that affect the way one feels in that place.

84
Q

How do consumers react to effective quality?

A

All consumers are susceptible to the effects of effective quality, but female consumers appear much more demanding based on how they react to a place with a negative effective quality.

85
Q

What is the association between functional quality and affect?

A

An environment with a favorable functional quality tends to be associated with some degree of positive affect.

86
Q

What determines how an atmosphere makes a consumer feel?

A

The way an atmosphere makes a consumer feel is really determined by the consumer’s perception of all the elements working together in a given environment.

87
Q

What two factors help create a desirable atmosphere for retailers?

A

Fit – the appropriateness of the elements of a given environment based on their match with the place-type schema, and Congruity – the amount of consistency of elements with each other in a given environment.

88
Q

What role do odours play in a consumer’s experience?

A

Odours are prominent environmental elements that affect both a consumer’s cognitive processing and affective reaction.

89
Q

What is the olfactory factor?

A

The reference to humans’ physical and psychological processing of smells.

90
Q

What effect do citrus odours have on consumers?

A

Citrus odours produce positive responses in practically all consumers.

91
Q

How do pleasant odours affect pricing?

A

Research suggests that consumers express a higher maximum acceptable price in the presence of pleasant odours.

92
Q

What is foreground music?

A

Foreground music is the music that becomes the focal point of attention and can have strong effects on a consumer’s willingness.

93
Q

What is background music?

A

Background music is the music played below the audible threshold that would make it the centre of attention.

94
Q

How does background music affect consumer behavior?

A

Background music can have strong effects on a consumer’s willingness to approach or avoid an environment.

95
Q

What role does color play in retail?

A

Color helps frame the shopping experience.

96
Q

What is the most universally liked color?

A

Blue is perhaps the most universally liked color.

97
Q

How can lighting affect an environment?

A

Lighting can have dramatic effects on the environment and even reverse the effect of color.

98
Q

What is the purpose of merchandising?

A

The point is to provide customers with the best opportunity to purchase something.

99
Q

How does poor merchandising affect a store?

A

Poor merchandising can increase the sense of crowding in a store environment.

100
Q

What is crowding in a retail context?

A

Crowding is the density of people and objects within a given space.

101
Q

What influences consumer behavior in shopping density?

A

Shopping density can exert relatively strong influences on consumer behavior.

102
Q

What can cause crowding?

A

Crowding can be caused by stuff and not just customers.

103
Q

How do web pages relate to crowding?

A

Web pages that crowd too many things into a given space can create the perception of a dense and crowded environment.

104
Q

What is source attractiveness?

A

Source attractiveness is the degree to which a source is perceived as appealing.

105
Q

What is source attractiveness?

A

The degree to which a source’s physical appearance matches a prototype for beauty and elicits a favorable or desirable response.

106
Q

What is emotional ability in sales?

A

The capability of a salesperson to convey emotional information to shape a more valuable outcome for consumers.

107
Q

What is social comparison?

A

A naturally occurring mental personal comparison of the self with a target individual within the environment.

108
Q

How can shopping companions affect value?

A

Shopping companions can affect hedonic and utilitarian value.

109
Q

What are antecedent conditions?

A

The situational characteristics that a consumer brings to information processing.

110
Q

What influences the value in a situation?

A

They can shape the value in a situation by framing the events that take place.

111
Q

What are economic resources in consumer behavior?

A

The economic resources a consumer brings to a particular purchase setting refer to the consumer’s buying power.

112
Q

How does the method of payment influence consumers?

A

The method of payment represents a situational influence on consumers.

113
Q

What effect do cash payments have?

A

Cash payments have a way of emphasizing the sacrifice required for a purchase.

114
Q

How does being near credit limits affect shopping behavior?

A

If consumers are near their credit limits, their shopping behavior changes.

115
Q

What role do third-party payments play in purchases?

A

Sometimes, a third party provides the financial backing for a purchase.

116
Q

Who can be considered a third party in consumer purchases?

A

Another consumer, like a parent or guardian.

117
Q

What is an example of an institution as a third party?

A

An institution, like an insurance company or charity.

118
Q

How does spending someone else’s money affect price sensitivity?

A

When consumers are essentially spending somebody else’s money, they tend to be less price sensitive.

119
Q

What is consumer budgeting?

A

Consumer budgeting involves managing financial resources for purchases.

120
Q

What does it mean to be less price sensitive?

A

Consumers are less affected by price changes.

121
Q

What is consumer budgeting?

A

Consumer budgeting involves managing spending and financial resources.

122
Q

How does instant credit affect consumer behavior?

A

Instant credit enables consumers to avoid delaying gratification.

123
Q

What is the relationship between credit card usage and spending?

A

The easier it is to use a credit card, the more consumers spend.

124
Q

What is mental budgeting?

A

Mental budgeting is a method of tracking recent spending.

125
Q

How can gift shopping affect a shopper’s orientation?

A

Gift shopping can dramatically shift a shopper’s orientation and change the shopping experience.

126
Q

What is the impact of employees sensing orientation?

A

Employees who sense the orientation and adjust their approach create higher value for the consumer.

127
Q

How do consumers’ moods affect their shopping behavior?

A

Consumers bring their current moods to the consumption situation.

128
Q

What tendency do consumers in particularly bad moods have?

A

They may have a tendency to binge-consume.

129
Q

What do consumers in good moods find in shopping?

A

They find more hedonic shopping value but can be more prone to buy as well.

130
Q

What security concerns do large parking lots present?

A

Large parking lots attract criminals who prey on seemingly defenseless consumers.

131
Q

What are common sites of terrorist attacks?

A

Places where consumers frequently gather are often the sites of terrorist attacks.

132
Q

How does fearfulness affect consumer behavior?

A

A fearful consumer will tend to buy less and enjoy the experience less.

133
Q

How might a fearful consumer cope?

A

They may turn to alternatives to brick-and-mortar stores, such as the internet.

134
Q

What are some ways to make consumers feel safer?

A

Increase visibility of security personnel and cameras in parking lots.

135
Q

What should be done to parking lots to enhance safety?

A

Have brightly lit parking lots.

136
Q

What service can be added for consumer safety?

A

Add carry-out service for consumers, particularly for those shopping alone.

137
Q

What is important to maintain in store entrances?

A

Maintain an uncrowded, open entrance.

138
Q

What should be clearly marked in stores?

A

Clearly mark all exits.

139
Q

What should be discouraged in shopping areas?

A

Discourage loitering.

140
Q

How can gangs be discouraged from visiting shopping centers?

A

Discourage gangs from visiting the center.

Consumer Behaviour (14 decks)

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