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Marketing Test 2 Ch. 6

STUDY
PLAY
Consumer behavior
processes a customer uses to make purchase decisions, as well as to use and dispose of purchased goods or services; also includes factors that influence purchase decisions and product use.
Consumer decision-making process
a five-step process used by consumers when buying goods or services
Need Recognition
result of an imbalance between actual and desired states
Want
recognition of an unfulfilled need and a product that will satisfy it
Stimulus
any unit of input affecting one or more of the five senses
Internal Information Search
the process of recalling past information stored in memory
External Information Search
the process of seeking information in the outside environment
Nonmarketing-controlled information source
a product information source that is not associated with advertising or promotion (Consumer Report)
Marketing-controlled information source
a product information source that originates with marketers promoting the product (Radio, TV, Articles, etc.)
Evoked Set/Consideration Set
a group of brands, resulting from an information search, from which a buyer can choose.
Cognitive Dissonance
inner tension that a consumer experiences after recognizing an inconsistency between behavior and values or opinions
Involvement
the amount of time and effort a buyer invests in the search, evaluation, and decision processes of consumer behavior
Routine Response Behavior
the type of decision making exhibited by consumers buying frequently purchased, low-cost goods and services; requires little search time (tooth paste)
Limited Decision Making
the type of decision making that requires a moderate amount of time for gathering information and deliberating about an unfamiliar brand in a familiar product category (new type of detergent0
Extensive Decision Making
the most complex type of consumer decision making, used when buying an unfamiliar, expensive product or an infrequently bought item; requires use of several criteria for evaluating options and much time for seeking information (car)
Culture
the set of values, norms, attitudes, and other meaningful symbols that shape human behavior and the artifacts, or products, of that behavior as they are transmitted from one generation to the next
Value
the enduring belief that a specific mode of conduct is personally or socially preferable to antoher mode of conduct
Subculture
a homogeneous group of people who share elements of the overall culture as well as unique elements of their own group
Social class
a gourp of people in a society who are considered nearly equal in status or community esteem, who regularly socialize among themselves both formally and informally, and who share behavioral norms
Reference group
a group in society that influences an individual's purchasing behavior
Primary membership group
a reference group with which people interact regularly in an informal, face-to-face manner, such as family, friends, and coworkers
Secondary membership group
a reference group with which people associate less consistently and more formally than a primary membership group such as professional club or religious club.
Aspirational reference group
a group that someone would like to join
Norm
a value or attitude deemed acceptable by a group
Nonaspirational reference group
a group with which an individual does not want to associate with (KKK)
Opinion Leader
an individual who influences the opinions of others (Jennifer Garner Neutrogena)
Socialization process
how cultural values and norms are passed fown to children
Personality
a way of organizing and grouping the consistencies of an individual's reactions to situations
Self-concept
how consumers perceive themselves in terms of attitudes, perceptions, beliefs, and self- evaluations
Ideal self-image
The way and individual would like to be
Real self-image
The way an individual actually perceives ones self.
Perception
the process by which people select, organize, and interpret stimuli into a meaningful and coherent picture.
Selective exposure
the process whereby a consumer notices certain stimuli and ignores others (notice only 11 out of 2500 noticed products at store)
Selective Distortion
a process whereby a consumer changes or distorts informations that conflicts with his or her beliefs (MP3 better than iPod...)
Selective Retention
a process whereby a consumer remembers only that information that supports their beliefs.
Motive
a driving force that causes a person to take action to satisfy specific needs
Maslow's Hierarchy of Needs
a method classifying human needs and motivations into five categories in ascending order of importance PSSES Physiological, safety, social, esteem, self-actualization
Learning
a process that creates changes in behavior, immediate or expected, through experience and practice
Stimulus Generalization
a form of learning that occurs when one response is extended to a second stimulus similar to the first (Kool Aid Pops relies on Kool Aid drink)
Stimulus discrimination
a learned ability to differentiate among similar products (Coke v. Pepsi)
Belief
an organized pattern of knowledge that an individual holds as true about his or her word
Attitude
a learned tendency to respond consistently toward a given object