Consumer Behavior IIB 3430 By Dr Kevin Wongleedee
Consumer Behavior IIB 3430 By Dr. Kevin Wongleedee
Definition of Consumer Behavior n n n Individuals or groups acquiring, using and disposing of products, services, ideas, or experiences Includes search for information and actual purchase Includes an understanding of consumer thoughts, feelings, and actions
Acquisition, Consumption and Disposal n Acquisition n n Receiving Finding Inheriting Producing purchasing n Consumption n n n n Collecting Nurturing Cleaning Preparing Displaying Storing Wearing Sharing
Acquisition, Consumption, Disposal n n n n Giving Throwing away Recycling depleting
Contributing Disciplines n n n Anthropology Sociology Psychology Economics History Political Science
Reasons for Studying Consumer Behavior n n To stay in business by attracting and retaining customers To benefit from understanding consumer problems To establish competitive advantage …because it is interesting!
The Circle of Consumption n n Production Acquisition Consumption Disposal
The Circle of Consumption, continued n n Typically, attention of marketers has focused on acquisition as the critical phase Only recently has more attention been given to include the full circle and the links between its elements n n n Disposal to acquisition Disposal to production Disposal to consumption Production to consumption Acquisition to disposal
Consumer Research The systematic and objective process of gathering, recording, and analyzing data for aid in understanding and predicting consumer thoughts, feelings, and behaviors. In a global environment, research has become truly international.
Important Factors in Consumer Research n n Speed The Internet Globalization Data Overload
Types of Consumer Research n Basic Research n n To expand knowledge about consumers in general Applied Research n When a decision must be made about a real-life problem
The Consumer Research Process n n n Defining the Problem and Project Scope The Research Approach The Research Design Data Collection Data Analysis and Interpretation Report
Marketing Management Philosophies n n n Production Concept Product Concept Selling Concept Marketing Concept Societal Marketing Concept n n n Green Marketing Cause-Related Marketing De-Marketing
Production Concept n n Focus on Production View of consumers: n n n They will buy as long as the product is available and affordable. Model T: You can have any color as long as it’s black. Focus on production justified: n n Demand higher than supply Non-competitive product cost
Product Concept n n Focus on the product View of consumers: n n n We have to have the best quality and the most features and they will buy. Consumers might best quality Consumers might quality difference Consumers might not care about quality not be willing to pay for the not be able to discern prefer simplicity
Selling Concept n n Focus on selling View of consumers: n n We have to sell to them or else they won’t buy. Focus on selling justified: n n Introductory stages of product life cycle Unsought goods
Marketing Concept n Focus on marketing n n n Creating mutually rewarding exchange relationships Consumer needs and wants have priority View of consumers: n They will buy if you fulfill their needs better than the competition.
Societal Marketing Concept n Same as Marketing Concept plus an added concern for the well-being of society
Market Research: Research Designs n n n Exploratory Research Descriptive Research Causal Research
Exploratory Research n n Literature Research Experience Survey n n Focus Groups In-Depth Interviews
Exploratory Research n n n Insights and Ideas Precision: Specific Hypotheses Establishment of Priorities Increase of Familiarity with Problem Clarification of Concepts
Descriptive Research n n n Description of Characteristics of a Certain Group Estimation of the Proportion of People in a Specified Population who Behave in a Certain Way Specific Predictions
Descriptive Research n Longitudinal Studies n n n True Panel Omnibus Panel Cross-Sectional Analysis n n Field Study Sample Survey
True Panel: Advantages n n n Brand Switching Analysis Collecting Classification Information Compensation for Participation/Time Accuracy Reduced Interaction Bias
True Panel: Disadvantages n n n Non-Representativity Drop-out Rate Payment
Causal Research n n n Laboratory Experiments Field Experiments Internal and External Validity
Market Segmentation Bases n n n Demographic Geo-Demographic Benefit Usage Lifestyle
Market Segmentation: Advantages n n n Specific Definition of the Market Satisfaction of Consumer Needs Meeting Changing Market Demands Assessment of Competitive Strengths and Weaknesses Efficient Allocation of Marketing Resources Precise Setting of Marketing Objectives
Haley, 1968 Toothpaste Market n n Sensory Segment Worrier Segment Sociable Segment Independent Segment
Applications of Benefit Segmentation n n Positioning Repositioning Competitive positioning New market opportunities/niches Positioning of multiple brands
Usage Segmentation n Rate of Usage Brand Loyalty Usage Situation
Lifestyle Segmentation Psychographics n n n Activities Interests Opinions Demographics VALS I and II n Maslow’s Hierarchy of Needs
Consumer Decision Making: Types of Decisions n n n Extensive Problem Solving Limited Problem Solving Routinized Response Behavior
Problem Recognition: Causes in Current State n n Depletion of Stock Dissatisfaction Decrease in Finances Increase in Finances
Problem Recognition: Causes in Desired State n n New Need Circumstances New Want Circumstances New Product Opportunities Purchase of Other Products
Information Search and Evaluation n Incidental Learning n Directed Search and Evaluation n Internal only n n n loyalty impulse Internal and External
Purchasing Process n n When to buy? Where to buy? How to pay? How much to buy?
Post-purchase Behavior n n Cognitive Dissonance Satisfaction/Dissatisfaction
Motivation n n n Definition Categories of Needs Arousal of Motives Motive Structuring Motive Conflict Motivation Theories
Motivation Theories n n n Freud Lewin Maslow
Freudian Theory n Basic Principles n n n Homeostasis Hedonism The Structure of Personality n n n Id Ego Super-ego
Projective Techniques n n n Word Association Sentence Completion Cartoon Test Thematic Apperception Test (TAT) Rorschach Test (inkblots)
Lewin’s Field Theory n n n Life Space Person Environment Formula Conflict n n n Approach-Approach Avoidance-Avoidance Approach-Avoidance
Perception n Definition Threshold Levels The Perceptual Process n n n Selection Organization Interpretation
Selection n Internal Factor n n n n Attitudes Expectations Motives Attention Span Perceptual Defense Perceptual Vigilance Adaptation Perceptual Blocking n External Factors n n n n Color Contrast Size Position Intensity/Magnitude Movement Humor Fear
Organization n n Closure Figure and Ground
Interpretation n n n Physical Appearance Stereotypes Irrelevant Cues First Impressions Jumping to Conclusions Halo Effect
Learning n n n Definition Learning Theories Marketing Applications
Learning Theories n Behavioral Learning Theories n n n Classical Conditioning Instrumental Conditioning Cognitive Learning Theories n Consumer Information Processing n n The Structure of the Memory Processes
Marketing Applications n Classical Conditioning n n Creating Associations Stimulus Generalization n n Family Branding Product Line Extensions Licensing Look Alike Packaging
Marketing Applications n Instrumental Conditioning n n Rewards Reinforcement Schedules/Advertising n n Intermittent Continuous
Involvement n n High Involvement Hierarchy of Effects Cognition Attitude Behavior n n Low Involvement Hierarchy of Effects Cognition Behavior Attitude
Communication n n The Nature of Communication Model n n Sender Message Receiver Psychological Noise
Sender n Source Credibility n n n Trustworthiness Expertise Status Other Dimensions The Sleeper Effect
The Sleeper Effect n n n Consumer forget the source of the message faster than the message itself. Over time, high-credibility sources lose power to change attitudes. Over time, low-credibility sources gain power to change attitudes. High-credibility sources need to reinstate message. Low-credibility sources should not reinstate message.
Message n n n n Size, Color, Position Order of Presentation Humor Agony Advertising Content Fear Appeals (moderate!) Audience Participation
Order of Presentation n n Climax order Anticlimax order Pyramidal order What works best, depends on consumer involvement.
Receiver n n n Selective Attention Selective Perception Selective Appeal
Cultural Dynamics n n n Definition of Culture Cultural Sensitivity Culture and its Elements n n n Material Culture Social Institutions Humans and the Universe Aesthetics Language
Culture Defined n n The sum total of knowledge, beliefs, art, morals, laws, customs, and any other capabilities and habits required by humans as members of society. The distinctive way of life of a group of people, their complete design for living, a mosaic of human life.
Subculture n n Definition Types of Subcultures Selected Subcultures Acculturation n the Learning of another Culture/Subculture
Types of Subcultures n n n n Nationality Religion Region Ethnicity Age Gender …and many more.
Stages of Acculturation n n Honeymoon Rejection Tolerance Integration
Social Groups n n n Definition Types of Groups Group Properties
Types of Groups n n Primary and secondary Formal and informal Membership and symbolic In and out
Group Properties n n n Status Roles Norms (Sanctions) Power Socialization
Power n n n Reward Coercive Legitimate Referent Expert
Reference Groups n Influence on product category choice Influence on brand choice n Factors: n n Luxuries vs. necessities Publicly vs. privately consumed Visibility
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