Baylor Marketing 3305 Hacker Chapter 6 – Flashcards
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consumer behavior
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the process involved when individuals or groups select, purchase, use, and dispose of goods, services, ideas, or experiences to satisfy their needs and desires
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involvement
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the relative importance of perceived consequences of the purchase to a consumer
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perceived risk
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the belief that choice of a product has potentially negative consequences, whether financial, physical, or social
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problem recognition
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the process that occurs whenever the consumer sees a significant difference between his or her current state of affairs and some desired or ideal state; this recognition initiates the decision-making process
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information search
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the process whereby a consumer searches for appropriate information to make a reasonable decision
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evoked set
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all of the alternative brands a consumer is aware of when making a decision
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consideration set
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the alternative brands a consumer seriously considers in making a decision
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comparison shopping agents or shopbots
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web applications that help online shoppers find what they are looking for at the lowest price and provide customer reviews and ratings of products and sellers
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determinant attributes
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the features most important to differentiate and compare among the product choices
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evaluative criteria
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the dimensions consumers use to compare competing product alternatives
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compensatory decision rules
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the methods for making decisions that allow information about attributes of competing products to be averaged in some way
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heuristics
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a mental rule of thumb that leads to a speedy decision by simplifying the process
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brand loyalty
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a pattern of repeat product purchases, accompanied by an underlying positive attitude toward the brand, based on the belief that the brand makes products superior to those of its competition
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consumer satisfaction/dissatisfaction
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the overall feelings or attitude a person has about a product after purchasing it
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cognitive dissonance
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the anxiety or regret a consumer may feel after choosing from among several similar attractive choices
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perception
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the process by which people select, organize, and interpret information from the outside world
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exposure
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the extent to which a stimulus is capable of being registered by a person's sensory receptors
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subliminal advertising
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supposedly hidden messages in marketers' communication
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attention
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the extent to which a person devotes mental processing to a particular stimulus
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multitasking
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moving back and forth between various activities such as e-mails, TV, instant messages, and so on
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rich media
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a digital advertising term for an ad that includes advanced features other elements like video and audio that encourage viewers to interact and engage with the content
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interpretation
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the process of assigning meaning to a stimulus based on prior associations a person has with it and assumptions he or she makes about it
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motivation
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an internal state that drives us to satisfy needs by activating goal-oriented behavior
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hierarchy of needs
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an approach that categorizes motives according to five levels of importance, the more basic needs being on the bottom of the hierarchy and the higher needs at the top
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gamification
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a strategy in which marketers apply game design techniques, often by awarding of points, badges, or levels, to non-game experiences to engage consumers
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learning
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a relatively permanent change in behavior caused by acquired information or experience
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behavioral learning theories
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theories of learning that focus on how consumer behavior is changed by external events or stimuli
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classical conditioning
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the learning that occurs when a stimulus eliciting a response is paired with another stimulus that initially does not elicit a response on its own but will cause a similar response over time because of its association with the first stimulus
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operant conditioning
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learning that occurs as the result of rewards or punishments
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data brokers
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companies that collect information on consumers, use it to create detailed profiles of individuals, and sell or share the information with others
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cognitive learning theory
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theory of learning that stresses the importance of internal mental processes and that views people as problem solvers who actively uses information from the world around them to master their environment
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observational learning
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learning that occurs when people watch the actions of others and note what happens to them as a result
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attitude
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a learned predisposition to respond favorably or unfavorably to stimuli on the basis of relatively enduring evaluations of people, objects, and issues
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affect
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the feeling component of attitudes; refers to the overall emotional response a person has to a product
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sadvertising
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advertising designed to arouse more negative emotions to get our attention and create a bond with their products
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cognition
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the knowing component of attitudes; refers to the beliefs or knowledge a person has about a product and its important characteristics
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behavior
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the doing component of attitudes; involves a consumer's intention to do something, such as the intention to purchase or use a certain product
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personality
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the set of unique psychological characteristics that consistently influences the way a person responds to situations in the environment
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self-concept
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an individual's self-image that is composed of a mixture of beliefs, observations, and feelings about personal attributes
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family life cycle
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a means of characterizing consumers within a family structure on the basis of different stages through which people pass as they grow older
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lifestyle
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the pattern of living that determines how people choose to spend their time, money, and energy and that reflects their values, tastes, and preferences
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culture
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the values, beliefs, customs, and tastes a group of people values
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subculture
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a group within a society whose members share a distinctive set of beliefs, characteristics, or common experiences
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microcultures
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groups of consumers who identify with a specific activity or art form
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consumerism
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a social movement that attempts to protect consumers from harmful business practices
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conscientious consumerism
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a continuation of the consumerism movement in which consumers are much more mindful of environmental issues in their daily purchases and marketers support consumerism issues in their advertising
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social class
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the overall rank or social standing of groups of people within a society according to the value assigned to factors such as family background, education, occupation, and income
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status symbols
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visible markers that provide a way for people to flaunt their membership in higher social classes (or at least to make others believe they are members)
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mass class
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the hundreds of millions of global consumers who now enjoy a level of purchasing power that's sufficient to let them afford high-quality products-except for big-ticket items like college educations, housing, or luxury cars
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reference group
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an actual or imaginary individual or group that has a significant effect on an individual's evaluations, aspirations, or behavior
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opinion leader
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a person who is frequently able to influence others' attitudes or behaviors by virtue of his or her active interest and expertise in one or more product categories
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gender roles
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society's expectations regarding the appropriate attitudes, behaviors, and appearance for men and women
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business-to-business (B2B) markets
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the group of customers that include manufacturers, wholesalers, retailers, and other organizations
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organizational markets
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another name for business-to-business markets
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producers
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the individuals or organizations that purchase products for use in the production of other goods and services
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resellers
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the individuals or organizations that buy finished goods for the purpose of reselling, renting, or leasing to others to make a profit and to maintain their business operations
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government markets
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the federal, state, county, and local governments that buy goods and services to carry out public objectives and to support their operations
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North American Industry Classification System (NAICS)
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The numerical coding system that the United States, Canada, and Mexico use to classify firms into detailed categories according to their business activities
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derived demand
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demand for business or organizational products caused by demand for consumer goods or services
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inelastic demand
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demand in which changes in price have little or no effect on the amount demanded
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joint demand
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demand for two or more goods that are used together to create a product
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buy-class
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One of three classifications of business buying situations that characterizes the degree of time and effort required to make a decision
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straight re-buy
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a buying situation in which business buyers make routine purchases that require minimal decision making
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modified buy
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a buying situation classification used by business buyers to categorize a previously made purchase that involves some change and that requires limited decision making
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new-task buy
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a new business-to-business purchase that is complex or risky and that requires extensive decision making
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buying center
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the group of people in an organization who participate in a purchasing decision
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business buying decision process
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recognize the problem, search for information, evaluate the alternatives, select the product and supplier, evaluate post-purchase
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product specifications
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a written description of the quality, size, weight, and other details required of a product purchase
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customer reference program
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a formalized process by which customers formally share success stories and actively recommend products to other potential clients, usually facilitated through an online community
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single sourcing
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the business practice of buying a particular product from only one supplier
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multiple sourcing
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the business practice of buying a particular product from several different suppliers
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reciprocity
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a trading partnership in which two firms agree to buy from one another
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outsourcing
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the business buying process of obtaining outside vendors to provide goods or services that otherwise might be supplied in house
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offshoring
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a process by which companies contract with companies or individuals in remote places like China or India to perform work they used to do at home
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reverse marketing
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a business practice in which a buyer firm attempts to identify suppliers who will produce products according to the buyer firm's specifications
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business-to-business (B2B) e-commerce
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online exchanges between companies and individual consumers
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intranet
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an internal corporate communication network that uses Internet technology to link company departments, employees, and databases
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extranet
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a private, corporate computer network that links company departments, employees, and databases to suppliers, customers, and others outside the organization
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malware
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software designed specifically to damage or disrupt computer systems
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firewall
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a combination of hardware and software that ensures that only authorized individuals gain entry into a computer system
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encryption
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the process of scrambling a message so that only another individual (or computer) with the right "key" can unscramble it
