Consumer Behavior Chapter 13-18, 20 Vocab

Ritual Situation

A socially defined occasion that triggers a set of interrelated behaviors that occur in a structured format and that have symbolic meaning.

Children's Advertising Review Unit (CARU)

A special unit created by this body to review advertising aimed at children.

Blind Test

A test in which the consumer is not aware of the product's brand name.

Instrumental Motives

Activate behaviors designed to achieve a second goal.

Moods

Transient feeling states that are generally not tied to a specific event or object.

Churn

Turnover in a firm's customer base.

Consummatory Motives

Underlie behaviors that are intrinsically rewarding to the individual involved.

Spillover Sales

Sales of additional items to customers who came to purchase an advertised item.

Local Mobile Search

Searches for information from a mobile device pertaining to the current (or future planned) geographic location of a consumer.

Showbrooming

Shoppers who search in-store and ultimately buy a product online.

Webrooming

Shoppers who search online and ultimately buy a product at a physical store.

Bots

Software "robots" that do the shopping/searching for user.

Store Atmosphere

Influenced by such attributes as lighting, layout, presentation of merchandise, fixtures, floor coverings, colors, sounds, odors, and the dress and behavior of sales and service personnel.

Limited Decision Making

Involves internal and limited external search, few alternatives, simple decision rules on a few attributes, and little post purchase evaluation.

Search Engine Optimization (SEO)

Involves techniques designed to ensure that a company's web pages "are accessible to search engines and focused in ways that help improve the chances they will be found.

Attitude-Based Choice

Involves the use of general attitudes, summary impressions, intuitions, or heuristics; no attribute-by-attribute comparisons are made at the time of choice.

Behavioral Targeting

Involves tracking consumer click patterns on a website and using that information to decide on banner ad placement.

Ongoing Search

Is completed to acquire information for possible later use and because the process itself is pleasurable.

Desired State

The way an individual wants to feel or be at the present time.

Brand Loyalty

A biased behavioral response expressed over time by a decision-making unit with respect to one or more alternative brands out of a set of such brands that is a function of psychological processes.

Inert Set

Composed of those brands consumers are aware of and view in a neutral manner.

Inept Set

Composed of those brands consumers are aware of and view negatively.

E-Waste

Discarded electronic equipment such as computers, cell phones, television sets, etc.

Generic Problem Recognition

Discrepancy that a variety of brands within a product category can reduce.

Selective Problem Recognition

Discrepancy that only one brand can solve.

Postpurchase Dissonance

Doubt or anxiety after making a difficult, relatively permanent decision.

Disjunctive Decision Rule

Establishes a minimum level of performance for each important attribute.

Antecedent States

Features of the individual person that are not lasting characteristics, such as momentary moods or conditions.

Nominal Decision Making

Habitual decision making, involves no decision per se.

External Search

If a resolution is not reached through internal search, then the search process is focused on relevant external information relevant to solving the problem.

Purchase Situations

Influence consumers in order to develop marketing strategies that enhance the purchase of their products.

Extended Decision Making

Involves an extensive internal and external information search followed by a complex evaluation of multiple alternatives and significant post purchase evaluation.

Net Promoter Score

Measures the percentage of a firm's promoter customer base left after subtracting out the firm's detractors.

In-Home Shopping

Mobile apps, catalogs, telemarketing, direct mail, and TV used for shopping.

Consumption Guilt

Negative emotions or guilt feelings are aroused by the use of a product or a service.

Product Nonuse

Occurs when a consumer actively acquires a product that is not used or used only sparingly relative to potential use.

Consumer-to-Consumer Sale

Occurs when one consumer sells a product directly to another with or without the assistance of a commercial intermediary.

Internal Search

Once a problem is recognized, relevant information from long-term memory is used to determine such things as (1) if a satisfactory solution is known, (2) what the characteristics of potential solutions are, and (3) what appropriate ways exist to compare solutions.

Inactive Problem

One of which the consumer is not aware.

Active Problem

One the consumer is aware of or will become aware of in the normal course of events.

Unplanned Purchases

Purchases made in a retail outlet that are different from those the consumer planned to make prior to entering that retail outlet.

Online Privacy Concerns

Relate to consumer fears regarding how personal information about them that is gathered online might be used.

Sensory Discrimination

The ability of an individual to distinguish between similar stimuli.

Compensatory Decision Rule

The brand that rates highest on the sum of the consumer's judgments of the relevant evaluative criteria will be chosen.

Switching Costs

The costs of finding, evaluating, and adopting another solution.

Impulse Purchase

Would occur when a consumer sees a candy bar in the store and purchases it with little or no deliberation as the result of a sudden, powerful urge to have it.

External Reference Price

A price presented by a marketer for the consumer to use to compare with the current price.

External Reference Price

A price provided by the manufacturer or retailer in addition to the actual current price of the product.

Reference Price

A price with which other prices are compared.

Customer Loyalty Programs

A rewards program offered by a company to customers who frequently make purchases. A loyalty program may give a customer advanced access to new products, special sales coupons or free merchandise.

Shopping Orientation

A shopping style that puts particular emphasis on certain activities or shopping motivations.

Use Innovativeness

A consumer using a product in a new way.

Product Involvement

A consumer's level of interest in a particular product.

Committed Customer

A customer loyal to a brand and has an emotional attachment to the brand or firm.

Store Image

A given consumer's or target market's perception of all the attributes associated with a retail outlet.

Bounded Rationality

A limited capacity for processing information.

Embarrassment

A negative emotion influenced by both the product and the situation.

Internal Reference Price

A price or price range that a consumer retrieves from memory to compare with a price in the market.

Corrective Advertising

Advertising run by a firm to cause consumers to unlearn inaccurate information they acquired as a result of the firm's earlier advertising.

Symbolic Performance

Aesthetic or image-enhancement performance.

Store Brands

All of the items carried in the store are the store's own brands.

Situational Influence

All those factors particular to a time and place that do not follow from a knowledge of the stable attributes of the consumer and the stimulus and that have an effect on current behavior.

Servicescape

Also referred to as "atmosphere" when describing a service business such as a hospital, bank, or restaurant.

Relationship Marketing

An attempt to develop an ongoing, expanding exchange relationship with a firm's customers.

Surrogate Indicator

An attribute used to stand for or indicate another attribute.

Projective Techniques

An indirect measurement technique that allows the respondent to indicate the criteria someone else might use.

Children's Online Privacy Protection Act (COPPA)

Authorizes the FTC to develop specific rules to implement the provisions of the act.

Awareness Set

Composed of those brands consumers are aware of.

Evoked Set/Consideration Set

Composed of those brands or products one will evaluate for the solution of a particular consumer problem.

Perceived Risk

Considered a consumer characteristic as well as a product characteristic. For example, while many individuals would feel no social risk associated with the brand of car owned, others would.

Disposition Situation

Consumers must frequently dispose of products or product packages after or before product use.

Omni-Channel Shoppers

Consumers who browse and/or purchase in more than one channel simultaneously.

Conjunctive Decision Rule

Establishes minimum required performance standards for each evaluative criterion and selects the first or all brands that meet or exceed these minimum standards.

Physical Surroundings

Include decor, sounds, aromas, lighting, weather, and configurations of merchandise or other materials surrounding the stimulus object.

Communications Situation

Marketers often attempt to place their ads in appropriate media contexts to enhance their effectiveness.

Repeat Purchasers

People who continue to buy the same brand though they do not have an emotional attachment to it.

Lexicographic Decision Rule

Requires the consumer to rank the criteria in order of importance.

Elimination-By-Aspects Decision Rule

Requires the consumer to rank the evaluative criteria in terms of their importance and to establish a cutoff point for each criterion.

Attribute-Based Choice

Requires the knowledge of specific attributes at the time the choice is made, and it involves attribute-by-attribute comparisons across brands.

Temporal Perspectives

Situational characteristics that deal with the effect of time on consumer behavior.

Affective Choice

Tends to be more holistic. Brand is not decomposed into distinct components for separate evaluation. The focus is on the way a product will make the user feel as it is used.

Affective Performance

The emotional response that owning or using the product or outlet provides.

Servicescape

The environment in which a customer and service provider interact.

Problem Recognition

The first stage of the consumer decision process; the result of a discrepancy between a desired state and an actual state that is sufficient to arouse and activate the decision process.

Metagoal

The general nature of the outcome being sought.

Pragmatic Implications

The implied meanings that consumers derive when interpreting language in a "practical" way.

Purchase Involvement

The level of concern for, or interest in, the purchase process triggered by the need to consider a particular purchase.

Conjoint Analysis

The most popular indirect measurement approach. The consumer is presented with a set of products or product descriptions in which the evaluative criteria vary.

Social Surroundings

The other individuals present in the particular situation.

Instrumental Performance

The physical functioning of the product.

Atmospherics

The process managers use to manipulate the physical retail environment to create specific mood responses in shoppers.

Task Definition

The reason the consumption activity is occurring.

Usage Situations

The situation in which consumers select a product based on appropriateness for a specific use.

Stockouts

The store being temporarily out of a particular brand.

Store Atmosphere

The sum of all the physical features of a retail environment.

Evaluative Criteria

The various dimensions, features, or benefits a consumer looks for in response to a specific problem.

Actual State

The way an individual perceives his or her feelings and situation to be at the present time.

Retail Attraction Model/Retail Gravitation Model

Used to calculate the level of store attraction based on store size and distance from the consumer.

Perceptual Mapping

Useful indirect technique for determining evaluative criteria.