ch 16 - consumer and marketing misbehavior

what is the difference between consumer misbehavior and consumer problem behavior?

?

what is the role of corporate social responsbility in the field of marketing?

?

making donations to causes

(corporate social responsibility) CSR

organization's activities and status related to its societal obligations

(corporate social responsibility) CSR

___ % of teens reportusing prescription drugs to get high

20

consumer steal more than ______ Million dollars of products every day

35

major acts affecting commerce and consumer safety ?

?

what are marketing ethics? how do marketing ethics guide the developement of marketing programs?

?

what are the major areas of criticism to which marketers are subjected?

?

what are the various forms of regulation that affect marketing practice?

?

what is the consumer misbehavior phenomeon? how does it affect the exchange process?

?

acting quickly when product defects are detected

CSR (corporate social responsiblity )

encouraging employees to volunteer for local causes

CSR (corporate social responsiblity )

ensuring responsible manufacturing processes and environmental protectionism

CSR (corporate social responsiblity )

focusing on employee safety

CSR (corporate social responsiblity )

supporting minority programs

CSR (corporate social responsiblity )

the tendency for people who have first agreed to a small request to comply later with a larger request (dont let them close it!)

Foot in the door

public criticism of marketing strategies is more INTENCE when a marketers targets __________ consumer groups with harmful products (consumer vulnerability and product harmfulness)

VULNERABLE

consumers who are agressive or RUDE to employees and other consumers are considered______

abusive

dysfunctional fan behavior and culture jamming are under what umbrella ???

abusive consumer misbehavior

a physiological dependency on the consumption of a product

addictive consumption

shoplifting behavior appears to peak during the_______- years

adolescent

motivations of consumer misbehaviors unfulfilled ____________

aspirations

motivations of consumer misbehaviors differential ___________ with others lack breaking and law-abiding

associations

consumer misbehavior vs problem behavior abusive consumer behavior-->

binge drinking

consumption of five or more drinks in a single sesshion for men four or more drink for women

binge drinking

public criticism of marketing has issues arising from marketing to ______

children

consumer misbehavior vs problem behavior shopping ->

compulsive buying

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

compulsive consumption

mental health depression try to get reward? chronic response to negative events/feelings

compulsive consumption

motivated by a need for prestige or a response to family problems

compulsive consumption

illegal sharing of software and music computer viruses cyberbullying 32% of teens are victums

computer mediated misbehaviors

foundation of the consumerism movement

consumer bill of rights

includes the rights to safety be informed redress and to be heard choice

consumer bill of rights

credit cards insurance claims identity thefts

consumer frauds

_____________ _________ violates norms and disrupts the flow of consumption activities

consumer misbehavior

behaviors that are unethical and harm self or others

consumer misbehavior

they intend to do harm the business and the person

consumer misbehavior

value equation but he bad motivations

consumer misbehavior

anti-aging products, funeral insurance and reverse mortages for senior

consumer vulnerability and product harmfulness

hgih alcohol content drink marketed to consumer groups known to have disproportionate levels of alcohol problems

consumer vulnerability and product harmfulness

kid flavored e- cigs aimed at children

consumer vulnerability and product harmfulness

illegitimate complaining motivated by... desire to enhance the ______________ ego

consumer's

activities of various groups to voice concern for, and to protect, basic consumer rights

consumerism

attempts to disrupt marketing campaigns by altering the messages in some meaningful way

culture jamming (?)

message that omits info that is important in influencing a consumers buying behavior and tend to mislead consumers who act reasonably

deception advertising

list the middle two motivations for consumer misbeahvior 4- 5-

differential association with others, pathological socialization

people are more likely to agree to a small request after they have refused a large request

door in the face

both legal and illegal

drug abuse

consumer misbehavior vs problem behavior product misuse aggressive driving drunk driving cell phone while driving ->

drug abuse

abnormal functioning relating to sporting event

dysfunctional fan behavior

consumer misbehavior vs problem behavior fraud ->

eating disorder

_____ play a large role in shoplifting

emotions

a technique designed to induce compliance by asking individuals to do a very small favor - one that is so small that it almost does not qualify as a favor "i am working for you!"

even a penny will help

if your social security number gets stolen, it is just a financial cost true/false

false (time cost too!!!)

consumers seek to maximize the benefits they receive from an action while minimizing or eliminating their own cost

focus of consumer misbehavior

we make people want things they didn't know they needed it can be an issue when marketing to vulnerable consumer _____

groups

better business bureau (BBB) and the american association of advertising agencies (AAAA)

groups monitoring marketing activities

consumer misbehavior are behaviors that are unethical and ______ self or others

harm

illegitimate complaining motivated by... desire to _______ a service provider or company

harm

vulnerable people will make notice less if the marketing tactics are stealthy this is legal or illegal ?

legal (but she doesn'tt think ethical to do so)

ethical treatment of consumers is a cornerstone of successful marketing

marketing concept

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

marketing concept

consists of societal and professional standards of right and fair practices

marketing ethics

a fair marketpplace depends on each party in an exchange activing FAIRLY and with due respect for each other

marketing ethics and misbehavior

illegitimate complaining motivated by... desire for ______- gain (trying to get it for free, get it fixed, get it returned)

monetary

motivations of consumer misbehaviors lack of __________ constraints

moral

motivations of consumer misbehaviors ______ is the taking of opportunities as and when they arise, regardless of planning or principle

opportunism

illegitimate complaining motivated by... desire to look good to ______

others

illegitimate complaining motivated by... desire to evade __________ responsibility for product misuse

personal

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

planned obsolescence

wasteful and greedy OR continual product improvement ? debate with iPhones is it on purpose or not on purpose? this is a topic of ______ ______

planned obsolescence

act of charging a higher than reasonable price for a good that occurs following a natural disaster or event

price gouging

an obsession with gambling and the loss of control over gambling behavior and its consequences

problem gambling

consumer misbehavior vs problem behavior legitimate complaining ->

problem gambling

montreal banned the lime scooters because of ____ misuse

product

aggressive driving, drunk driving, cell phone use in the car, perscription drug abuse overall cost society 70 billion , cost to insurers, lost productivity, criminal justice bail

product misuse

consumers sometimes use products in ways that were CLEARLY not intended

product misuse

feel that they can get away with risky behaviro

product misuse

have a tendency to be error prone

product misuse

may focus more than the thrill of misuse rather than the actual ?

product misuse

not paying attention to what they are doing

product misuse

extent to which businesses are held responsible for product related injuried

products libaility

list the last two motivations for consumer misbehavior 6- 7-

provocative situational factors, opportunism

quantity of marketing messages to which children are exposed

public criticism of marketing

question of whether children can udnerstand that some marketing messages do not offer literall interpretations of the real world

public criticism of marketing

she said price gouging was illegal, but people still do it she said manipulative sales tactics are legal, but are they ethical ?

public criticism of marketing

QC's coffee and pancakes claims to serve the BEST pancakes and burgers in town opinion? whose opinoin?

puffery

making exaggerated claims about a products superiority

puffery

results vary results not typical

puffery

federal regulatory bodies monitor exchanges that take place between consumers and marketers

regulation of marketing activities

federal trade commission (FTC) and the food and drug administration

regulation of marketing activities

sometimes diagnosed at Kleptomania

shoplifting

motivations of consumer misbehaviors provocative _________ factors (crowding, extreme heaert, long wait times) (situations affect you, get uncomfy in the heat, get uncomfy waiting that long)

social

motivations of consumer misbehaviors pathological ________ (revenge against large companies, they deserve it, target wont miss this one single item, so i can take it, george flloyd example that she brought up, some might think that target deserved it, some might enjoy the thrill, some might feel alive, lots of posibilieis)

socialization

markeitng products to consumers when they do not realize that they are being targeted by marketing messages

stealth marketing

value a central component for understanding consumer behavior

the focus of misbehavior

motivations of consumer misbehaviors __________ seeking

thrill

cost the population , cost people money too, costs coming out of everyone's pocket when you shoplift true/false

true

marketing a product can lead to pollution true/false

true

product placement is a type of stealth marketing t/f

true

puffery isnt illegal, but she doesnt think its really ethical

true

shoplifting used to be adolesne, but now is moving toward later teens, early 20s true/ false

true

t/f: consumers spend a lot of time and effort to download protections for their devices and things to block viruses from intruding

true

t/f: if you are surrounded by people who misbehave, it seems more normal to misbehave too (association with others)

true

true / false consumer misbehavior is the dark side of CB

true

name first 3 motivations of consumer misbehavior 1- 2- 3-

unfulfilled aspirations, thrill seeking, lack of moral constraints