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The actions a person takes in purchasing and using products and services,
including the mental and social processes that precede and follow these actions.
The behavioral sciences help answer questions such as :
Why people choose one product or brand over another,
How they make these choices, and
How companies use this knowledge to provide value to consumers
1. problem recognition,
2. information search,
Five Stages
3. alternative evaluation,
of
4. purchase decision, and
Consumer Behavior
5. post-purchase behavior.
Exter
Do not buy
E. Postpurchase Behavior: Value in Consumption or Use
After buying a product, the consumer compares it with expectations and is either satisfied or dissatisfied.
Satisfaction or dissatisfaction affects
o consumer value perceptions
o consumer communications
o repeat-purchase behavior.
Many firms work to produce positive postpurchase communications among consumers and contribute to relationship bu
sellers and buyers.
Cognitive Dissonance. The feelings of postpurchase psychological tension or anxiety a consumer often experiences
Firms often use ads or follow-up calls from salespeople in this postpurchase stage to try to convince buyers that they ma
decision.
1. is expensive,
2. can have serious personal consequences, or
3. could reflect on one’s social image.
Three general problem-solving variations exist in the consumer purchase decision process:
Virtually a habit
involves little effort seeking external information and evaluating alternatives.
Routine Problem Solving
Typically used for low-priced, frequently purchased products.
Involvement and Marketing Low and high consumer involvement has important implications for marketing strategy, w
products that are market leaders from their challengers.
Strategy
G. Situational Influences
The purchase task The reason for engaging in the decision.
Five Social surroundings Including others present when a purchase decision is made.
situational Physical surroundings Such as decor, music, and crowding in retail stores.
influences Temporal effects Such as time of day or the amount of time available.
Antecedent states Which include the consumer’s mood or amount of cash on hand
basic to survival.
Physiological needs
self-preservation
Safety needs physical well-bein
love
friendship.
From lowest to highest, the hierarchy is:
achievement
Social needs status
prestige
self-respect.
personal fulfillmen
Self-actualization needs
2. Personality
A person's consistent behavior or responses to recurring situations.
Research suggests that key traits affect brand and product-type preferences.
Cross-cultural analysis also suggests that residents of different countries have a national character, or a di
characteristics common among people of a country or society.
Personality characteristics are often revealed in a person’s self-concept, which is the way people see them
believe others see them.
B. Perception
The process by which an individual uses information to create a meaningful picture of the world by
o selecting,
o organizing
o interpreting
Perception is important because people selectively perceive what they want and it affects how people see
1. Selective Perception
Filtering
o exposure,
o comprehension, and
Selective perception
o retention
in the human brain’s attempt to organize and interpret information.
Consumers can pay attention to messages that are consistent with their own atti
Selective exposure Consumers can ignore messages that are inconsistent.
2. Perceived Risk
Anxieties felt
o Consumes cannot anticipate the outcomes of a purchase
o Believe that there may be negative consequences.
Marketers try to reduce a consumer's perceived risk and encourage purchases by strategies such as provid
o Free trial of a product
o Securing endorsements from influential people
o Providing warranties and guarantees.
C. Learning
Those behaviors that result from
o Repeated experience
o Thinking.
1. Behavioral Learning
The process of developing automatic responses to a situation built up
through repeated exposure to it.
drive A need that moves an individual to action
cue A stimulus or symbol perceived by consumers
response The action taken by a consumer to satisfy the drive.
reinforcement The reward.
Marketers use two concepts from behavioral learning theory:
Occurs when a response elicited by one stimulus (cue) is generalized
Stimulus generalization Using the same brand name for different products is an application of
2. Cognitive learning
Involves making connections between two or more ideas
or simply observing the outcomes of others’ behaviors
and adjusting one's accordingly.
3. Brand loyalty
Is a favorable attitude and consistent purchase of a single brand over time.
Brand loyalty differs across countries
personally or socially preferable modes of conduct or states of existence that are enduring.
Values
consumer's subjective perception of how well a product or brand performs on different attribu
Beliefs
2. Attitude Change
Approaches Changing beliefs about the extent to which a brand has certain attrib
to try to Changing the perceived importance of attributes.
change consumer Adding new attributes to the product.
attitudes
E. Lifestyle
Lifestyle is a mode of living that is identified by
activities How a person spends time and resources
interests What a person considers important in the environment
opinions what a person thinks of self and the world
Psychographics
o The analysis of consumer lifestyle
o helps to segment and target consumers for new and existing products.
Self-orientation Resou
Three patterns of attitudes and activities that help people reinforce their social self-image.
The three patterns are oriented toward
o principles,
o status,
o action.
A. Personal Influence
individuals who exert direct or indirect
Opinion leaders others
Aspects of personal influence important to
marketing People influencing each other during fa
Power of word of mouth has been magn
Word of mouth
e-mail
B. Reference Groups
Reference groups are people to whom an individual looks as a basis for self-appraisal or as a source of personal s
groups have an important influence on the purchase of luxury products but not of necessities. :
Three groups have clear marketing Membership one to which a person actually belongs
group
C. Family Influence
Family influences on consumer behavior result from three sources:
o consumer socialization
o passage through the family life cycle
o decision making within the family.
Consumer Consumer socialization is the process by which people acquire the skills, knowledge, and attit
Socialization as consumers
young
Youn
The distinct phases that a family progresses through from formation to
childr
Family Life retirement
Youn
Cycle Each phase bringing with it identifiable purchasing behaviors.
The o
older
D. Social Class
The relatively permanent, homogeneous divisions in a society into which people sharing similar values, i
grouped.
Determinants of social class include
o occupation,
o source of income (not level of income)
o education.
Social class is a basis for identifying and reaching particularly good prospects for products and services.
o Upper classes are targeted by companies for items such as financial investments, expensive cars, a
o Middle classes represent a target market for home improvement centers and automobile parts stor
o Lower classes are targeted for products such as sports and scandal magazines.