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Chapter 3 - Retail Customers
Terms in this set (21)
Occurs when the total shopping experience of the customer has been met or exceeded.
Consists of all those activities performed by the retailer that influence (1) the ease with which a potential customer can shop or learn about the store's offering, (2) the ease with which a transaction can be completed once the customer attempts to make a purchase, and (3) the customer's satisfaction with the transaction.
Is the dividing of a heterogeneous consumer population into smaller, more homogeneous groups based on their characteristics.
Include population growth trends, age distributions, ethic makeup, and geographic trends.
Is the tailoring of merchandise in each store to the preferences of its neighborhood.
Metropolitan Statistical Areas (MSA)
Are freestanding urban areas with populations in excess of 50,000.
The recent trend of children returning to live with their parents after having already moved out.
Sandwich Generational Family or Trigenerational Family
Occurs when three generations (parents, grandparents, and children) live together in the same house.
Is personal income less personal taxes.
Is disposable income minus the money needed for necessities to sustain life.
Refers to a cue that is external to the individual or a drive that is internal to the individual.
Refers to any object or phenomenon in the environment that is capable of eliciting a response.
Refers to a motivating force that directs behavior.
Passive Information Gathering
Is the receiving and processing of information regarding the existence and quality of merchandise, services, stores, shopping, convenience, pricing, advertising, and any other factors that a consumer might consider in making a purchase.
Occurs when the consumer's desired state of affairs departs sufficiently from the actual state of unrest.
Habitual Problem Solving
Occurs when the consumer relies on past experiences and learns to convert the problem into a situation requiring less thought. The consumer has a strong preference for the brand to buy and the retailer from which to purchase it.
Limited Problem Solving
Occurs when the consumer has a strong preference for either the brand or the store, but not both.
Extended Problem Solving
Occurs when the consumer recognizes a problem but has decided on neither the brand nor the store.
Active Information Gathering
Occurs when consumers proactively gather information.
Set of Attributes
Refers to the characteristics of the store and its products and services.
Arises after the purchase when the consumer becomes dissatisfied with the product, service, or retailer and thus begins to regret that the purchase was made.
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