1. Buyer Behaviour BUYING & DISPOSING
Chp. 10 With Duane Weaver

2. OUTLINE Issues in Buying and Disposing Consumption Situation
E-Commerce:
Consumer’s Perspective
Marketer’s Perspective
Post-purchase Satisfaction
Product Disposal
VIDEO

3. Issues in Buying and Disposing
Antecedent
States
Purchase
Environment
Postpurchase
Processes
Situational Factors
Usage Contexts
Time Pressure
Mood
Shopping Orientation
The Shopping Experience
Point-of-Purchase Stimuli
Sales Interactions
Consumer Satisfaction
Product Disposal
Alternative Markets

4. Consumption Situation (1of 2) (situational effects)
Physical Surroundings
Décor, smells, temperature
Social Surroundings
Presence or absence of clientele
Private resort vs. night club
Temporal Factors
Perceptions of time impact decisions
Antecedent States
Mood and psychological states influence evaluations
Shopping Orientation
Economic, recreational, apathetic, ethical

5. Consumption Situation (2of 2) (situational effects)
Salesperson
Interaction,knowledge
Store Image
Retailing as Theatre
In Store Decision Making
Spontaneous shopping, impulse buying, point of purchase stimuli
E-commerce

6. Post-purchase Satisfaction
Expectancy disconfirmation model
satisfaction depends on the degree to which performance is consistent with expectations
REALITY REINFORCES PERCEPTION
Acting on Dissatisfaction:
1) Voice Response
2) Private Response
3) Third-Party Response

7. Product Disposal
WHY ON EARTH do we/should we CARE about how or why/when consumers DISPOSE? What is the impact to our business? Is there any at all?
Disposal Options:
Keep Item
Dispose
Permanently
Dispose
Temporarily
Lateral cycling: A process where already-purchased objects are sold to others or exchanged for other items
What is the IMPACT?

8. THANKS
See you next class…