Exam 3 Flashcards
(131 cards)
External factors that impact decision making process at time of purchase
Situational Influences
Situational Influences are…
Temporary and specific
Ex of Sit Influence
To buy an umbrella when raining w/o planning to do so
The complete experience while interacting with a product or service
Customer Journey
Stage 1 of customer journey
Awareness
Stage 2 of customer journey
Consideration
Stage 3 of customer journey
Decision
Stage 4 of customer journey
Retention
Stage 5 of customer journey
Advocacy
Type of situational influence : atmosphere
Physical surroundings
The store’s personality is one of 2 qualities:
Functional or affective
Type of sit influencal: social
Social surroundings
The unwitten rules (social)
Social Norms
Descriptive Norms
How people actually behave
Injunctive Norms
How people should behave
The physical phenomenon when one looks to the actions and behaviors of others to determine their own
Social Proof
Type of behavior that creates sense of urgency or scarcity in crowded environments
Crowd behavior
Type of environment that creates more relaxed experience but can also lead to the feeling of judgment and leisurely browsing
Uncrowded Environment
Less time in store, faster decision making, reduced likelihood of customer returning are all factors of
Unpleasant Crowding
Type of sit influence: time
Time influence
Effect of Moral in morning but more dishonest in evening, prefrontal cortex strongest in AM
Morning Morality Effect
Type of Situational Influence: the temporary state customers experience before interacting with products
Antecedent States
People are more conservative with Cash or Card
Cash
The emotional discomfort when parting with
Pain of payment