Marketing Chapter 4 - Consumer Behavior

new buy

A buying situation in which a business customer is purchasing a product for the very first time.

straight rebuy

A buying situation in which a business customer signals its satisfaction by agreeing to purchase the same product at the same price.

modified rebuy

A buying situation in which the customer's needs change slightly or they are not completely satisfied with the product they purchased.

search-engine marketing

A form of Internet marketing that promotes websites by increasing their visibility in search-engine results pages.

lifestyle

A person's pattern of living as expressed in his or her activities, interests, and opinions

original equipment manufacturer (OEM)

A producer whose products are used as components or subsystems in another firm's products.

extended problem solving

Consumer decisions requiring considerable cognitive activity, thought, and behavioral effort.

external information search

Consumers' search for information beyond their personal knowledge and experience to support them in their buying decision.

internal information search

Consumers' use of past experiences with items from the same brand or product class as sources of information.

situational influence

Factors like time and social surroundings that serve as an interface between the consumers and their decision-making process.

opinion leaders

Individuals who exert an unequal amount of influence on the decisions of others because they are considered knowledgeable about particular products.

sensory marketing

Marketing that engages consumers' senses and affects their behaviors.

mobile payment

Payment services performed from or via a mobile device, and operated under financial regulation. Also called digital wallets.

implicit attitude

Positive and negative evaluations that occur outside of our conscious awareness toward an attitude object

attribute-based choice

Process in which consumers select a product based on attribute-by-attribute comparisons across brands.

Attitude-Based Choice

Process that involves the use of general attitudes and summary impressions.

reminder purchases

Purchases that occur due to retailers' prompts to consumers while consumers are in the store.

impulse purchases

Purchases that occur when a consumer sees an item in-store and purchases it, with little or no deliberation, as the result of a sudden, powerful urge to have it.

resellers

Retailers and wholesalers who buy finished goods and resell them for a profit.

Business-to-consumer (B2C)

Selling goods and services to end-user customers.

evoked set

The brands or products a person will evaluate as options for the solution of a particular consumer problem. Also known as a consideration set.

family life cycle

The distinct family-related phases that an individual progresses through over the course of his or her life.

buying center

The group of people within an organization who are involved in a purchase decision.

cognitive dissonance

The mental conflict that people undergo when they acquire new information that contradicts their beliefs or assumptions.

wholesaling

The sale of goods to retailers, to industrial, commercial, institutional, or other professional business users, or to other wholesalers.

problem recognition

The stage of the buying process in which consumers recognize a gap between their current situation and a desired end-state

Consumer Behavior

The study of individuals, groups, or organizations and the processes they use to select, secure, use, and dispose of products, services, experiences, or ideas to satisfy needs and the impacts that these processes have on the consumer and society.

reference group

a collection of people to whom a consumer compares himself or herself

wholesaler

a company that buys large quantities of products from manufacturers and then sells those products to retailers

values

a consumer's belief that specific behaviors are socially or personally preferable to other behaviors

consumption subculture

a distinctive subgroup of society that self-selects on the basis of a shared commitment to a particular product class, brand, or consumption activity

self-actualization

a person's full potential and the need to realize that potential

attitude

a relatively enduring organization of beliefs, feelings, and behavioral tendencies toward socially significant objects, groups, events, or symbols, typically expressed through general liking or disliking or the attitude target

subculture

a segment of a larger culture whose members share distinguishing values and patterns of behavior

social network

a set of social actors (such as individuals or organizations) along with the set of ties between each pair of actors

North American Industry Classification System (NAICS)

an industry-classification system used by the members of NAFTA to generate comparable statistics for businesses and industries across the three countries

belief

an organized pattern of knowledge that an individual holds as true about his or her world

stimulus

any input affecting one of the five senses

retailer

any organization that sells directly to end-user consumers

habitual decision making

consumer decisions made out of habit, without much deliberation or product comparison

derived demand

demand for one product that occurs because of demand for a related product

norms

formal and informal societal rules that specify or prohibit certain behaviors in specific situations

Business-to-business (B2B)

marketing to organizations that acquire goods and services in the production of other goods and services that are then sold or supplied to others

business-to-business marketing

marketing to organizations that acquire goods and services in the production of other goods and services that are then sold or supplied to others

affective choice

process in which consumers make a choice based on how they think the product will make them feel

unplanned purchases

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

high-involvement products

significant purchases that carry a greater risk to consumers if they fail

evaluative criteria

the attributes a consumer considers important about a certain product

country-of-origin effects

the beliefs and associations people in one country have about goods and services produced in another country

culture

the broad set of knowledge, beliefs, laws, morals, customs and any other capabilities or habits acquired by humans as members of society

membership reference group

the group to which a consumer actually belongs

aspiration reference group

the individuals a consumer would like to emulate

motivation

the inward drive we have to get what we need or want.

learning

the modification of behavior that occurs over time due to experiences and other external stimuli

esteem

the need all humans have to be respected by others as well as by themselves

dissociative reference group

the people that the individual would not like to be like

involvement

the personal, financial, and social significance of the decision being made

perception

the psychological process by which people select, organize, and interpret sensory information to form a meaningful picture of the world.

sensation

the result of a stimulus impinging on the receptor cells of a sensory organ

Personality

the set of distinctive characteristics that lead an individual to respond in a consistent way to certain situations.

Psychological processes

the underlying psychological mechanisms that can influence consumer behavior