1. Consumer Decision Making and Beyond CHAPTER FIFTEEN

2. Learning Objectives 1.To Understand What a Consumer Decision Is. 2.To Understand the Three Levels of Consumer Decision Making. 3.To Understand Four Different Views or Models of Consumer Decision Making. 4.To Understand in Detail the Model of Consumer Decision Making Originally Introduced in Chapter 1. Copyright 2010 Pearson Education, Inc. Publishing as Prentice Hall2 Chapter Fifteen Slide

3. Learning Objectives (continued) 5.To Understand the Nature and Scope of Consumer Gift Giving. 6.To Understand the Significance of Consuming and Possessing. 7.To Understand the Need for Relationship Marketing. Copyright 2010 Pearson Education, Inc. Publishing as Prentice Hall3 Chapter Fifteen Slide

4. What Would a Pet Owner Need to Know in Order to Make a Decision About Buying Pet Insurance? 4Copyright 2010 Pearson Education, Inc. Publishing as Prentice Hall Chapter Fifteen Slide

5. Do I Need It? How Do I Get More Information? 5Copyright 2010 Pearson Education, Inc. Publishing as Prentice Hall Chapter Fifteen Slide

6. Levels of Consumer Decision Making Extensive Problem Solving – A lot of information needed – Must establish a set of criteria for evaluation Limited Problem Solving – Criteria for evaluation established – Fine tuning with additional information Routinized Response Behavior – Usually review what they already know 6Copyright 2010 Pearson Education, Inc. Publishing as Prentice Hall Chapter Fifteen Slide

7. Models of Consumers: Four Views of Consumer Decision Making An Economic View A Passive View A Cognitive View An Emotional View 7Copyright 2010 Pearson Education, Inc. Publishing as Prentice Hall Chapter Fifteen Slide

8. Discussion Questions How are the four models of consumer decision making similar? How do they differ? 8Copyright 2010 Pearson Education, Inc. Publishing as Prentice Hall Chapter Fifteen Slide

9. Consumer Decision Making Figure 15.3 9Copyright 2010 Pearson Education, Inc. Publishing as Prentice Hall Chapter Fifteen Slide

10. Discussion Question What types of sociocultural inputs would influence the purchase of a: – Plasma TV – Hybrid vehicle – Sugar-free ice cream 10Copyright 2010 Pearson Education, Inc. Publishing as Prentice Hall Chapter Fifteen Slide

11. Process - Need Recognition Usually occurs when consumer has a “problem” Need recognition styles – Actual state – Desired state Copyright 2010 Pearson Education, Inc. Publishing as Prentice Hall11 Chapter Fifteen Slide

12. Prepurchase Search Begins with internal search and then moves to external search The impact of the Internet There are many factors that increase search – Product factor – Situational factors – Social acceptability – Consumer factors 12Copyright 2010 Pearson Education, Inc. Publishing as Prentice Hall Chapter Fifteen Slide

13. Evaluation of Alternatives Evoked set Criteria used for evaluating brands Consumer decision rules Decisions by functionally illiterate population Going online for decision-making assistance Lifestyles as a consumer decision strategy Incomplete information Applying decision rules Series of decisions Decision rules and marketing strategy 13Copyright 2010 Pearson Education, Inc. Publishing as Prentice Hall Chapter Fifteen Slide

14. The Evoked Set Figure 15-5 14Copyright 2010 Pearson Education, Inc. Publishing as Prentice Hall Chapter Fifteen Slide

15. Issues in Alternative Evaluation Evoked Set Criteria used for evaluating brands Consumer decision rules and their application Decisions by functionally illiterate population Going online for decision-making assistance Lifestyles as a consumer decision strategy Incomplete information Applying Decision Rules Series of decisions Decision rules and marketing strategy 15Copyright 2010 Pearson Education, Inc. Publishing as Prentice Hall Chapter Fifteen Slide

16. Consumer Decision Rules Compensatory – evaluates each brand in terms of each relevant attribute and then selects the brand with the highest weighted score. Noncompensatory – positive evaluation of a brand attribute does not compensate for a negative evaluation of the same brand on some other attribute – Conjunctive, disjunctive, or lexicographic 16Copyright 2010 Pearson Education, Inc. Publishing as Prentice Hall Chapter Fifteen Slide

17. Hypothetical Use of Decision Rules Table 15.7 Decision RuleMental Statement Compensatory ruleI selected the netbook that came out best when I balanced the good ratings against the bad ratings Conjunctive ruleI selected the netbook that had no bad features Disjunctive ruleI picked the netbook that excelled in at least one attribute Lexicographic ruleI looked at the feature that was most important to me and chose the netbook that ranked highest on that attribute Affect referral ruleI bought the brand with the highest overall rating 17 Copyright 2010 Pearson Education, Inc. Publishing as Prentice Hall Chapter Fifteen Slide

18. Issues in Alternative Evaluation Evoked Set Criteria used for evaluating brands Consumer decision rules and their application Decisions by functionally illiterate population Going online for decision-making assistance Lifestyles as a consumer decision strategy Incomplete information Applying Decision Rules Series of decisions Decision rules and marketing strategy 18Copyright 2010 Pearson Education, Inc. Publishing as Prentice Hall Chapter Fifteen Slide

19. The Decision Process for Functionally Illiterate Consumers - Figure 15.6 Copyright 2010 Pearson Education, Inc. Publishing as Prentice Hall19 Chapter Fifteen Slide

20. Issues in Alternative Evaluation Evoked Set Criteria used for evaluating brands Consumer decision rules and their application Decisions by functionally illiterate population Going online for decision-making assistance Lifestyles as a consumer decision strategy Incomplete information Applying Decision Rules Series of decisions Decision rules and marketing strategy 20Copyright 2010 Pearson Education, Inc. Publishing as Prentice Hall Chapter Fifteen Slide

21. Coping with Missing Information Delay decision until missing information is obtained Ignore missing information and use available information Change the decision strategy to one that better accommodates for the missing information Infer the missing information 21Copyright 2010 Pearson Education, Inc. Publishing as Prentice Hall Chapter Fifteen Slide

22. Issues in Alternative Evaluation Evoked set Criteria used for evaluating brands Consumer decision rules and their application Decisions by functionally illiterate population Going online for decision making assistance Lifestyles as a consumer decision strategy Incomplete information Applying Decision Rules Series of decisions Decision rules and marketing strategy 22Copyright 2010 Pearson Education, Inc. Publishing as Prentice Hall Chapter Fifteen Slide

23. Output of Consumer Decision Making Purchase behavior – Trial purchases – Repeat purchases – Long-term commitment Postpurchase evaluation 23Copyright 2010 Pearson Education, Inc. Publishing as Prentice Hall Chapter Fifteen Slide

24. Postpurchase Evaluation Actual Performance Matches Expectations – Neutral Feeling Actual Performance Exceeds Expectations – Positive Disconfirmation of Expectations Performance Is Below Expectations – Negative Disconfirmation of Expectations 24Copyright 2010 Pearson Education, Inc. Publishing as Prentice Hall Chapter Fifteen Slide

25. Discussion Questions What are four ways that consumers reduce postpurchase dissonance? How can marketers work to help consumers reduce the dissonance? 25Copyright 2010 Pearson Education, Inc. Publishing as Prentice Hall Chapter Fifteen Slide

26. Gifting Behavior Gifting is an act of symbolic communication, with explicit and implicit meanings ranging from congratulations and love, to regret, obligation, and dominance. 26Copyright 2010 Pearson Education, Inc. Publishing as Prentice Hall Chapter Fifteen Slide

27. CIRCUMSTANCES Personal accomplishment Feeling down Holiday Feeling stressed Have some extra money Need Had not bought for self in a while Attainment of a desired goal Others MOTIVATIONS To reward oneself To be nice to oneself To cheer up oneself To fulfill a need To celebrate To relieve stress To maintain a good feeling To provide an incentive toward a goal Others Reported Circumstances and Motivations for Self-Gift Behavior Table 15.13 27Copyright 2010 Pearson Education, Inc. Publishing as Prentice Hall Chapter Fifteen Slide

28. Gifting Relationships - Table 15.14 GIFTING RELATIONSHIP DEFINITIONEXAMPLE IntergroupA group giving a gift to another group A Christmas gift from one family to another family IntercategoryAn individual giving a gift to a group or a group giving a gift to an individual A group of friends chips in to buy a new mother a baby gift IntragroupA group giving a gift to itself or its members A family buys a VCR for itself as a Christmas gift InterpersonalAn individual giving a gift to another individual Valentine’s Day chocolates presented from a boyfriend to a girlfriend IntrapersonalSelf-giftA woman buys herself jewelry to cheer herself up 28Copyright 2010 Pearson Education, Inc. Publishing as Prentice Hall Chapter Fifteen Slide

29. Consuming and Possessing Consumers find pleasure in possessing, collecting, or consuming Products have special meanings and memories 29 Copyright 2010 Pearson Education, Inc. Publishing as Prentice Hall Chapter Fifteen Slide

30. A Model of Consumption Figure 15.11 30Copyright 2010 Pearson Education, Inc. Publishing as Prentice Hall Chapter Fifteen Slide

31. Relationship Marketing Marketing aimed at creating strong, lasting relationships with a core group of customers by making them feel good about the company and by giving them some kind of personal connection with the business. 31Copyright 2010 Pearson Education, Inc. Publishing as Prentice Hall Chapter Fifteen Slide

32. Relationship Marketing Success Figure 15.12 32 Copyright 2010 Pearson Education, Inc. Publishing as Prentice Hall Chapter Fifteen Slide

33. All rights reserved. No part of this publication may be reproduced, stored in a retrieval system, or transmitted, in any form or by any means, electronic, mechanical, photocopying, recording, or otherwise, without the prior written permission of the publisher. Printed in the United States of America. Copyright © 2010 Pearson Education, Inc. Publishing as Prentice Hall 33Copyright 2010 Pearson Education, Inc. Publishing as Prentice Hall Chapter Fifteen Slide