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CB Chpt 10

Terms in this set (31)

Atmospherics
the use of space and physical features in store design to evoke certain effects in buyers
Being space
a retail environment that resembles a residential living room where customers are encouraged to congregate
While __________ refers to the actual number of people occupying a space, _________ refers to a negative affective state that occurs as a result of this.
-Density
-Crowding
Co-consumers
other patrons in a consumer setting
-Large numbers of people lead to arousal
-Interpretation of arousal: density vs. crowding
-Type of consumer patrons matters
-Relationships with sales staff
Consumer satisfaction/dissatisfaction (CS/D)
the overall attitude a per- son has about a product after it has been purchased
Divestment rituals
the act of "freeing up" objects as they are passed from one owner to another
Exchange theory
the perspective that every interaction involves an exchange of value
Expectancy disconfirmation model
states that we form beliefs about product performance based on prior experience with the product and/ or communications; our responses to the product can be influenced by whether the product experience is below, at par with, or above expectations
Gemba
a Japanese term meaning the one true source of information
Impulse buying
a process that occurs when the consumer experiences a sudden urge to purchase an item he or she cannot resist
Lateral cycling
a process where already-purchased objects are sold to others or exchanged for other items
Minipreneurs
persons who own a one-person business
Point-of-purchase (POP) stimuli
the promotional materials that are de- ployed in stores or other outlets to influence consumers' decisions at the time products are purchased
Pretailer
an online e-tailer that offers consumers some influence over the final product at the stage of manufacturing/production
Queuing theory
the mathematical study of waiting lines
-Waiting for product = good quality
-Too much waiting = negative feelings
-Marketers use "tricks" to minimize psychological waiting time
Relationship marketing
the process of creating, maintaining, and enhanc- ing strong, value-laden relationships with customers
Retail theming
a strategy involving the creation of imaginative store en- vironments that transport shoppers to fantasy worlds or provide other kinds of stimulation
Shopping orientation
a consumer's general attitudes and motivations regarding the act of shopping
Store image
a store's "personality," composed of such attributes as loca- tion, merchandise suitability, and the knowledge and congeniality of the sales staff
Time poverty
the feeling that one is more pressed for time than ever before
Total quality management (TQM)
management and engineering pro- cedures aimed at reducing errors and increasing quality; based on Japanese practices
Unplanned buying
buying that occurs when a person unfamiliar with a store's layout is under some time pressure or when a person is reminded to buy something by seeing it on a store shelf
Consumption Situation:
Situational Self-Image:
-Factors beyond characteristics of the person and of the product that influence the buying and/or using of products and services

-The role a person plays at any one time.
Dimensions of Emotional States
Arousing --- Sleepy
Unpleasant --- pleasant
Shopping Orientation
Economic consumer
Personalized consumer
Ethical consumer
Apathetic consumer
Recreational shopper
Issues Related to Purchase and Postpurchase Activities
A consumer's choices are affected by many personal factors...and the sale doesn't end at the time of purchase
Antecedant States
Purchase environment
Post purchase process
Antecedant States
Situational Factors
usage contexts
time pressure
Mood
shopping orientation
Purchase environment
shopping experience
POP stimiuli
sales interactions
Post purchase process
Consumer satisfaction
product disposal
Alternative markets
Physical and Social Surroundings
Affect a consumer's motives for product usage and product evaluation
-Décor, odors, temperature
-Co-consumers as product attributes
Temporal Factors
-Economic time
-Time style: Consumers try to maximize satisfaction by dividing time among tasks
-Time poverty
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