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