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An Introduction to Consumer Behavior

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1 An Introduction to Consumer Behavior
Chapter 1 An Introduction to Consumer Behavior



4 “Remember Me?” I'm the fellow who goes into a restaurant, sits down and patiently waits while the waitresses do everything but take my order. I'm the fellow who goes into a department store and stands quietly while the sales clerks finish their little chitchat. I'm the man who drives into a gasoline station and never blows his horn, but waits patiently while the attendant finishes reading his comic book. "Yes, you might say, I'm a good guy. But do you know who else I am? I am the fellow who never comes back, and it amuses me to see you spending thousands of dollars every year to get me back into your store, when I was there in the first place, and all you had to do to keep me was to give me a little service; show me a little courtesy.“ Source: From a Better Business Bureau bulletin submitted by An Arkansas Reader to Dear Abby


6 Defining Consumer Behavior
Consumer Behavior is the Process Involved When Individuals or Groups Select, Use, or Dispose of Products, Services, Ideas or Experiences (Exchange) to Satisfy Needs and Desires.

7 Issues During Stages in the Consumption Process


9 Consumers’ Impact on Marketing Strategy
Understanding consumer behavior is good business. Firms exist to satisfy consumers’ needs, so Firms must understand consumers needs to satisfy them. The Process of Marketing Segmentation: Identifies Groups of Consumers Who are Similar to One Another in One or More Ways, and Devises Marketing Strategies that Appeal to One or More of These Groups.

10 Segmenting Consumers by Demographic Dimensions
Demographics are Statistics That Measure Observable Aspects of a Population Such As: Geography Age Race and Ethnicity Gender Social Class and Income Family Structure

11 Consumers’ Impact On Marketing Strategy: Building Bonds With Consumers
Relationship Marketing occurs when a company makes an effort to interact with customers on a regular basis, and gives them reasons to maintain a bond with the company over time. Database Marketing involves tracking consumers’ buying habits very closely, and crafting products and messages tailored precisely to people’s wants and needs based on this information.


13 Marketing’s Impact on Consumers: The Meaning of Consumption
Self-Concept Attachment Helps to Establish the User’s Identity Nostalgic Attachment Serves as a Link With a Past Self Interdependence Part of the User’s Daily Routine Love Elicits Bonds of Warmth, Passion, or Other Strong Emotion Types of Relationships a Person May Have With a Product:

14 Marketing’s Impact on Consumers
Marketing and Culture Popular Culture Intangible and Tangible Objects The Global Consumer Global Consumer Culture Virtual Consumption Business to Consumer Selling (B2C Commerce) Consumer to Consumer Selling (B2B Commerce) Virtual Brand Communities Blurred Boundaries: Marketing and Reality

15 Marketing Ethics Business Ethics are Rules of Conduct That Guide Actions in the Marketplace - the Standards Against Which Most People in a Culture Judge What is Right and What is Wrong, Good or Bad.

16 The Dark Side of Consumer Behavior
Compulsive Consumption Behavior is Not Done by Choice Gratification is Short-Lived Strong Feelings of Regret or Guilt Afterwards Illegal Activities Consumer Theft (Shrinkage) Anti-consumption Culture Jamming Cultural Resistance Consumed Consumers People Who Are Exploited for Commercial Gain in the Marketplace. Addictive Consumption Gambling

17 Interdisciplinary Influences
Individual Focus Interdisciplinary Influences Experimental Psychology Clinical Psychology Developmental Psychology Human Ecology Microeconomics Social Psychology Sociology Macroeconomics Semiotics/Literary Criticism Demography History Cultural Anthropology Social Focus

18 Two Perspective on Consumer Research
Positivist Approach Objective Prediction Independent Real Cause Separation Interpretivist Socially Constructed Understanding Contextual Simultaneous Shaping Interaction

19 The Wheel of Consumer Behavior

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