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Consumer Behavior > Final Exam > Flashcards

Final Exam Flashcards

1
Q

What is a reference group?

A

individuals who have significant relevance for a consumer and who have an impact on the consumer’s evaluations, aspirations, and behavior

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2
Q

what is group influence?

A

ways in which group members influence others within the group

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3
Q

What is ingroup?

A

a group that a person identifies with as a member

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4
Q

what is outgroup?

A

a group with which a person does not identify

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5
Q

what is primary group?

A

group that includes members who have frequent, direct contact with one another

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6
Q

what is secondary group?

A

group to which a consumer belongs, with less frequent contact and weaker influence than that found in a primary group. Example could be collegues

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7
Q

what is brand community?

A

group of consumers who develop relationships based on shared interests or product usage

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8
Q

what is formal group?

A

group in which a consumer formally becomes a member. Example Collegues

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9
Q

what is informal group?

A

group that has no membership or application requirements and that may have no code of conduct. Example friendships

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10
Q

what is aspirational group?

A

group in which a consumer desires to become a member

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11
Q

what is dissociative group?

A

group to which a consumer does not want to belong

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12
Q

what is conformity?

A

result of group influence in which an individual yields to the attitudes and behaviors of others

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13
Q

what is authority?

A

the ability of a person or group to enforce the obedience of others

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14
Q

what is peer pressure?

A

extent to which group members feel pressure to behave in accordance with group expectations

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15
Q

What is social power?

A

ability of an individual or a group to alter the actions of others

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16
Q

what is informational influence?

A

consumer uses the behaviors and attitudes of reference groups as information for making his or her own decisions

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17
Q

What is utilitarian influence?

A

ways in which a consumer conforms to group expectations in order to receive a reward or avoid punishment

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18
Q

what is value expressive influence?

A

ways in which a consumer internalizes a group’s values or the extent to which consumers join groups in order to express their own closely held values and beliefs

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19
Q

what is social media

A

media through which communication occurs

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20
Q

what is social networks?

A

consumers connecting with one another based on common interests

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21
Q

what is social networking website?

A

website that facilitates online social networking

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22
Q

what is apps?

A

mobile application software that runs on devices like smartphones, tablets, and other computer-based tools

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23
Q

what is social gaming?

A

online or app-based game played on a social media platform

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24
Q

what is social buying?

A

consumer buying behavior that takes place on social networking sites

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25
Q

what is social couponing?

A

type of buying where consumers receive a coupon, or deal, by joining a special social networking website

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26
Q

what is susceptibility to interpersonal influence?

A

individual difference variable that assesses a consumer’s need to enhance the image others hold of him or her by acquiring and using products, conforming to the expectations of others, and learning about products by observing others

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27
Q

What is attention to social comparison Information (ATSCI)?

A

the extent to which consumers are concerned about how other people react to their behavior

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28
Q

What is separated self-schema?

A

the degree to which a consumer perceives himself or herself as distinct and separate from others

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29
Q

what is connected self schema?

A

the extent to which a consumer perceives himself or herself as being an integral part of a group

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30
Q

What is word of mouth (WOM)?

A

information about products, services, and experiences that is transmitted from consumer to consumer

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31
Q

what is social media marketing?

A

the practice of using social media to generate consumer interest in a product, service, or idea

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32
Q

what is buzz marketing?

A

marketing efforts that focus on generating excitement among consumers and that are spread from consumer to consumer

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33
Q

what is guerilla marketing?

A

marketing of a product using unconventional means

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34
Q

what is viral marketing?

A

marketing method that uses online technologies to facilitate WOM by having consumers spread messages through their online conversations

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35
Q

what is stealth marketing?

A

guerrilla marketing tactic in which consumers do not realize that they are being targeted for a marketing message

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36
Q

What is opinion leaders?

A

consumer who has a great deal of influence on the behavior of others relating to product adoption and purchase

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37
Q

what is market maven?

A

consumer who spreads information about all types of products and services that are available in the marketplace

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38
Q

what is surrogate consumer?

A

consumer who is hired by another to provide input into a purchase decision. Example interior decorators and stock brokers.

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39
Q

what is diffusion process?

A

way in which new products are adopted and spread throughout a marketplace

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40
Q

what is house hold decision making?

A

process by which decisions are made in household units

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41
Q

what is family house hold

A

at least two people who are related by blood or marriage who occupy a housing unit

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42
Q

what is nuclear family?

A

a mother, a father, and a set of siblings

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43
Q

what is extended family?

A

three or more generations of family members

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44
Q

what is household life cycle?

A

segmentation technique that acknowledges that changes in family composition and income alter household demand for products and services

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45
Q

what is boomerang kids?

A

young adults between the ages of 18 and 34 who move back home with their parents after they graduate from college

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46
Q

what is sandwhich generation?

A

consumers who must take care of both their own children and their aging parents

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47
Q

what is sex role orientation (SRO)?

A

family’s set of beliefs regarding the ways in which household decisions are reached

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48
Q

what is consumer socialization?

A

the process through which young consumers develop attitudes and learn skills that help them function in the marketplace

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49
Q

what is consumer culture?

A

commonly held societal beliefs that define what is socially gratifying

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50
Q

what is cultural norm?

A

rule that specifies the appropriate consumer behavior in a given situation within a specific culture

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51
Q

what is culutural sanction?

A

penalty associated with performing a nongratifying or culturally inconsistent behavior

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52
Q

what are role expectations?

A

the specific expectations that are associated with each type of person within a culture or society

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53
Q

what are ecological factors?

A

physical characteristics that describe the physical environment of a particular place

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54
Q

what is tradition?

A

customs and accepted ways of everyday behavior in a given culture

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55
Q

what are core societal values (CSV’s)

A

commonly agreed-upon consensus about the most preferable ways of living within a society, also known as cultural values

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56
Q

what is individualism?

A

extent to which people are expected to take care of themselves and their immediate families

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57
Q

what is collectivism?

A

extent to which an individual’s life is intertwined with a large cohesive group

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58
Q

what is masculinity?

A

sex role distinction within a group that values assertiveness and control; CSV opposite of femininity

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59
Q

what is femininity?

A

sex role distinction within a group that emphasizes the prioritization of relational variables such as caring, conciliation, and community; CSV opposite of masculinity

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60
Q

what is power distance?

A

extent to which authority and privileges are divided among different groups within society and the extent to which these facts of life are accepted by the people within the society

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61
Q

what is uncertainity avoidance?

A

extent to which a culture is uncomfortable with things that are ambiguous or unknown

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62
Q

what is long term orientation?

A

values consistent with Confucian philosophy and a pragmatic prioritization of future rewards over short-term benefits

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63
Q

what is guanxi?

A

Chinese term for a way of doing business in which parties must first invest time and resources in getting to know one another and becoming comfortable with one another before consummating any important deal

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64
Q

what is renquing?

A

the idea that favors given to another are reciprocal and must be returned

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65
Q

what is indulgence restraint?

A

a cultural value dimension distinguishing societies based on how oriented people are toward immediate fun and enjoyment versus restraining oneself from much indulgence in such things

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66
Q

what is BRIC

A

acronym that refers to the collective economies of Brazil, Russia, India, and China

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67
Q

what is culutre distance?

A

representation of how different one nation is from another in terms of their CSV

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68
Q

what is canzus?

A

acronym that refers to the close similarity in values among Canada, Australia, New Zealand, and the United States

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69
Q

what is socialization?

A

learning through observation of and the active processing of information about lived, everyday experience

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70
Q

what is enculuration?

A

way people learn their native culture

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71
Q

what is acculturation?

A

process by which consumers come to learn a culture other than their natural, native culture

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72
Q

what is ethnic identification?

A

degree to which consumers feel a sense of belonging to the culture of their ethnic origins

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73
Q

What is consumer Ethnocentrism?

A

belief among consumers that their ethnic group and products are superior to others

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74
Q

What is quartet of institutions?

A

four groups responsible for communicating the CSVs through both formal and informal processes: family, school, church, and media

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75
Q

what is modeling?

A

process of imitating others’ behavior; a form of observational learning

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76
Q

what is verbal communication?

A

transfer of information through either the literal spoken or written word

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77
Q

what are dialects?

A

variations of a common language

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78
Q

what is translational equivalence?

A

two phrases share the same precise meaning in two different cultures

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79
Q

what is metric equivalance?

A

using to draw conclusions the same way across cultures.

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80
Q

what is globish?

A

simplified form of English that reduces the vocabulary to around 1,500 words and eliminates grammatical complications

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81
Q

what is nonverbal communication?

A

information passed through some nonverbal act

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82
Q

what is body langauge?

A

nonverbal communication cues signaled by somatic responses

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83
Q

what is etiquette?

A

customary mannerisms consumers use in common social situations

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84
Q

what is chindia?

A

combined market and business potential of China and India

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85
Q

what is glocalization?

A

idea that marketing strategy may be global but the implementation of that strategy at the marketing tactics level should be local

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86
Q

what is microculture?

A

a group of people who share similar values and tastes that are included within a larger culture

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87
Q

what is role conflict?

A

A situation where the demands of two or more groups are incompatible. Example study for an exam or attend brother’s b-day party.

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88
Q

what is divergence?

A

situation in which consumers choose membership in microcultures in an effort to stand out or define themselves from the crowd

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89
Q

what are sex roles?

A

societal expectations for men and women among members of a cultural group

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90
Q

what is cognitive structuring?

A

term that refers to the reliance on schema-based heuristics in making decisions

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91
Q

what is age-based microculture?

A

people of the same age end up sharing many of the same values and develop similar consumer preferences

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92
Q

what is world teen culture?

A

speculation that teenagers around the world are more similar to each other than to people from other generations in the same culture

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93
Q

what is a cohort?

A

a group of people who have lived the same major experiences in their lives

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94
Q

what is stigmatization?

A

a situation in which consumers are marked in some way that indicates their place in society

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95
Q

what is biculutral?

A

used to describe immigrants as they face decisions and form preferences based on their old or new cultures

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96
Q

what is social class?

A

a culturally defined group to which a consumer belongs based on resources like prestige, income, occupation, and education

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97
Q

what is habitus?

A

mental structures through which individuals perceive the world based largely on their standing in a social class

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98
Q

what is homogamy?

A

the finding that most marriages are people from similar classes

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99
Q

what is social stratification?

A

the division of society into classes that have unequal access to scarce and valuable resources

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100
Q

what is status symbols?

A

products or objects that are used to signal one’s place in society

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101
Q

what is demographic analysis?

A

a profile of a consumer group based on their demographics

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102
Q

what are temporal factors?

A

situational characteristics related to time

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103
Q

what are time pressures?

A

urgency to act based on some real or self-imposed deadline

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104
Q

what is discretionary (spare) Time?

A

the days, hours, or minutes that are not obligated toward some compulsory and time-consuming activity

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105
Q

what is seasonality?

A

regularly occurring conditions that vary with the time of year

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106
Q

what is circadian cycle?

A

rhythm (level of energy) of the human body that varies with the time of day

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107
Q

what is advertiming?

A

ad buys that run the advertisement primarily at times when customers will be most receptive to the message

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108
Q

what is near field communication?

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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109
Q

what is shopping?

A

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

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110
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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111
Q

what is acquisitional shopping?

A

activities oriented toward a specific, intended purchase or purchases

112
Q

what is epistemic shopping?

A

activities oriented toward acquiring knowledge about products

113
Q

what is experiential shopping

A

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

114
Q

what is impulsive shopping?

A

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

115
Q

what is outshopping?

A

shopping in a city or town to which consumers must travel rather than in their own hometowns

116
Q

what is reversal theory?

A

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

117
Q

what is personal shopping value (PSV)?

A

overall subjective worth of a shopping activity considering all associated costs and benefits

118
Q

what is utilitarian shopping value?

A

worth obtained because some shopping task or job is completed successfully

119
Q

what is hedonic shopping value?

A

worth of a shopping activity because the time spent doing the activity itself is personally gratifying

120
Q

what is funcitonal quality?

A

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

121
Q

what is affective quality?

A

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

122
Q

what is retail personality?

A

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

123
Q

what is impulsive consumption?

A

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

124
Q

what is unplanned shopping?

A

shopping activity that shares some, but not all, characteristics of truly impulsive consumer behavior; being characterized by situational memory, a utilitarian orientation, and feelings of spontaneity

125
Q

what is impulsivity?

A

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

126
Q

what is consumer self regulation?

A

tendency for consumers to inhibit outside, or situational, influences from interfering with shopping intentions

127
Q

what is action oriented?

A

consumers with a high capacity to self-regulate their behavior

128
Q

what is state oriented?

A

consumers with a low capacity to self-regulate their behavior.

129
Q

what is atmoshperics?

A

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

130
Q

what is service scapes?

A

physical environment in which consumer services are performed

131
Q

what is fit?

A

how appropriate the elements of a given environment are

132
Q

what is congruity?

A

how consistent the elements of an environment are with one another

133
Q

what is olfactory?

A

refers to humans’ processing of smells

134
Q

what is foreground music?

A

music that becomes the focal point of attention and can have strong effects on a consumer’s willingness to approach or avoid an environment

135
Q

what is background music?

A

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

136
Q

what is crowding?

A

density of people and objects within a given space

137
Q

what is nonlinear effect?

A

a plot of an effect that does not make a straight line

138
Q

what is source attrativeness?

A

a way of promoting products based on some source which is considered to be attractive by most of the customers

139
Q

what is emotional ability?

A

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

140
Q

what is social comparison?

A

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

141
Q

what is antecedent?

A

situational characteristics that a consumer brings to information processing

142
Q

what is mental budgeting?

A

memory accounting for recent spending

143
Q

what is rational decision making perspective?

A

assumes consumers diligently gather information about purchases, carefully compare various brands of products on salient attributes, and make informed decisions regarding what brand to buy

144
Q

what is experiental decsion making perspective?

A

assumes consumers often make purchases and reach decisions based on the affect, or feeling, attached to the product or behavior under consideration

145
Q

what is variety seeking behavior?

A

seeking new brands or products as a response to boredom or to satisfy a perceived need for change

146
Q

what is behavioral influence decison making perspective?

A

assumes many consumer decisions are actually learned responses to environmental influences

147
Q

what is percieved risk?

A

perception of the negative consequences that are likely to result from a course of action and the uncertainty of which course of action is best to take

148
Q

what is extended decsion making?

A

consumers move diligently through various problem-solving activities in search of the best information that will help them reach a decision

149
Q

what is limited decsion making?

A

consumers search very little for information and often reach decisions based largely on prior beliefs about products and their attributes

150
Q

what is habitual decsion making?

A

consumers generally do not seek information at all when a problem is recognized and select a product based on habit

151
Q

what is brand loyalty?

A

deeply held commitment to rebuy a product or service regardless of situational influences that could lead to switching behavior

152
Q

what is brand inertia?

A

occurs when a consumer simply buys a product repeatedly without any real attachment

153
Q

what is satisficing?

A

practice of using decision-making shortcuts to arrive at satisfactory, rather than optimal, decisions

154
Q

what is actual state?

A

consumer’s perceived current state

155
Q

what is desired state?

A

perceived state for which a consumer strives

156
Q

what is consumer search behavior?

A

behaviors that consumers engage in as they seek information that can be used to satisfy needs

157
Q

what is ongoing search?

A

search effort that is not necessarily focused on an upcoming purchase or decision but rather on staying up to date on the topic

158
Q

what is prepurchase search?

A

search effort aimed at finding information to solve an immediate problem

159
Q

what is informational overload?

A

situation in which consumers are presented with so much information that they cannot fully understand the information presented

160
Q

what is internal search?

A

retrieval of knowledge stored in memory about products, services, and experiences

161
Q

what is consideration set?

A

alternatives that are considered acceptable for further consideration in decision making

162
Q

what is universal set?

A

total collection of all possible solutions to a consumer problem

163
Q

what is awareness set?

A

set of alternatives of which a consumer is aware

164
Q

what is inept set?

A

alternatives in the awareness set that are deemed to be unacceptable for further consideration

165
Q

what is inert set?

A

alternatives in the awareness set about which consumers are indifferent or do not hold strong feelings

166
Q

what is external search?

A

gathering of information from sources external to the consumer such as friends, family, salespeople, advertising, independent research reports, and the Internet

167
Q

what is price?

A

information that signals the amount of potential value contained in a product

168
Q

what is quality?

A

perceived overall goodness or badness of some product

169
Q

what is search regret?

A

negative emotions that come from failed search processes

170
Q

what is evaluative criteria?

A

attributes that consumers consider when reviewing alternative solutions to a problem

171
Q

what is feature?

A

performance characteristic of an object

172
Q

what is benefit?

A

perceived favorable results derived from a particular feature

173
Q

what is determinant critera?

A

criteria that are most carefully considered and directly related to the actual choice that is made

174
Q

what is bounded rationality?

A

idea that consumers attempt to act rationally within their information-processing constraints

175
Q

what is affect based evaluation?

A

consumers evaluate products based on the overall feeling that is evoked by the alternative

176
Q

what is attribute based evaluation?

A

evaluative process wherein alternatives are evaluated across a set of attributes that are considered relevant to the purchase situation

177
Q

what is product categories?

A

mental representations of stored knowledge about groups of products

178
Q

what is perceptual attributes?

A

attributes that are visually apparent and easily recognizable

179
Q

what is underlying attributes?

A

attributes that are not readily apparent and can be learned only through experience or contact with the product

180
Q

what is signal?

A

attribute that consumers use to infer something about another attribute

181
Q

what are judgements?

A

mental assessments of the presence of attributes and the benefits associated with those attributes.

182
Q

what is attribute correlation?

A

perceived relationship between product features

183
Q

what is conjoint analysis?

A

a statistical marketing research technique that measures what consumers value most about a given product or service

184
Q

what is compensatory rule?

A

decision rule that allows consumers to select products that may perform poorly on one criterion by compensating for the poor performance by good performance on another

185
Q

what is noncompensatory rule?

A

decision rule in which strict guidelines are set prior to selection and any option that does not meet the guidelines is eliminated from consideration

186
Q

what is conjunctive rule?

A

noncompensatory decision rule where the option selected must surpass a minimum cutoff across all relevant attributes

187
Q

what is disjuncitve rule?

A

noncompensatory decision rule where the option selected surpasses a relatively high cutoff point on any attribute

188
Q

what is lexicogrpahic rule?

A

noncompensatory decision rule where the option selected is thought to perform best on the most important attribute

189
Q

what is elimination by aspects rule (EBA)?

A

noncompensatory decision rule where the consumer begins evaluating options by first looking at the most important attribute and eliminating any option that does not meet a minimum cutoff point for that attribute, and where subsequent evaluations proceed in order of importance until only one option remains

190
Q

what is potiential value?

A

benefits not yet realized from a service because they have yet to be consumed

191
Q

what is durable goods?

A

goods that are typically expensive and usually consumed over a long period of time

192
Q

what are nondurable goods?

A

goods that are typically inexpensive and usually consumed quickly

193
Q

what is consumption frequency?

A

number of times a product or service is consumed in a given period of time

194
Q

what is authenticity?

A

the degree to which an object, person, or experience seems real or genuine.

195
Q

what is meaning transference?

A

process through which cultural meaning is transferred to a product and onto the consumer

196
Q

what is topline performance?

A

a business term referring to sales growth (sales being at the top of an earnings statement)

197
Q

what is consumption satisfaction?

A

mild, positive emotion resulting from a favorable appraisal of a consumption outcome

198
Q

what is consumer dissatisfacton?

A

mild, negative affective reaction resulting from an unfavorable appraisal of a consumption outcome

199
Q

what is expentecy/ disconfirmation theory?

A

theory that proposes that consumers use expectations as a benchmark against which performance perceptions are judged

200
Q

what is positive disconfirmation?

A

according to the expectancy/disconfirmation approach, a perceived state wherein performance perceptions exceed expectations

201
Q

what is negative disconfirmation

A

according to the expectancy/disconfirmation approach, a perceived state wherein performance perceptions fall short of expectations

202
Q

what are expectations?

A

pre-consumption beliefs of what will occur during an exchange and consumption of a product

203
Q

what is hope?

A

a fundamental emotion evoked by positive, anticipatory appraisals that signal uncertainty about a potentially positive outcome

204
Q

what is confirmatory bias?

A

tendency for expectations to guide performance perceptions

205
Q

what is self-perception theory?

A

theory that states that consumers are motivated to act in accordance with their attitudes and behaviors

206
Q

what is service quality?

A

overall goodness or badness of a service experience, which is often measured by SERVQUAL

207
Q

what is SERVQUAL?

A

way of measuring service quality that captures consumers’ disconfirmation of service expectations

208
Q

what is desire?

A

level of a particular benefit that will lead to a valued end state

209
Q

what is equity theory?

A

theory that proposes that people compare their own level of inputs and outcomes to those of another party in an exchange

210
Q

what is distributive fairness?

A

refers to the way a consumer judges the outcomes of an exchange

211
Q

what is interactional fairness?

A

captures how fairly a consumer believes he or she was treated when dealing with service personnel in resolving some issue

212
Q

what is attribution theory?

A

consumers look for the cause of particular consumption experiences when arriving at satisfaction

213
Q

what is cognitive dissonace?

A

an uncomfortable feeling that occurs when a consumer has lingering doubts about a decision that has occurred

214
Q

what is left skewed?

A

distribution of responses consistent with most respondents choosing responses so the distribution is clustered toward the positive end of the scale

215
Q

what is consumer refuse?

A

any packaging that is no longer necessary for consumption to take place or, in some cases, the actual good that is no longer providing value to the consumer

216
Q

what is e-waste?

A

the mass of discarded electronics such as cell phones, old computers, and tablets

217
Q

what are packrats?

A

The packrat is innovative, because he is constantly thinking about how to extend the life of his possessions, either by considering new ways to use old products or by ensuring that they have a new home with another consumer

218
Q

what is procedual justice?

A

an equity-based cognition representing the extent that consumers believe the processes involved in processing a transaction, performing a service, or handling any complaint are fair

219
Q

what is a critical incident?

A

exchange between consumers and businesses that the consumer views as unusually negative with implications for the relationship

220
Q

what is complaining behavior?

A

action that occurs when a consumer actively seeks out someone (supervisor, service provider, etc.) with whom to share an opinion regarding a negative consumption event

221
Q

what is rancorus revenge?

A

is when a consumer yells insults and makes a public scene in an effort to harm the business in response to an unsatisfactory experience

222
Q

what is retaliatory revenge?

A

consumer becomes violent with employees and/or tries to vandalize a business in response to an unsatisfactory experience

223
Q

what is negative word of mouth?

A

(negative WOM); action that takes place when consumers pass on negative information about a company from one to another

224
Q

what is postive WOM?

A

action that occurs when consumers spread information from one to another about positive consumption experiences with companies

225
Q

what is negative public publicity?

A

action that occurs when negative WOM spreads on a relatively large scale, possibly even involving media coverage

226
Q

what is third party endorsement?

A

one form of publicity in which an ostensibly objective outsider (neither the customer nor the business) provides publicly available purchase recommendations or evaluations

227
Q

what is switching?

A

times when a consumer chooses a competing choice, rather than the previously purchased choice, on the next purchase occasion

228
Q

what are switching costs?

A

costs associated with changing from one choice (brand/retailer/service provider) to another

229
Q

what are procedural switching costs?

A

lost time and extended effort spent in learning ways of using some product offering

230
Q

what are financial switching costs?

A

total economic resources that must be spent or invested as a consumer learns how to obtain value from a new product choice

231
Q

what are relational switching costs?

A

emotional and psychological consequences of changing from one brand/retailer/service provider to another

232
Q

what is competitive intensity?

A

number of firms competing for business within a specific category

233
Q

what is customer share?

A

Amount of money or resources spent at one brand compared to another. Indicator for brand loyalty.

234
Q

what is share of wallet?

A

customer share

235
Q

what is customer inertia?

A

situation in which a consumer tends to continue a pattern of behavior until some stronger force motivates him or her to change

236
Q

what is loyalty card/ program?

A

device that encourages repeated purchasing and keeps track of the amount of purchasing a consumer has had with a given marketer once some level is reached

237
Q

what is customer commitment?

A

sense of attachment, dedication, and identification

238
Q

what are antiloyal customers

A

consumers who will do everything possible to avoid doing business with a particular marketer

239
Q

what is relationship quality?

A

degree of connectedness between a consumer and a retailer

240
Q

what is consumer misbehavior?

A

behaviors that are in some way unethical and that potentially harm the self or others

241
Q

what are moral beliefs?

A

beliefs about the perceived ethicality or morality of behaviors

242
Q

what are moral equity?

A

beliefs regarding an act’s fairness or justness

243
Q

what is contractualism?

A

beliefs about the violation of written (or unwritten) laws

244
Q

what is relatvism?

A

beliefs about the social acceptability of an act in a culture

245
Q

what is deontological evaluations?

A

evaluations regarding the inherent rightness or wrongness of specific actions

246
Q

what are teleological evaluations?

A

consumers’ assessment of the goodness or badness of the consequences of actions

247
Q

what is consumer problem behavior?

A

consumer behavior that is deemed to be unacceptable but that is seemingly beyond the control of the consumer. Example compulsive shopping, binge drinking, and eating disorders.

248
Q

what is compulsive consupmtion?

A

repetitive, excessive, and purposeful consumer behaviors that are performed as a response to tension, anxiety, or obtrusive thoughts

249
Q

what is addictive consumption?

A

physiological dependency on the consumption of a consumer product

250
Q

what is compulsive buying?

A

chronic, repetitive purchasing that is a response to negative events or feelings

251
Q

what is compulsive shopping?

A

repetitive shopping behaviors

252
Q

what is binge eating?

A

consumption of large amounts of food while feeling a general loss of control over food intake

253
Q

what is binge drinking?

A

consumption of five or more drinks in a single drinking session for men and four or more drinks for women

254
Q

what is problem gambling?

A

obsession over the thought of gambling and the loss of control over gambling behavior and its consequences

255
Q

what are ethics?

A

standards or moral codes of conduct to which a person, group, or organization adheres

256
Q

what are marketing ethics?

A

societal and professional standards of right and fair practices that are expected of marketing managers as they develop and implement marketing strategies

257
Q

what is marketing concept?

A

states a firm should focus on consumer needs as a means of achieving long-term success

258
Q

what is consumerism?

A

The power of consumers voices to change actions. And the activities they go through to achieve those actions.

259
Q

what is consumer bill of rights?

A

introduced by President John F. Kennedy in 1962, list of rights that include the right to safety, the right to be informed, the right to redress and to be heard, and the right to choice

260
Q

what are morals?

A

personal standards and beliefs used to guide individual action

261
Q

what is corporate social responsibility CSR?

A

organization’s activities and status related to its societal obligations

262
Q

what is societal marketing concpet?

A

marketing concept that states that marketers should consider not only the wants and needs of consumers but also the needs of society

263
Q

what is deceptive advertising?

A

message that omits information that is important in influencing a consumer’s buying behavior and is likely to mislead consumers acting reasonably

264
Q

what is puffery?

A

practice of making exaggerated claims about a product and its superiority

265
Q

what is planned obsolescence?

A

act of planning the premature discontinuance of product models that perform adequately

266
Q

what is sales orientation?

A

practice of using sales techniques that are aimed at satisfying the salesperson’s own needs and motives for short-term sales success

267
Q

what is customer orientaton?

A

practice of using sales techniques that focus on customer needs

268
Q

what is foot in the door technique?

A

ingratiation technique used in personal selling in which a salesperson begins with a small request and slowly leads up to one major request

269
Q

what is door in the face technique?

A

ingratiation technique used in personal selling in which a salesperson begins with a major request and then follows with a series of smaller requests

270
Q

what is even a penny will help technique?

A

ingratiation technique in which a marketing message is sent that suggests that even the smallest donation, such as a penny or a dollar, will help a cause

271
Q

what is “I’m working for you!” technique?

A

technique used by salespeople to create the perception that they are working as hard as possible to close a sale when they really are not doing so

272
Q

what is product liability?

A

extent to which businesses are held responsible for product-related injuries

273
Q

what is strict liability?

A

legal action against a firm whereby a consumer demonstrates in court that an injury occurred and that the product associated with the injury was faulty in some way

274
Q

what is negligence?

A

situation whereby an injured consumer attempts to show that a firm could foresee a potential injury might occur and then decided not to act on that knowledge

275
Q

what are punitive damages?

A

damages that are sought to punish a company for behavior associated with an injury

276
Q

what are compensatory damges?

A

damages that are intended to cover costs incurred by a consumer due to an injury

Consumer Behavior (8 decks)

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