Chapter 4 Motivation and Values CONSUMER BEHAVIOR, 8e Michael Solomon

Learning Objectives When you finish this chapter you should understand why: It’s important for marketers to recognize that products can satisfy a range of consumer needs. The way we evaluate and choose a product depends upon our degree of involvement with the product, the marketing message, and/or the purchase situation. Our deeply held cultural values dictate the types of products and services we seek out or avoid. Prentice-Hall, cr 2009

Learning Objectives (cont.) Consumers vary in the importance they attach to worldly possessions, and this orientation in turn has an impact on their priorities and behaviors. Prentice-Hall, cr 2009

The Motivation Process Motivation: process that leads people to behave as they do Also, the forces that drive us to buy/use products Goal: consumer’s desired end state Drive: degree of consumer arousal Want: manifestation of consumer need The ad shows desired state and suggests solution (purchase of equipment) Prentice-Hall, cr 2009

The Motivation Process Need creates tension Tension creates drive to reduce/eliminate need Desired end state = consumer’s goal Products/services provide desired end state and reduce tension Prentice-Hall, cr 2009

Motivational Strength Motivational strength: degree of willingness to expend energy to reach a goal Drive theory: biological needs that produce unpleasant states of arousal (e.g., hunger) Expectancy theory: behavior is pulled by expectations of achieving desirable outcomes Prentice-Hall, cr 2009

Drive Theory Biological needs produce unpleasant states of arousal. We are motivated to reduce tension caused by this arousal. Homeostasis: A balanced state of arousal We learn to repeat behavior that reduce tension. remember??? Prentice-Hall, cr 2009

Expectancy Theory Focuses on cognitive factors. Behavior is pulled by expectations of achieving desirable outcomes – positive incentives – rather than pushed from within Prentice-Hall, cr 2009

Types of Needs Types of needs: Biogenic: biological needs, such as for air, water, food Psychogenic: need for status, power, affiliation Utilitarian: need for tangible attributes of a product, such as miles per gallon in a car or calories in a cheeseburger Hedonic: needs for excitement, self-confidence, fantasy Prentice-Hall, cr 2009

Motivational Conflicts Goal valence (value): consumer will: Approach positive goal Avoid negative goal Example: Deodorant & mouthwash Prentice-Hall, cr 2009

Motivational Conflicts Approach-Approach Conflict: A person must choose between two desirable alternatives (two CDs). Theory of Cognitive Dissonance: A state of tension occurs when beliefs or behaviors conflict with one another. Cognitive Dissonance Reduction: Process by which people are motivated to reduce tension between beliefs or behaviors. Approach-Avoidance Conflict: Exists when consumers desire a goal but wish to avoid it at the same time. Guilt of desire occurs Avoidance-Avoidance Conflict: Consumers face a choice between two undesirable alternatives. Prentice-Hall, cr 2009

Negative Consequences The Partnership for a Drug-Free America points out the negative consequences of drug addiction for those who are tempted to start. Prentice-Hall, cr 2009

Three Types of Motivational Conflicts Two desirable alternatives Cognitive dissonance Positive & negative aspects of desired product Guilt of desire occurs Facing a choice with two undesirable alternatives Prentice-Hall, cr 2009 Figure 4.1

Classifying Consumer Needs Henry Murray need dimensions: Autonomy: Being independent Defendance: Defending the self against criticism Play: Engaging in pleasurable activities Thematic Apperception Technique (TAT): (1) What is happening? (2) What led up to this situation? (3) What is being thought? (4) What will happen? People freely project their subconscious needs onto the stimulus Prentice-Hall, cr 2009

In the TAT, the test subject (the boy shown here) examines a set of cards that portray human figures in a variety of settings and situations, and is asked to tell a story about each card. The story includes the event shown in the picture, preceding events, emotions and thoughts of those portrayed, and the outcome of the event shown. The story content and structure are thought to reveal the subject's attitudes, inner conflicts, and views Prentice-Hall, cr 2009

Specific Needs and Buying Behavior NEED FOR ACHIEVEMENT Value personal accomplishment Place a premium on products that signify success (luxury brands, technology products) NEED FOR AFFILIATION Want to be with other people Focus on products that are used in groups (going out, food & beverages, sports…etc) NEED FOR POWER Control one’s environment Focus on products that allow them to have mastery over surroundings (muscle cars, loud boom-boxes) NEED FOR UNIQUENESS Assert one’s individual identity Enjoy products that focus on their unique character (perfumes, clothing) Prentice-Hall, cr 2009

Levels of Needs in the Maslow Hierarchy Prentice-Hall, cr 2009 Figure 4.2

Criticisms of Maslow’s Hierarchy The application is too simplistic: It is possible for the same product or activity to satisfy every need. It is too culture-bound: The assumptions of the hierarchy may be restricted to Western culture It emphasizes individual needs over group needs Individuals in some cultures place more value on the welfare of the group (belongingness needs) than the needs of the individual (esteem needs) Prentice-Hall, cr 2009

Discussion Create an advertising slogan for a pair of jeans, which stresses one of the levels of Maslow’s hierarchy of needs. Prentice-Hall, cr 2009

Consumer Involvement Involvement: perceived relevance of an object based on one’s needs, values, and interests We get attached to products: “All in One” restaurant tattoo on consumer’s head Lucky magazine for women who obsess over shopping A man tried to marry his car when fiancée dumped him Prentice-Hall, cr 2009

Conceptualizing Involvement Prentice-Hall, cr 2009 Figure 4.3

Levels of Involvement: From Inertia to Passion Inertia: consumption at the low end of involvement Decisions made out of habit (lack of motivation) Ad shows how Swiss potato board tries to increase product involvement Cult product: command fierce consumer loyalty, devotion, and even worship by consumers who are highly involved Prentice-Hall, cr 2009

Product Involvement Product involvement: consumer’s level of interest in a product Many sales promotions attempt to increase product involvement Mass customization enhances product involvement Nikeid.nike.com  Click image for www.nikeid.nike.com Prentice-Hall, cr 2009

Message-Response Involvement Vigilante marketing: freelancers and fans film their own commercials for favorite products Consumer’s interest in processing marketing communications Marketers experiment with novel ways to increase consumers’ involvement, such as games on Web sites Prentice-Hall, cr 2009

Purchase Situation Involvement Purchase situation involvement: differences that occur when buying the same object for different contexts. Example: wedding gift For boss: purchase expensive vase to show that you want to impress boss For cousin you don’t like: purchase inexpensive vase to show you’re indifferent Prentice-Hall, cr 2009

Emotions versus Cognitions Cognitive involvement: spec of product (computer, car) Emotional involvement: when you think of Armani suit/perfumes/watches…etc Many marketing messages, such as this ad for a cosmetic company in Taiwan, focus on emotions rather than cognitions. Prentice-Hall, cr 2009

Measuring Involvement: Involvement Scale To me (object to be judged) is: 1. important _:_:_:_:_:_:_ unimportant 2. boring interesting 3. relevant irrelevant 4. exciting unexciting 5. means nothing means a lot 6. appealing unappealing 7. fascinating mundane 8. worthless valuable 9. involving uninvolving 10. not needed needed Prentice-Hall, cr 2009 Table 4.1

Dimensions of Involvement The amount of consumer involvement depends on: Personal interest in product category Risk importance (Social risk, Self image) Probability of bad purchase Pleasure value of product category Sign value of product category (self-concept relevance) Prentice-Hall, cr 2009

Consumer-Generated Content Consumer-generated content: everyday people voice their opinions about products, brands, and companies on blogs, podcasts, and social networking sites Examples: Facebook MySpace Youtube Prentice-Hall, cr 2009

Strategies to Increase Involvement Appeal to hedonistic needs Use novel stimuli in commercials (e.g. unusual cinematography, sudden silences, etc) Use prominent stimuli in commercials (larger ads, more color) Include celebrity endorsers in commercials Build consumer bonds via ongoing consumer relationships Prentice-Hall, cr 2009

Increasing Involvement through Ads The Swiss Potato Board is trying to increase involvement with its product. The ad reads, “Recipes against boredom.” Prentice-Hall, cr 2009

Consumer Values Value: a belief that some condition is preferable to its opposite Example: looking younger is preferable to looking older, freedom is preferable to slavery. Products/services = help in attaining value-related goal We seek others that share our values/beliefs Thus, we tend to be exposed to information that supports our beliefs Prentice-Hall, cr 2009

Core Values Core values: values shared within a culture Example: individualism versus collectivism Enculturation: learning the beliefs and values of one’s own culture Acculturation: learning the value system and behaviors of another culture Prentice-Hall, cr 2009

Discussion What do you think are the three to five core values that best describe JORDANIANS today? How are these core values relevant to the following product categories: Cars? Clothing? Higher education? Prentice-Hall, cr 2009

Using Values to Explain Consumer Behavior Cultures have terminal values, or desired end states Rokeach Value Survey measures these values Survey uses instrumental values, actions needed to achieve these terminal states Examples: Instrumental Value Terminal Value Ambitious A comfortable life Capable A sense of accomplishment Self-controlled Wisdom Prentice-Hall, cr 2009 Table 4.3 (abridged)

Using Values to Explain Consumer Behavior (cont.) List of Values (LOV) scale: Identifies nine consumer segments based on values they endorse (e.g. sense of belonging, excitement, warm relationship, security…etc); and Relates each value to differences in consumption behaviors. Example: those who endorse sense of belonging read Reader’s Digest and TV Guide, drink and entertain more, and prefer group activities Prentice-Hall, cr 2009

Using Values to Explain Consumer Behavior (cont.) Means-End Chain Model assumes: Very specific product attributes are linked at levels of increasing abstraction to terminal values Alternative means to attain valued end states Laddering technique: uncovers consumers’ associations between specific attributes and general consequences Prentice-Hall, cr 2009

Hierarchical Values Maps for Vegetable Oil in Three Countries Prentice-Hall, cr 2009 Figure 4.4

Using Values to Explain Consumer Behavior (cont.) Means-End Conceptualization of the Components of Advertising Strategy (MECCAS): Message Elements (specific attributes to depict) Consumer Benefits (positive consequences) Executional Framework (overall style and tune) Leverage Point (the way message will activate terminal by linking specifications) Driving Force (end value on which the ad will focus) Prentice-Hall, cr 2009

Using Values to Explain Consumer Behavior (cont.) Syndicated surveys: track changes in values via large-scale surveys Example: Yankelovich MonitorTM >>>Americans moving toward simplification & reduce concerns about gaining others’ approval (Purchases)… Voluntary simplifiers: once basic material needs are satisfied, additional income does not add to happiness, <> community building, public service, spiritual pursuits  Click image for www.yankelovich.com Prentice-Hall, cr 2009

Sustainability: New Core Value? Conscientious consumerism: consumer’s focus on personal health merging with a growing interest in global health LOHAS (lifestyles of health and sustainability): Consumers who: Worry about the environment Want products to be produced in a sustainable way Spend money to advance what they see as their personal development and potential Prentice-Hall, cr 2009

Sustainability: New Core Value? (cont.) Carbon footprint: measures, in units of carbon dioxide, the impact human activities have on the environment in terms of the amount of greenhouse gases they produce Primary footprint is a measure of our direct emissions of CO2 from the burning of fossil fuels Secondary footprint is a measure of the indirect CO2 emissions from the whole lifecycle of products we use Prentice-Hall, cr 2009

Materialism Materialism: the importance people attach to worldly possessions “The good life”...“He who dies with the most toys, wins” Materialists: value possessions for their own status and appearance Non-materialists: value possessions that connect them to other people or provide them with pleasure in using them Prentice-Hall, cr 2009

Materialism Tends to emphasize the well-being of the individual versus the group People with highly material values tend to be less happy America is a highly materialistic society There are a number of anti-materialism movements Prentice-Hall, cr 2009

Team work Within your team, 1) Choose a product, 2) Try to establish the Means-End Chain Model/ Hierarchical Values Maps. 3) According to your findings, establish a “concept(S) of an advertisement” for that product!! Advertisement concept can be written as a paragraph describing what the ad will look like. Prentice-Hall, cr 2009

Individual homework (Measuring Involvement) Using the involvement scale in this chapter; Choose an object (product, Ad, situation…etc) Choose a person to apply the measurement on (could be YOU) Expand the scale to 10 spaces, number them, 1 is low involvement, and 10 is the high involvement. After filling in, calculate the total and that would be level of involvement. What can you do as a marketer to increase involvement??! Prentice-Hall, cr 2009