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
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.
inner tension that a consumer experiences after recognizing an inconsistency between behavior and values or opinions
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)
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
the enduring belief that a specific mode of conduct is personally or socially preferable to antoher mode of conduct
a homogeneous group of people who share elements of the overall culture as well as unique elements of their own group
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
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.
Nonaspirational reference group
a group with which an individual does not want to associate with (KKK)
a way of organizing and grouping the consistencies of an individual's reactions to situations
how consumers perceive themselves in terms of attitudes, perceptions, beliefs, and self- evaluations
the process by which people select, organize, and interpret stimuli into a meaningful and coherent picture.
the process whereby a consumer notices certain stimuli and ignores others (notice only 11 out of 2500 noticed products at store)
a process whereby a consumer changes or distorts informations that conflicts with his or her beliefs (MP3 better than iPod...)
a process whereby a consumer remembers only that information that supports their beliefs.
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
a process that creates changes in behavior, immediate or expected, through experience and practice
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)