9 – Trends in customer and shopping behavior Flashcards
(39 cards)
What is the broad concept that includes pre-purchase, purchase, and post-purchase activities?
Customer behavior
What specifically refers to actions individuals take during the act of shopping
Shopping behavior
Which term (customer behavior or shopping behavior) focuses on the “why” behind decisions?
Customer behavior.
Which term (customer behavior or shopping behavior) focuses on the “how” (actions and interactions) during a purchase?
Shopping behavior.
If a parent researches and decides to buy a specific toy for their child, which behavior are they primarily exhibiting?
Customer behavior.
When that parent physically goes to the store, compares toys, and checks out, what behavior are they exhibiting?
Shopping behavior.
What are factors originating from the consumer’s environment called?
Exogenous (External) factors.
What are factors originating from within the individual consumer called?
Endogenous (Internal) factors.
Name examples of exogenous (external) factors influencing customer behavior.
Culture
Subculture
Social Class
Reference Groups
Family
Situational Factors.
Name three examples of endogenous (internal) factors influencing customer behavior.
Motivation
Perception
Learning
Attitudes
Personality
Self-Concept
Lifestyle
What are socio-cultural factors?
A critical subset of exogenous factors representing broad forces within society and culture shaping consumer behavior.
Name key socio-cultural factors influencing customer behavior.
Culture, Subculture, Social Class, Reference Groups, Family.
What is the primary purpose of the Engel-Kollat-Blackwell (EKB) Model of consumer behavior?
Engel-Kollat-Blackwell (EKB) Model.
What are the main stages a consumer goes through in the EKB Model’s decision process?
Need Recognition
Information Search
Alternative Evaluation
Purchase
Outcomes
How do “environmental influences” (like culture, social class, and family) fit into the EKB Model?
Environmental influences are external inputs that impact the consumer’s decision process at various stages, shaping their information search, the criteria they use for evaluation, and even their need recognition.
Beyond environmental influences, what other categories of factors does the EKB Model include that affect the decision process?
It includes individual differences (like personality, values, lifestyle) and information processing (how consumers receive, interpret, and store information).
What is the main idea behind Everett Rogers’ Diffusion of Innovation Theory?
The theory explains how, why, and at what rate new ideas, products, or practices spread through a social system or population over time.
What are the five main adopter categories identified in the Diffusion of Innovation Theory?
Innovators, Early Adopters, Early Majority, Late Majority, and Laggards.
Briefly describe the characteristics of Innovators in this theory.
Innovators are the first 2.5% of the population to adopt an innovation. They are venturesome, risk-takers, highly knowledgeable, and often serve as gatekeepers for new ideas.
Which adopter category is crucial because they are opinion leaders and serve as role models for the rest of the population?
Early Adopters. They make up about 13.5% and are respected by their peers.
What are the five characteristics of an innovation that influence its rate of adoption, according to Rogers?
- Relative Advantage: How much better the innovation is than the idea it supersedes.
- Compatibility: How consistent the innovation is with existing values, experiences, and needs.
- Complexity: How difficult the innovation is to understand and use.
- Trialability: The degree to which an innovation can be experimented with on a limited basis.
- Observability: The degree to which the results of an innovation are visible to others.
What is the core aim of the Theory of Reasoned Action (TRA)?
The TRA aims to predict an individual’s behavioral intention, which is seen as the immediate determinant of actual behavior. It suggests that people act in accordance with their intentions.
What are the two main components that directly determine a person’s behavioral intention in the TRA?
- Attitude toward the behavior: The individual’s positive or negative evaluation of performing the behavior.
- Subjective norms: The perceived social pressure to perform or not perform the behavior, based on what important others think.
How does the Theory of Planned Behavior (TPB) extend the Theory of Reasoned Action (TRA)?
The TPB adds a third key component: Perceived Behavioral Control. This acknowledges that behavior is not always entirely under a person’s volitional control, and their belief in their ability to perform the behavior influences their intention.
