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MKTG 332 - Consumer Behavior > FINAL > Flashcards

FINAL Flashcards

Chapters 10-12

1
Q

memory’s role in learning

A

consumer behavior is learned behaviors

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2
Q

learning

A

any chance in the content or organization of long-term memory of behavior

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3
Q

memory

A
  1. short-term memory (working memory): the portion of total memory that is currently active
  2. long-term memory: permanent information storage (semantic or episodic)
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4
Q

short-term memory

A

short lived: consumer must constantly refresh information through maintenance rehearsal or it will be lost

  • limited capacity
  • elaborative activities serve to redefine or add new elements to memory and can involve both
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5
Q

semantic memory

A

basic knowledge and feelings an individual has about a concept

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6
Q

episodic memory

A

sequence of events in which a person participated

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7
Q

schemas (schematic memory)

A

associated with memories/a certain concept
- scripts
- retrieval from LTM (top of mind, explicit vs implicit memory)

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8
Q

learning under high involvement

A

motivated to learn

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9
Q

learning under low involvement

A

little or no motivation to learn

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10
Q

conditioning

A

presenting two stimuli together to create a perceived connection between the two

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11
Q

classical conditioning

A

connecting between stimulus and response (pavlov’s dog)

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12
Q

operant conditioning

A

associations between response and outcome (reinforced vs punishers)

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13
Q

motivation

A

the reason for behavior

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14
Q

motives

A

a construct representing an unobservable inner force that stimulates and compels a behavioral response and provides specific direction to that response

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15
Q

Maslow’s hierarchy of needs

A
  1. self-actualization
  2. esteem
  3. love/belonging
  4. safety
  5. psychological
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16
Q

manifest motives in a purchase situation

A

the linkage between behavior and motives that are known and freely admitted

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17
Q

latent motives in a purchase situation

A

the linkage between behavior and motives that either are unknown or are such that the consumer is reluctant to admit or reveal them

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18
Q

how to get a latent motives?

A
  • projective techniques
  • ladders/mean-ends/benefit chain
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19
Q

project technique

A

tells us reasons why “other people” would buy a brand

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20
Q

laddering/means-end/benefit chain

A

why of you take daily vitamin?
- fewer colds

why do you want to experience fewer colds?
- more efficient at work
- more energy
- looking better

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21
Q

involvement

A

a motivational state caused by consumer perceptions that a product, brand, or advertising is relevant or interesting

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22
Q

marketing strategy based on multiple motives

A
  • involvement
  • customer involvement
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23
Q

consumer involvement

A

increases attention, analytical processing, information search, and word of mouth

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24
Q

motivation theory and marketing strategy

A
  1. approach approach motivation conflict
  2. approach avoidance motivation conflict
  3. avoidance avoidance motivational conflict
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25
Q

approach-approach

A

a choice between two attractive alternative

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26
Q

approach-avoidance

A

a choice with both positive and negative consequences

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27
Q

avoidance-avoidance

A

a choice involving only undesirable outcomes

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28
Q

regulatory focus theory (RFT)

A

suggests that consumers will react differently depending on which broad set of motives is most salient
- promotion based
- prevention focused

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29
Q

promotion based

A

“growth development”
-consumers seek to gain positive outcomes, think more in abstract terms, make decisions based more on affect and emotion

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30
Q

prevention focused

A

“desire for safety and security”
- consumers seek to avoid negative outcomes, think in more concrete terms, make decisions based on factual substantive information

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31
Q

personality

A

an individuals characteristics response tendencies across similar situations

  • while motivations are the energizing and directing force that makes consumer behavior purpose and goal directed, the personality of the consumer guides and directs the behavior chosen to accomplish goals in different situations
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32
Q

multi trait approach

A
  • five factor model
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33
Q

five factor model

A

the most commonly use by marketers and identifies five basic traits that are formed by genetics and early learning
- openness
- conscientiousness
- extraversion
- agreeableness
- neuroticism

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34
Q

single trait approach

A
  1. consumer ethnocentrism
  2. need for cognition (NFC)
  3. consumers need for uniqueness
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35
Q

consumer ethnocentrism

A
  • reflects an individual difference in consumers propensity to be biased against the purchase of foreign products
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36
Q

need for cognition (NFC)

A
  • reflect can individual difference in consumers propensity to engage in and enjoy thinking
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37
Q

consumers need for uniqueness

A
  • reflect an individual difference in consumers propensity to pursue differentness relative to other through the acquisition, utilization, and disposition of consumer goods
38
Q

use of personality in marketing practice

A
  • sometimes consumers choose products that fit their personality
  • other times consumers use products to bolster an area of there personality where they are weak
39
Q

brand image

A

what people think of an feel when they hear or see a brand name

40
Q

brand personality

A

a set of human characteristics that become associated with a brand and are particular type of image that some brands require
- sincerity
- excitement
- competence
- ruggedness
- sophistication

41
Q

communicating brand personality (3 tactics)

A
  1. celebrity endorsers
  2. user imagery
  3. executional factors
    • tone (serious vs. quirk)
    • appeal (fear vs. humor)
    • media (luxury vs. everyday)
    • logo (simple vs. complex)
42
Q

emotion

A

are strong, uncontrollable feelings that affect behavior
- they are strongly related to needs, motivation and personality
- unmet needs generally create motivation which is related to the arousal component of emotion
- personality also play a role

43
Q

nature if emotion

A
  1. pleasure
  2. arousal
  3. dominance
44
Q

emotion and marketing strategy

A
  • emotion arousal as a product benefit
  • emotion reduction as a product benefit
  • consumer coping in product and service encounters
  • consumer emotional intelligence
  • emotions in advertising
45
Q

emotion arousal as a product benefit

A

consumers actively seek products whose primary or secondary benefit is emotion arousal

46
Q

emotional reduction asa product benefit

A

marketers design or position many products to prevent or reduce the arousal of unpleasant emotions

47
Q

consumer coping in product and service encounters

A
  1. active coping
  2. expressive support seeking
  3. avoidance
48
Q

emotion in advertising

A
  • enhance attention, attraction, and maintenance capabilities
  • processed more thoroughly due to their enhanced level of arousal
  • enhanced liking of the ad itself
  • repeated exposure may increase brand preference through classical conditioning
49
Q

attitudes

A
  • how one feels about something
    “an enduring organization of motivational, emotional, perceptual, and cognitive processes with respect to some aspect of our environment”
  • formed by what we talked in previous chapters (emotions, feelings, interpretation, etc.)
50
Q

affective component

A
  • feelings or emotional reactions to an object (donating blood is scary, I like fried chicken)
  • can vary by individual and situation (coffee)
51
Q

emotion dimensions

A

A - appeal
E - engagement
E - empowerment

52
Q

cognitive component

A
  • a consumer’s belief about an object
  • can include emotional benefit but also objective features
  • features vs. benefit: 46g of whole grains …
  • Many positive beliefs -> van individual belief becomes more positive too!!
  • multi attribute attitude model can quantify thisbea
53
Q

behavioral component

A
  • ones tendency to respond in a certain manner toward an object or activity
54
Q

attitude components

A
  • affective components
  • cognitive component
  • behavioral components
55
Q

factors that may account for inconsistencies

A
  1. lack of need
  2. lack of ability
  3. failure to consider relative attitudes
  4. attitude ambivalence
  5. weakly held beliefs and affect
  6. failure to consider interpersonal influence
56
Q

attitude change strategies

A
  1. change the cognitive component
  2. change the affective component
  3. change the behavioral component
57
Q

change in cognitive component

A
  • change beliefs
  • shift importance
  • add beliefs
  • change ideal
58
Q

change in affective component

A
  • classical conditioning
  • affect toward the ad or website
  • mere exposure
59
Q

change in behavioral component

A
  • behavior may precede development of cognition or affect
  • trial behavior frequent, especially for low-cost items
  • common strategies coupons, free samples, price reductions
  • challenges with trial behavior
60
Q

individual and situational characteristics that influence attitude change

A

Core tenants of ELM (elaborate likelihood model)

  • compared to attitudes formed under the central route tend to be:
    • stronger
    • more resistant to counter-persuasions attempts
    • more accessible form memory and more
    • predictive of behaviors
  • peripheral cues
  • central cues
  • competitive situation
61
Q

peripheral cues (PCs)

A

in fluency persuasion under low involvement but not high involvement

62
Q

central cues (CCs)

A

influence persuasion under high involvement but not low involvement

63
Q

CAVEAT - cue relevance

A

example: an attractive model (and her hair) may be decisions-relevant (peripheral cue) in an add for a car but decision relevant (central cues) in an ad for shampoo

  • in this care, the attractive model would influence persuasion under high involvement for shampoo but not for cars
64
Q

competitive situations

A

peripheral cues can influence persuasion under high involvement incompetent situations when:
- central cues comparable due to homogeneity across competing brands ( peripheral cues then become the tie breaker)
- attribute tradeoffs across central cue engenders decision difficulty which peripheral cues help to alleviate

65
Q

consumer resistance to persuasion

A
  • consumers are not passive to persuasion attempts
  • consumers are often skeptical (an individual characteristics) and resist persuasion
  • consumers frequently infer an advertiser’s intent and respond in light of that presumed selling intent
66
Q

if avoidance is not successful:

A
  • discredit the source
  • discounting the importance of the issue
  • containing the negative information
67
Q

communication characteristics that influence attitudes formation and change

A
  1. source characteristics
  2. appeal characteristics
  3. message structure characteristics
68
Q

source characteristics

A

represents the “who” message
- source credibility
- persuasion is easier when the target market views the message source highly credible

  • celebrity sources
    • can be affective in enhancing attention, attitude toward the ad, trustworthiness, expertise, aspirational aspects, and meaning transfer
    • effectiveness enhanced when marketers match:
      - image of celebrity
      - testimonial/use of the product
      - actual or desired self-concept of the target market
69
Q

appeal characteristics

A

represents the “how” the message is delivered
- fear appeals
- humor appeals
- comparative appeals
- value- expressive
- utilitarian appeal

70
Q

value expressive

A

appeals attempt to build a personality for the product or create an image of the product user
- most effective for products designed to enhance self-image or provide other intangible benefits

71
Q

utilitarian

A

appeals involve informing the consumers of one or more functional benefit s that are important to the target market
- most effective for functional products

72
Q

message structure characteristics

A

represents the “how” the message is presented
- one-sided versus two sided message
- positive versus negative framing
- attribute framing
- message framing
- nonverbal components

73
Q

attribute framing

A

-only a single attribute is the focus of the frame
- describing beef as either 80% fat free (positive) or 20% fat (negative)

74
Q

message framing

A

stresses either positive aspect of performing an act or negative aspects for not performing the act
- yearly mammogram benefits vs risks

75
Q

nonverbal components

A
  • can influence attitudes, through affect, cognition, or both
  • emotional ads can often primarily or exclusively on nonverbal content to drive emotional response
    • pictures
    • music
    • surrealism
76
Q

self-concept

A

the totality of the individuals thoughts and feeling having reference to himself or herself as an object

77
Q

actual self-concept

A

who I am now

78
Q

ideal self-concept

A

who I would like to be

79
Q

private self-concept

A

how I am or would like to be to myself

80
Q

social self-concept

A

how I am seen by others or how I would like to be seen by others

81
Q

independent self-concept

A

tend to be:
- individualistic
- egocentric
- autonomous
- self-reliant
- self-contained

82
Q

interdependent self-concept

A

tend to be:
- obedient
- sociocentric
- holistic
- connected
- relation oriented

83
Q

possessions and extended self

A

extended self = self + possessions
- people tend to define themselves in part by their possessions

84
Q

peak experience

A

an experience that surpasses the usual level of intensity, meaningfulness and richness and produces feelings of joy and self-fulfillment

85
Q

mere ownership effect/ endowment effect

A

the tendency of an owner to evaluate an object more favorably that non owner

86
Q

the relationship between self-concept and brand image

A

a consumer will purchase a product with a brand image that is similar to their self-concept to improve or maintain that image

87
Q

self-concept and product positioning

A
  • everyone’s self-concept is unique, however there also is some significant overlap across individuals and groups
  • self-concepts are maintained not only by what is purchased but also by what is avoided
88
Q

self-image congruity

A

are influenced by:
- product factors
- situational factors
- individual factors

89
Q

lifestyle

A

basically how a person lives. it is how one enacts his or her self-concept
- influences all aspects of one’s consumption behavior
- is determined by the person’s past experiences, innate characteristics, and current situations

90
Q

measuring lifestyle

A

known as psychographics
- attitudes
- values
- activities and interests
- demographics
- media patterns
- usage rates

MKTG 332 - Consumer Behavior (2 decks)

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