Marketing 7th Canadian Edition

1. Marketing7th Canadian Edition

3. Describe the stages in the consumer purchase decision process. Distinguish among three variations of the consumer purchase decision process: routine, limited, and extended problem solving. Identify major psychological influences on consumer behaviour. Identify the major sociocultural influences on consumer behaviour.

4. FIGURE 5-1 Purchase decision process

5. Problem Recognition: Perceiving a Need Information Search: Seeking Value Alternative Evaluation: Assessing Value Evaluative criteria Consideration set Purchase Decision Post-purchase Behaviour Cognitive dissonance

6. Involvement and Problem-Solving Variations Extended problem Solving Limited problem Solving Routine problem Solving Involvement and Marketing Strategy Situational Influences

7. FIGURE 5-2 Comparison of problem-solving variations

8. FIGURE 5-3 Influences on the consumer purchase decision process

9. Motivation and Personality Motivation Personality National character Self-concept Perception Selective Perception Subliminal perception Perceived Risk

10. FIGURE 5-4 Hierarchy of needs

11. Learning Behavioural Learning Cognitive Learning Brand Loyalty Values, Beliefs, Attitudes Attitude Change Lifestyle

12. FIGURE 5-5 Example of PRIZMCE Psychographic Segments

13. Personal Influence Opinion Leadership Word of Mouth Buzz marketing Viral marketing

14. Reference Groups Family Influence Consumer Socialization Family Life Cycle Family Decision Making

15. FIGURE 5-6 Modern family life cycle

16. Social Class Culture and Subculture French Canadian Subculture Acadian Subculture Chinese-Canadian Subculture Other Ethnic Subcultures

19. Consumer behaviour is the actions a person takes in purchasing and using products and services, including the mental and social processes that precede and follow these actions. Consumer Behaviour

20. The stages a buyer passes through in making choices about which products and services to buy is the purchase decision process. Purchase Decision Process

21. A consumer’s evaluative criteria represent both the objective and subjective attributes of a brand used to compare different products and brands. Evaluative Criteria

22. A consideration set is the group of brands that a consumer would consider acceptable from among all the brands of the product class of which he or she is aware. Consideration Set

23. A feeling of post-purchase psychological tension or anxiety is called cognitive dissonance. Cognitive Dissonance

24. Involvement is the personal, social, and economic significance of a purchase to a consumer. Involvement

25. Situational influences that have an impact on the purchase decision process are: (1) the purchase task, (2) social surroundings, (3) physical surroundings, 4) temporal effects, and (5) antecedent states. Situational Influences

26. Motivation is the energizing force that causes behaviour that satisfies a need. Motivation

27. Personality refers to a person’s consistent behaviours or responses to recurring situations. Personality

28. A national character is a distinct set of personality characteristics common among people of a country or society. National Character

29. A person’s self-concept is the way people see themselves and the way they believe other people see them. Self-Concept

30. Perception is the process by which an individual selects, organizes, and interprets information to create a meaningful picture of the world. Perception

31. Subliminal perception means that you see or hear messages without being aware of them. Subliminal Perception

32. An attitude is “a learned predisposition to respond to an object or class of objects in a consistently favourable or unfavourable way.” Attitude

33. Beliefs are a consumers subjective perception of how well a product or brand performs on different attributes. Beliefs

34. Lifestyle is a mode of living that is identified by how people spend their time and resources, what they consider important in their environment, and what they think of themselves and the world around them. Lifestyle

35. Perceived risk represents the anxieties felt because the consumer cannot anticipate the outcomes of a purchase but believes that there may be negative consequences. Perceived Risk

36. Learning refers to those behaviours that result from (1) repeated experience and (2) thinking. Learning

37. Brand loyalty is a favourable attitude toward and consistent purchase of a single brand over time. Brand Loyalty

38. Individuals who exert direct or indirect social influence over others are called opinion leaders. Opinion Leaders

39. People influencing each other during their face-to-face conversations is called word of mouth. Word of Mouth

40. Reference groups are people to whom an individual looks as a basis for self-appraisal or as a source of personal standards. Reference Groups

41. The process by which people acquire the skills, knowledge, and attitudes necessary to function as consumers is consumer socialization. Consumer Socialization

42. The family life cycle concept describes the distinct phases that a family progresses through from formation to retirement. Family Life Cycle

43. Social class is defined as the relatively permanent, homogeneous divisions in a society into which people sharing similar values, interests, and behaviour can be grouped. Social Class

44. Subgroups within the larger, or national, culture with unique values, ideas and attitudes are referred to as subcultures. Subcultures

45. Personally or socially preferable modes of conduct or states of existence that are enduring. Values

46. Popularity created by consumer word of mouth. Buzz Marketing

47. The online version of word of mouth, involving the use of messages “infectious” enough that consumers wish to pass them along to others through online communication. Viral Marketing