Chapter 6

Question 1

The process involved when individuals or groups select, purchase, use, and dispose of goods, services, ideas, or experiences to satisfy their needs and desires.

Answer 1

consumer behavior

Question 2

The relative importance of perceived consequences of the purchase to a consumer.

Answer 2

involvement

Question 3

The belief that choice of a product has potentially negative consequences, either financial, physical, or social.

Answer 3

perceived risk

Question 4

The process that occurs whenever the consumer sees a significant difference between his or her current state of affairs and some desired or ideal state; this recognition initiates the decision-making process.

Answer 4

problem recognition

Question 5

The process whereby a consumer searches for appropriate information to make a reasonable decision.

Answer 5

information search

Question 6

The dimensions used by consumers to compare competing product alternatives.

Answer 6

evaluative criteria

Question 7

A mental rule of thumb that leads to a speedy decision by simplifying the process.

Answer 7

heuristics

Question 8

A pattern of repeat product purchases, accompanied by an underlying positive attitude toward the brand, which is based on the belief that the brand makes products superior to its competition.

Answer 8

brand loyalty

Question 9

The overall feelings or attitude a person has about a product after purchasing it.

Answer 9

consumer satisfaction/dissatisfaction (CS/D)

Question 10

The process by which people select, organize, and interpret information from the outside world.

Answer 10

perception

Question 11

An internal state that drives us to satisfy needs by activating goal-oriented behavior.

Answer 11

motivation

Question 12

An approach that categorizes motives according to five levels of importance, the more basic needs being on the bottom of the hierarchy and the higher needs at the top.

Answer 12

hierarchy of needs

Question 13

A relatively permanent change in behavior caused by acquired information or experience.

Answer 13

learning

Question 14

Theories of learning that focus on how consumer behavior is changed by external events or stimuli.

Answer 14

behavioral learning theories

Question 15

The learning that occurs when a stimulus eliciting a response is paired with another stimulus that initially does not elicit a response on its own but will cause a similar response over time because of its association with the first stimulus.

Answer 15

classical conditioning

Question 16

Learning that occurs as the result of rewards or punishments.

Answer 16

operant conditioning

Question 17

Behavior caused by a reaction to one stimulus occurs in the presence of other, similar stimuli.

Answer 17

stimulus generalization

Question 18

Theory of learning that stresses the importance of internal mental processes and that views people as problem solvers who actively use information from the world around them to master their environment.

Answer 18

cognitive learning theory

Question 19

A learned predisposition to respond favorably or unfavorably to stimuli based on relatively enduring evaluations of people, objects, and issues.

Answer 19

attitude

Question 20

The psychological characteristics that consistently influence the way a person responds to situations in his or her environment.

Answer 20

personality

Question 21

An individual’s self-image that is composed of a mixture of beliefs, observations, and feelings about personal attributes.

Answer 21

self-concept

Question 22

A means of characterizing consumers within a family structure based on different stages through which people pass as they grow older.

Answer 22

family life cycle

Question 23

The pattern of living that determines how people choose to spend their time, money, and energy and that reflects their values, tastes, and preferences.

Answer 23

lifestyle

Question 24

The use of psychological, sociological, and anthropological factors to construct market segments.

Answer 24

psychographics

Question 25

The values, beliefs, customs, and tastes valued by a group of people

Answer 25

culture

Question 26

A group within a society whose members share a distinctive set of beliefs, characteristics, or common experiences.

Answer 26

subculture

Question 27

The overall rank or social standing of groups of people within a society according to the value assigned to such factors as family background, education, occupation, and income.

Answer 27

social class

Question 28

An actual or imaginary individual or group that has a significant effect on an individual’s evaluations, aspirations, or behavior.

Answer 28

reference group

Question 29

A change in beliefs or actions as a reaction to real or imagined group pressure.

Answer 29

conformity

Question 30

Society’s expectations regarding the appropriate attitudes, behaviors, and appearance for men and women.

Answer 30

sex roles

Question 31

A person who is frequently able to influence others’ attitudes or behaviors by virtue of his or her active interest and expertise in one or more product categories.

Answer 31

opinion leader

Question 32

Communications and purchases that occur among individuals without directly involving the manufacturer or retailer.

Answer 32

consumer-to-consumer (C2C) e-commerce