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MKTG 122 FINAL VOCAB

Terms in this set (166)

temporal factors
situational characteristics related to time
time pressure
urgency to act based on some real or self-imposed deadline
discretionary (spare) time
the day, hours, or minutes that are not obligated toward some compulsory and time-consuming activity
seasonality
regularly occurring conditions that vary with the time of year
circadian cycle
rhythm (level of energy) of the human body that varies with the time of day
advertiming
ads buys that include a schedule that runs the advertisement primarily at times when customers will be most receptive to the message
near-field communication
wifi-like systems communicating with specific devices within a define space like inside or around the perimeter of a retail unit or signage
shopping
set of value-producing consumer activities that directly increase the likelihood that something will be purchased
smart agent software
software capable of learning an Internet user's preferences and automatically searching out information in selected websites and then distributing it
acquisitional shopping
activities oriented toward a specific, intended purchase or purchases
epistemic shopping
activities oriented toward a specific, intended purchase or purchases
experiential shopping
recreationally oriented activities designed to provide interest, excitement, relaxation, fun, social interaction, or some other desired feeling
impulsive shopping
spontaneous activities characterized by a diminished regard for consequences, spontaneity, and a desire for immediate self-fulfillment
outshopping
shopping in a city or town to which consumers must travel rather than in their own hometowns
reversal theory
tries to explain how environmental elements can lead to near 180-degree changes in shopping orientation
personal shopping value (PSV)
overall subjective worth of a shopping activity considering all associated costs and benefits
utilitarian shopping value
worth obtained because some shopping task or job is completed successfully
hedonic shopping value
worth a shopping activity because the time spent doing the activity itself is personally gratifying
functional quality
retail positioning that emphasizes a unique environment, exciting decor, friendly employees, and, in general, the feelings experienced in a retail place
retail personality
way a retail store is defined in the mind of a shopper based on the combination of functional and effective qualities
impulsive consumption
consumption acts characterized by spontaneity, a diminished regard for consequences, and a need for self-fulfillment
unplanned shopping
shopping activity that share some, but not all, characteristics of truly impulsive consumer behavior; being characterized by situational memory, a utilitarian orientation, and feelings of spontaneity
impulsivity
personality traits that represents how sensitive a consumer is to immediate rewards
consumer self-regulation
tendency for consumers to inhibit outside, or situational, influences from interest with shopping intentions
action-oriented
consumers with high capacity to self-regulate their behavior
state-oriented
consumers with a low capacity to self-regulate their behavior
atmospherics
emotional nature of an environment or the feelings created by the total aura of physical attributes that comprise a physical environment
servicescape
physical environment in which consumer services are performed
fit
how appropriate the elements of a given environment are
congruity
how consistent the elements of an environment are with one another
olfactory
refers to humans' physical an psychological processing of smells
foreground music
music that becomes the focal point of attention and can have strong effects on a consumer's willingness to approach or avoid an environment
background music
music played below the audible threshold that would make it the center of attention
crowding
density of people and objects within a given space
nonlinear effect
a plot of an effect that does not make a straight line
source attractiveness
the degree to which a source's physical appearances matches the prototype for beauty and elicits a favorable or desirous response
emotional ability
capability of a salesperson to convey emotional information to shape a more valuable outcome for consumers
social comparison
a naturally occurring mental personal comparison of the self with a target individual within the environment
antecedent conditions
situational characteristics that a consumer brings to information processing
mental budgeting
memory accounting for recent spending
rational decision-making perspective
assumes consumers diligently gather information about purchases, carefully compare various brands of products on salients attributes, and make informed decisions regarding
experiential decision-making perspective
assumes consumers often make purchases and reach decisions based on the affect, or feeling, attached to the product or behavior under consideration
variety-seeking behavior
seeking new brands or products as a response to boredom or to satisfy a perceived need for change
behavior influence decision-making perspective
assumes many consumer decisions are actually learned responses to environmental influences
perceived risk
perception of the negative consequences that are likely to result from a course of action and the uncertainty of which course of action is best to take
extended decision making
consumers will move diligently through various problem-solving activities in search of the best information that will help them reach a decision
limited decision making
consumers search very little for information and often reach decision based largely on prior beliefs about products and their attributes
habitual decision making
consumers generally do not seek information at all when a problem is recognized and select a product based on that habit
brand loyalty
deeply held commitment to rebuy a product or service regardless of situational influences that could lead to switching behavior
brand inertia
occurs when a consumer buys a product repeatedly without any real attachment
satisficing
practice of using decision-making shortcuts to arrive at satisfactory, rather than optimal, decisions
actual state
consumers perceived current state
desired state
perceived state for which a consumer strives
consumer search behavior
behaviors that consumers engage in as they seek information that can be used to satisfy needs
ongoing search
search effort that is not necessarily focused on an upcoming purchase or decision but rather on staying up to date on the topic
prepurchase search
search effort aimed at finding information to solve an immediate problem
information overload
situation in which consumers are presented with so much information that they cannot assimilate the variety of information presented
internal search
retrieval of knowledge stored in memory about products, services, and experiences
consideration set
alternatives that are considered acceptable for further consideration in decision-making
universal set
total collection of all possible solutions to a consumer problem
awareness set
set of alternatives in which the consumer is aware
inept set
alternatives in the awareness set about which consumers are indifferent or do not hold strong feelings
inert set
alternatives in the awareness set about which consumers are indifferent or do not hold strong feelings
external search
gathering of information from sources external to the consumer such as friends, family, salespeople, advertising, independent research report, and the Internet
price
information that signals the amount of potential value contained in a product
quality
perceived overall goodness or badness of some product
search regret
negative emotions that come from failed search processes
evaluative criteria
attributes that consumes consider when reviewing alternative solutions to a problem
feature
performance characteristic of an objective
benefit
perceived favorable results derived from a particular feature
determinant criteria
criteria that are most carefully considered and directly related to the actual choice that is made
bounded rationality
idea that consumers attempt to act rationally within their information-processing constraints
affect-based evaluation
evaluative process wherein consumers evaluate products based on the overall feeling that is evoked by the alternative
attribute-based evaluation
evaluative process wherein alternative are evaluated across a set of attributes that are considered relevant to the purchase situation
product categories
mental representations of stores knowledge about groups of products
perceptual attributes
attributes that are visually apparent and easily recognizable
underlying attributes
attributes that are not readily apparent and can be learned only through experience of contact with the product
signal
attribute that consumers use to infer something about another attribute
judgments
mental assessments of the presence of attributes and the benefits associated with those attributes
attribute correlation
perceived relationship between product features
conjoint analysis
technique used to develop an understanding of the attributes that guide consumer preferences by having consumers compare product preferences across varying levels of evaluative criteria and expected utility
compensatory rule
decision rule that allows consumers to select products that may perform poorly on one criterion by compensating for the poor performance by good performance on another
noncompensatory rule
decision rule in which strict guidelines are set prior to selection and any option that does not meet the guidelines is eliminated from consideration
conjunctive rule
noncompensatory decision rule where the option selected must surpass a minimum cutoff across all relevant attributes
disjunctive rule
noncompensatory decision rule where the option selected is thought to perform best on the most important attribute
elimination-by-aspects rule (EBA)
noncompensatory decision rule where the consumer begins evaluating options by first looking at the most important attribute and eliminating any option that does not meet a minimum cutoff point for that attribute, and where subsequent evaluations proceed in order of importance until only one option remains
durable goods
goods that are typically expensive and usually consumed over a long period of time
nondurable goods
goods that are typically inexpensive and usually consumed quickly
consumption frequency
number of times a product or service is consumed in a given period of time
authenticity
the degree to which an object, person, or experience seems real, genuine, unique, and part of history or tradition
meaning transference
process through which cultural meaning is transferred to a product and onto the consumer
top-line performance
a business term referring to sales growth (sales being at the top of an earnings statement)
consumer satisfaction
mild, positive emotion resulting from a favorable appraisal of a consumption outcome
consumer dissatisfaction
mild, negative affective reaction resulting from an unfavorable appraisal of a consumption outcome
expectancy/disconfirmation theory
satisfaction formation theory that proposes that consumers use expectations as a benchmark against which performance perceptions exceed expectations
positive disconfirmation
according to the expectancy/disconfirmation approach, a perceived state wherein performance perceptions exceed expectations
negative disconfirmation
according to the expectancy/disconfirmation approach, a perceived state wherein performance perceptions fall short of expectations
expectations
pre-consumption beliefs of what will occur during an exchange and consumption of a product
hope
a fundamental emotion evoked by positive, anticipatory appraisals that signal uncertainty about a potentially positive outcome
confirmatory bias
tendency for expectations to guide performance perceptions
self-perception theory
theory that states that consumers are motivated to act in accordance with their attitudes and behaviors
service quality
overall goodness or badness of a service experience, which is often measured by SERVQUAL
SERVQUAL
way of measuring service quality that captures consumers' disconfirmation of service expectations
desire
level of particular benefit that will lead to a valued end state
equity theory
theory that proposes that people compare their own level of inputs and outcomes to those of another party in exchange
distribute fairness
refers to the way a consumer judges the outcomes of an exchange
interactional fairness
captures how fairly a consume believes he or she was treated when dealing with service personnel in resolving some issue
attribution theory
theory that proposes that consumers look for the cause of particular consumption experiences when arriving at satisfaction judgments
cognitive dissonance
an uncomfortable feeling that occurs when a consumer ha lingering doubts about a decision that has occured
left skewed
distribution of responses consistent with most respondents choosing responses so the distribution is clustered toward the positive end of the scale
packrats
consumers possessing high levels of a lifestyle trait leading to a strong tendency toward retaining consumption-related possessions
procedural justice
an equity-based cognition representing the extent that consumers believe the processes involved in processing a transaction, performing a service, or handling any complaint are fair
critical incident
exchange between consumers and businesses that the consumer views as unusually negative with implications for the relationship
complaining behavior
action that occurs when a consumer actively seeks out someone (supervisor, service provider, etc) with whom to share an opinion regarding a negative consumption event
rancorous revenge
when a consumer yells insults and makes a public scene in an effort to harm the business in response to an unsatisfactory experience
retaliatory revenge
consume becomes violent with employees and/or tries to vandalize a business in response to an unsatisfactory experience
negative word-of-mouth
action that take place when consumers pass on negative information about a company from one to another
positive WOM
action that occurs when consumers spread information from one to another about positive consumption experiences with companies
negative public publicity
action that occurs when negative WOM spreads on a relatively large scale, possibly even involving media coverage
third-party endorsement
one form of publicity in which an ostensibly objective outsider (neither the customer nor the business) provides publicly available purchase recommendations or evaluations
switching
times when a consumer chooses a competing choice, rather than the previously purchased choice, on the next purchase occasion
switching costs
costs associated with changing from one choice (brand/retailer/service provider) to another
procedural costs
lost time and extended effort spent in learning ways of using some product offering
financial switching costs
total economic resources that must be spent or invested as a consumer learns how to obtain value from a new product choice
relational switching cost
emotional and psychological consequences of changing from one brand/retailer/service provider to another
competitive intensity
number of firms competing for business within a specific category
customer share
portion of resources allocated to one brand from among the set of competing brands
share of wallet
customer share
consumer inertia
situation in which a consumer tends to continue a pattern of behavior until some stronger force motivates him or her to change
loyalty card/program
device that keeps track of the amount of purchasing a consumer has had with a given marketer once some level is reached
customer commitment
sense of attachment, dedication, and identification
antiloyal consumers
consumers who will do everything possible to avoid doing business with a particular marketer
relationship quality
degree of connectedness between a consumer and a retailer
consumer misbehavior
behaviors that are in some way unethical and that potentially harm the self of others
moral beliefs
beliefs about the perceived ethicality or morality of behaviors
contractualism
beliefs about the violation of written (or unwritten) laws
relativism
beliefs about the social acceptability of an act in a culture
deontological evaluations
evaluations regarding the inherent rightness or wrongness of specific actions
teleological evaluations
consumers' assessment of the goodness or badness of the consequences of actions
consumer problem behavior
consumer behavior that is deemed to be unacceptable but that is seemingly beyond the control of the consumer
compulsive consumption
repetitive, excessive, and purposeful consumer behaviors that are performed as a response to tension, anxiety, or obtrusive thoughts
binge eating
consumption of large amounts of food while feeling a general loss of control over food intake
binge drinking
consumption of five or more drinks in a single drinking session for men and four or more drinks for women
problem gambling
obsession over the thought of gambling and the loss of control over gambling behavior and its consequences
ethics
standards or moral codes of conduct to which a person, group, or organization adheres
marketing ethics
societal and professional standards and right and fair practices that are expected of marketing managers as they develop and implement marketing strategies
marketing concept
states a firm should focus on consumer needs as a means of achieving long-term success
consumerism
activities of various groups to voice concern for, and to protect, basic consumer rights
Consumer Bill of Rights
introduced by John F. Kennedy in 1962, lists of rights that include the right to safety, right to be informed, and the right to redress and to be heard, and the right to choice
morals
personal standards and beliefs used to guide individual actions
corporation social responsibility (CSR)
organization's activities and status related to its societal obligations
societal marketing concept
marketing concept that states that marketers should consider not only the wants and needs of consumers but also the needs of society
deceptive advertising
message that omits information that is important in influencing a consumer's buying behavior and is likely to mislead consumers acting reasonably
puffery
practice of making exaggerated claims about a product of its superiority
planned obsolescence
act of planning the premature discontinuance of product models that perform adequately
sales orientation
practice of using sales techniques that are aimed at satisfying the saleperson's own needs and motives for short-term sales success
customer orientation
practice of using sales techniques that focus on customer needs
foot-in-the-door technique
ingratiation technique used in personal selling in which a salesperson begins with a small request and slowly leads up to the major one
door-in-the-face technique
ingratiation technique used in personal selling in which a salesperson begins with a major request then follows with a series of smaller requests
even-a-penny-will help technique
ingratiation technique in which a marketing message is sent that suggests that even the smallest donation, such as a penny or dollar, will help the cause
"I'm working for you!" technique
technique used by salespeople to create the perception that they are working as hard as possible to close a sale when they really are not doing so
products liability
extent to which businesses are held responsible for product-related injuries
strict liability
legal action against a firm whereby a consumer demonstrated in court that an injury occurred and that the product associated with the injury was faulty in some way
negligence
situation whereby an injured consumer attempts to show that a firm could foresee a potential injury might occur and then decided not to act on that knowledge
punitive damages
damages that are sought to punish a company for behavior associated with an injury
compensatory damages
damages that are intended to cover costs incurred by a consumer due to an injury
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