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Consumer Behaviour > Consumers In Situation > Flashcards

Consumers In Situation Flashcards

1
Q

What are situational influences?

A

Situational influences are temporary and external conditions that impact the value a consumer perceives in a purchase or consumption.

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2
Q

How can 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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3
Q

How do situations affect value?

A

Situations affect value through the customer journey.

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4
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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5
Q

What are temporal factors?

A

Temporal factors are the situational characteristics related to time.

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6
Q

How do time-related factors affect consumer perceptions?

A

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

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7
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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8
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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9
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.
Consumers are more likely to rely on simple choice heuristics.
Consumers are more likely to make poor judgements about prices.

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10
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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11
Q

What is discretionary time?

A

Discretionary (spare) time refers to the time consumers have available that is not committed to mandatory tasks or obligations.

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12
Q

How do personalized services affect consumers with limited time?

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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13
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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14
Q

What does seasonality refer to?

A

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

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15
Q

How do consumer perceptions vary?

A

Consumers’ value perceptions vary with the time of year.

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16
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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17
Q

Are products susceptible to seasonal influences?

A

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

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18
Q

How does the time of day affect consumer behavior?

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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19
Q

What is circadian rhythm?

A

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

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20
Q

What are the 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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21
Q

How do circadian rhythms affect productivity?

A

Circadian rhythms are responsible for productivity in many activities.

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22
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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23
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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24
Q

What is Near-field communication (NFC)?

A

A short range wireless communication technology that allows devices to interact within a defined space

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25
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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26
Q

What constitutes the largest part of the consumer journey?

A

Shopping.

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27
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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28
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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29
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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30
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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31
Q

What is acquisitional shopping?

A

Activities oriented toward a specific, intended purchase or purchases.

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32
Q

What is epistemic shopping?

A

Activities oriented toward acquiring knowledge about products.

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33
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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34
Q

What is impulsive shopping?

A

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

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35
Q

How is shopping like a chore?

A

It depends on high utilitarian value to create satisfaction.

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36
Q

What motivates an epistemic orientation in shopping?

A

It motivates the shopper to increase knowledge.

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37
Q

What motivates the shopper to increase knowledge?

A

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

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38
Q

What are the two types of value that shopping activities can produce?

A

The activity could produce utilitarian value or hedonic value.

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39
Q

What are experiential activities in shopping?

A

Experiential activities include things done just for the experience.

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40
Q

What is outshopping?(experiential shopping)

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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41
Q

What motivates consumers to engage in outshopping?

A

Often motivated simply by the desire for the experience.

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42
Q

What value does outshopping provide?

A

It allows consumers to experience new or unique things.

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43
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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44
Q

What characterizes impulsive shopping?

A

Impulsive behaviors represent a unique group of shopping activities.

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45
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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46
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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47
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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48
Q

What is epistemic shopping?

A

Activities oriented toward acquiring knowledge about products

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49
Q

What is experiential shopping?

A

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

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50
Q

How can situational influences affect shopping?

A

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

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51
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.

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52
Q

What is product acquisition?

A

The process of obtaining products that consumers might otherwise not acquire.

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53
Q

How might consumers in a bad mood respond?

A

They may choose to change their mood by going shopping.

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54
Q

What is retail personality?

A

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

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55
Q

What is functional quality in retail?

A

The retail positioning that emphasizes tangible things like a wide selection of goods, low prices, guarantees, and knowledgeable employees.

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56
Q

What is affective quality in retail?

A

The retail positioning that emphasizes a unique environment, exciting décor, friendly employees, and the overall feelings experienced in a retail place.

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57
Q

How do functional and effective qualities work together?

A

Together, they shape the retail personality.

58
Q

What characterizes impulsive consumption?

A

Consumption acts characterized by spontaneity, diminished regard for consequences, and a need for self-fulfillment.

59
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 usually associated with diminished regard for any costs or consequences.
3) They are motivated by a need for immediate self-fulfillment and are usually highly involving emotionally.

60
Q

What is the difference between impulsive and unplanned consumer behavior?

A

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

61
Q

What does situational memory characterize?

A

Unplanned shopping.

62
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.

63
Q

What drives many unplanned purchases?

A

Utilitarian motivations drive many unplanned purchases.

64
Q

How are unplanned acts performed?

A

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

65
Q

Are all consumers equally susceptible to situational effects?

A

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

66
Q

What is impulsivity in consumer behavior?

A

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

67
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.

68
Q

What do impulsive and compulsive consumer behaviors share?

A

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

69
Q

What distinguishes compulsive consumer behavior from impulsive behavior?

A

Three characteristics distinguish compulsive consumer behavior from impulsive consumer behavior:

  1. Compulsive consumer behavior is harmful.
  2. Compulsive consumer behavior seems to be uncontrollable.
  3. Compulsive consumer behavior is often driven by chronic depression.
70
Q

What are atmospherics in a retail context?

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.

71
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.

72
Q

What aspects 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.

73
Q

What aspects contribute to functional quality in a service environment?

A

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

74
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.

75
Q

What does affective quality represent?

A

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

76
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.

77
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.

78
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.

79
Q

What two factors help create a desirable atmosphere for merchants and designers?

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.

80
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.

81
Q

What is the olfactory factor?

A

The olfactory factor refers to humans’ physical and psychological processing of smells.

82
Q

How do citrus odours affect consumers?

A

Citrus odours produce positive responses in practically all consumers.

83
Q

What does research suggest about pleasant odours and pricing?

A

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

84
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 to engage.

85
Q

What can background music affect?

A

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

86
Q

What is background music?

A

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

87
Q

How does background music relate to customer experience?

A

Background music is just one part, among sights and smells, of managing the customer experience within a retail or service environment.

88
Q

What impact can background music have on business?

A

Background music can also affect the bottom line.

89
Q

What is the most universally liked color?

A

Blue is perhaps the most universally liked color.

90
Q

How does color influence shopping?

A

Color helps frame the shopping experience.

91
Q

What dramatic effects can lighting have?

A

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

92
Q

What do research findings suggest about warm colors?

A

Research also suggests that warm colors accented with soft, colored lights lead consumers to a more favorable image of retailers.

93
Q

What is the purpose of merchandising?

A

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

94
Q

How is merchandising achieved?

A

This is done by the placement of goods and store fixtures, along with the use of signage.

95
Q

How do signs affect consumer perceptions?

A

Signs change consumers’ perceptions.

96
Q

What can poor merchandising lead to?

A

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

97
Q

What does crowding refer to?

A

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

98
Q

How does shopping density influence consumer behavior?

A

Shopping density can exert relatively strong influences on consumer behavior.

99
Q

What can cause crowding?

A

Crowding can be caused by stuff and not just customers.

100
Q

What effect can crowded web pages have?

A

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

101
Q

Who are important sources of consumer information?

A

Salespeople, service providers, and brand agents are important sources of consumer information and influence.

102
Q

What is source attractiveness?

A

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

103
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.

104
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.

105
Q

What is social comparison?

A

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

106
Q

How can shopping companions affect consumer value?

A

Shopping companions can affect hedonic and utilitarian value.

107
Q

What are antecedent conditions?

A

The situational characteristics that a consumer brings to information processing.

108
Q

What influences the value in a situation?

A

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

109
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.

110
Q

How does the method of payment influence consumers?

A

The method of payment represents a situational influence on consumers.

111
Q

What effect do cash payments have on consumer perception?

A

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

112
Q

How does proximity to credit limits affect shopping behavior?

A

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

113
Q

What role can a third party play in consumer purchases?

A

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

114
Q

Who can be considered a third party in consumer transactions?

A

Another consumer, like a parent or guardian.

115
Q

What institutions can act as third parties in purchases?

A

An institution, like an insurance company or charity.

116
Q

Who else can act as a third party in financial transactions?

A

An employer or even the government (such as when traveling for work).

117
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.

118
Q

What does it mean to be less price sensitive?

A

Being less price sensitive means consumers are less affected by price changes when making purchasing decisions.

119
Q

What is consumer budgeting?

A

Consumer budgeting refers to the management of spending and financial resources by consumers.

120
Q

How does instant credit affect consumer behavior?

A

Instant credit enables consumers to avoid delaying gratification.

121
Q

What is the relationship between credit card usage and consumer spending?

A

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

122
Q

What is mental budgeting?

A

Mental budgeting is a form of memory accounting for recent spending.

123
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 altogether.

124
Q

What is the impact of employees sensing orientation?

A

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

125
Q

How do consumers’ moods affect their shopping behavior?

A

Consumers bring their current moods to the particular consumption situation.

126
Q

What tendency do consumers in particularly bad moods have?

A

Consumers in particularly bad moods may have a tendency to binge-consume.

127
Q

What shopping behavior do consumers in good moods exhibit?

A

Consumers in good moods find more hedonic shopping value but can also be more prone to buy.

128
Q

What security concerns do large parking lots present?

A

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

129
Q

What are common sites for terrorist attacks?

A

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

130
Q

How does fearfulness affect consumer behavior?

A

Fearfulness can affect consumers in multiple ways.

131
Q

What is a common behavior of a fearful consumer?

A

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

132
Q

How might a fearful consumer cope?

A

A fearful consumer may cope by turning to alternatives to brick-and-mortar stores, such as the internet.

133
Q

What measures can increase consumer feelings of safety?

A

Increasing the number and visibility of security personnel can enhance feelings of safety.

134
Q

How can parking lot security be improved?

A

Increasing the number and prominence of security cameras in parking lots can improve security.

135
Q

What is a recommended feature for parking lots?

A

Having brightly lit parking lots is recommended for safety.

136
Q

What service can enhance consumer safety while shopping?

A

Adding carry-out service for consumers, particularly for those shopping alone, can enhance safety.

137
Q

What is important for maintaining a safe shopping environment?

A

Maintaining an uncrowded, open entrance is important.

138
Q

Why is it important to clearly mark exits?

A

Clearly marking all exits is crucial for consumer safety.

139
Q

What should be discouraged in shopping areas?

A

Loitering should be prevented to enhance safety.

140
Q

What should be done to discourage gangs from visiting shopping centers?

A

Discouraging gangs from visiting the center can help improve safety.

141
Q

What are situational influences?

A

Situational influences are contextual effects that have an impact on the value a consumer obtains from a purchase or consumption and are independent of enduring consumer brand, or product characteristics

142
Q

Customer Journey

A

The series of consumer touchpoints with a brand/firm that comprise a single consumption episode

Consumer Behaviour (9 decks)

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