Ch 11 Vocab

Question 1

Series of consumer touchpoints with a brand/firm that comprise a single consumption episode

Answer 1

Customer Journey

Question 2

Situational characteristics related to time

Answer 2

Temporal Factors

Question 3

Urgency to act based on some real or self-imposed deadline

Answer 3

Time Pressure

Question 4

The days, hours, or minutes that are not obligated toward some compulsory and time-consuming activity

Answer 4

Discretionary (spare) time

Question 5

Regularly occurring conditions that vary with the time of year

Answer 5

Seasonality

Question 6

Cycle (level of energy) of the human body that varies within a 24-hour period

Answer 6

Circadian Rhythm

Question 7

The ad buys that include a schedule that runs the advertisement primarily at times when customers will be most receptive to the message

Answer 7

Advertiming

Question 8

Potentially viral electronic mechanisms that drive up virtual and real interactions between brand and consumers

Answer 8

Growth hacking

Question 9

Wi-Fi–like systems communicating with specific devices within a defined space like inside or around the perimeter of a retail unit or signage

Answer 9

Near-field communication (NFC)

Question 10

a set of value-producing consumer activities that directly increase the likelihood that something will be purchased

Answer 10

Shopping

Question 11

Software capable of learning an Internet user’s preferences and automatically searching out information in selected websites and then distributing it

Answer 11

Smart agent software

Question 12

the activities oriented toward a specific, intended purchase or purchases

Answer 12

Acquisitional shopping

Question 13

the activities oriented toward acquiring knowledge about products

Answer 13

Epistemic shopping

Question 14

the recreationally oriented activities designed to provide interest, excitement, relaxation, fun, social interaction, or some other desired feeling

Answer 14

Experiential shopping

Question 15

the spontaneous activities characterized by a diminished regard for consequences, spontaneity, and a desire for immediate self-fulfillment

Answer 15

Impulsive shopping

Question 16

the act of shopping in a city or town to which consumers must travel rather than in their own hometowns

Answer 16

Outshopping

Question 17

Consumers seeking out retailers in a foreign country as a means of obtaining products otherwise unavailable (utilitarian value) and a novel customer experience (hedonic value)

Answer 17

Online outshopping

Question 18

A theory that tries to explain how environmental elements can lead to near 180-degree changes in shopping orientation

Answer 18

Reversal theory

Question 19

The overall subjective worth of a shopping activity considering all associated costs and benefits

Answer 19

Personal shopping value (PSV)

Question 20

The worth obtained because some shopping task or job is completed successfully

Answer 20

Utilitarian shopping value

Question 21

The worth of a shopping activity because the time spent doing the activity itself is personally gratifying

Answer 21

Hedonic shopping value

Question 22

The retail positioning that emphasizes tangible things like a wide selection of goods, low prices, guarantees, and knowledgeable employees

Answer 22

Functional quality

Question 23

The retail positioning that emphasizes a unique environment, exciting décor, friendly employees, and, in general, the feelings experienced in a retail place

Answer 23

Affective quality

Question 24

The way a retail store is defined in the mind of a shopper based on the combination of functional and affective qualities

Answer 24

Retail personality

Question 25

The consumption acts characterized by spontaneity, a diminished regard for consequences, and a need for self-fulfillment

Answer 25

Impulsive consumption

Question 26

The shopping activity that shares some, but not all, of the characteristics of truly impulsive consumer behavior; being characterized by situational memory, a utilitarian orientation, and feelings of spontaneity

Answer 26

Unplanned shopping

Question 27

The personality trait that represents how sensitive a consumer is to immediate rewards

Answer 27

Impulsivity

Question 28

The tendency for consumers to inhibit outside, or situational, influences from interfering with shopping intentions

Answer 28

Consumer self-regulation

Question 29

The consumers with a high capacity to self-regulate their behavior

Answer 29

Action-oriented

Question 30

The consumers with a low capacity to self-regulate their behavior

Answer 30

State-oriented

Question 31

The emotional nature of an environment or the feelings created by the total aura of physical attributes that comprise a physical environment

Answer 31

Atmospherics

Question 32

The physical environment in which consumer services are performed

Answer 32

Servicescape

Question 33

The appropriateness of the elements of a given environment based on their match with the place-type schema

Answer 33

Fit

Question 34

The amount of consistency of elements with each other in a given environment

Answer 34

Congruity

Question 35

The reference to humans’ physical and psychological processing of smells

Answer 35

Olfactory

Question 36

The music that becomes the focal point of attention and can have strong effects on a consumer’s willingness to approach or avoid an environment

Answer 36

Foreground music

Question 37

The music played below the audible threshold that would make it the center of attention

Answer 37

Background music

Question 38

The density of people and objects within a given space

Answer 38

Crowding

Question 39

A plot of an effect that does not make a straight line

Answer 39

Nonlinear effect

Question 40

The degree to which a source’s physical appearance matches a prototype for beauty and elicits a favorable or desirous response

Answer 40

Source attractiveness

Question 41

The capability of a salesperson to convey emotional information to shape a more valuable outcome for consumers

Answer 41

Emotional ability

Question 42

A naturally occurring mental personal comparison of the self with a target individual within the environment

Answer 42

Social comparison

Question 43

The situational characteristics that a consumer brings to information processing

Answer 43

Antecedent conditions

Question 44

A memory accounting for recent spending

Answer 44

Mental budgeting