Consumer Behavior Chapter 16-18
What might a consumer do during a stock out: 1) buy the same brand at another store 2) 3) delay the purchase and buy the desired brand later at the same store 4) forgo the purchase
switch brands
A consumer might infer that since a product has a relatively high price it must also
be high quality
Consumers are not aware of product brand names in _______
blind tests
In-store and online influences on ____ ____
brand choices
Crowding can generate negative emotions and reduce ______
browsing
What might a consumer do during a stock out: 1) 2) switch brands 3) delay the purchase and buy the desired brand later at the same store 4) forgo the purchase
buy the same brand at another store
This is the turnover in a firm's customer base
churn
The five decision rules of attribute-based-choices:*The first 4 are Non-compensatory* 1) Conjunctive 2) Disjunctive 3) Elmination-by-aspects 4) Lexicographic 5)
compensatory
____% of consumers don't like shopping at stores because of the crowds
58
utilitarian
A course of action that optimizes "happiness"
A choice based on the "how do I feel about it" heuristic is referred to as ________ _______. "I LIKE IT!" Affectively talking about your feeeelings.
Affective Choice
This relates to the emotional response that owning or using the product or outlet provides (determinant of satisfaction and dissatisfaction)
Affective performance
_____ requires knowledge of specific attributes and involves attribute-by-attribute comparisons across brands.
Attribute-Based Choice
Causes of _____ ______: - The degree of commitment to the decision - The importance of the decision to the consumer - The difficulty choosing among alt. - The persons tendency to anxiety
Buyers remorse
Doubts or anxiety regarding the wisdom of the purchase
Buyers remorse (post purchase dissonance)
______ decision rule Allows us to average out the good features with the bad features to determine overall brand performance.
Compensatory
________ can dramatically influence choice as when a new brand in the set makes an existing brand a compromise option, thus increasing its chances of being chosen.
Competitive context
The five decision rules of attribute-based-choices: 1) 2) Disjunctive 3) elimination-by-aspects 4)lexicographic 5) compensatory
Conjunctive
______ decision rule eliminates those not at the minimum set standard
Conjunctive
The _________ decision rule establishes a minimum level of performance for each important attribute (often a fairly high level), and all brands that meet or exceed the performance level for any key attribute are considered acceptable.
Disjunctive
The five decision rules of attribute-based-choices: *The first 4 are Non-compensatory* 1) Conjunctive 2) 3) elimination-by-aspects 4)lexicographic 5) compensatory
Disjunctive
______ decision rule Sets high standards and any brand that meets those standards are considered acceptable
Disjunctive
________ are the various dimensions, features, or benefits consumers look for in response to a specific problem.
Evaluative Criteria
The motives that underlie behaviors designed to achieve a second goal are termed
Instrumental Motives
This relates to the physical functioning of the product(determinant of satisfaction and dissatisfaction)
Instrumental performance
The ________ decision rule requires the consumer to rank the criteria in order of importance, and then the consumer selects the brand that performs best on the most important attribute.
Lexicographic
The five decision rules of attribute-based-choices:*The first 4 are Non-compensatory* 1) Conjunctive 2) Disjunctive 3) Elmination-by-aspects 4) 5) compensatory
Lexicographic
_________ decision rule Selects the brand that performs best on the most important attribute based off criteria in order of importance.
Lexicographic
Doubt about the wisdom of a purchase shortly after the purchase is referred to as
Postpurchase Dissonance
Strategies used in ______: - Increase desirability of brand bought - Decrease desirability of rejected brands - Decrease importance of the purchase decision - Return
Rationalization
After the purchase has been made, the consumer may utilize a strategy to reduce the dissonance known as
Rationalization (post purchase dissonance)
_______ relates to an individual's ability to distinguish between similar stimuli.
Sensory discrimination
The store being temporarily out of a particular brand.
Stock outs
This relates to aesthetic or image-enhancement performance (determinant of satisfaction and dissatisfaction)
Symbolic performance
Hedonic
Tendency for our moods to adapt in certain situation
_____ ___ _____ is the most common direct method of determine the relative importance of evaluation criteria
constant sum scale
What might a consumer do during a stock out: 1) buy the same brand at another store 2) switch brands 3) _____ the purchase and buy the desired brand later at ___ ____ _____ 4) forgo the purchase
delay, the same store
The five decision rules of attribute-based-choices:*The first 4 are Non-compensatory* 1) Conjunctive 2) Disjunctive 3) 4)lexicographic 5) compensatory
elimination-by-aspects
_____-___-_____ rule sets rankings and eliminates by each cut off point
elimination-by-aspects
What might a consumer do during a stock out: 1) buy the same brand at another store 2) switch brands 3) delay the purchase and buy the desired brand later at the same store 4)
forgo the purchase
______ analysis is the most common indirect method of determining the relative importance of evaluation criteria
Conjoint
Advertising can affect the importance of evaluative criteria by
increasing attention and elaboration of the evaluative criteria
servicescape is the term used to describe a ______ business, such as a hospital, bank or restaurant.
service