Chapter 14

Question 1

A process in three stages:
1. Input (e.g., marketing mix, sociocultural influences).
2. Process (e.g., need recognition, information search, evaluation, and decision rules).
3. output (e.g., purchase, use, post-purchase evaluation, storage, and disposal, trust and loyalty).

Answer 1

Consumer decision-making

Question 2

The newest way of describing the stages consumers pass through as they develop relationships with brands before, during, and after purchase. It includes stages where consumers interact with brands on social media.

Answer 2

Consumer Journey

Question 3

The first step in the consumer decision-making process occurring when the consumer identifies and faces a “problem” that can be solved by buying a product or service.

Answer 3

Need recognition

Question 4

Purchase decisions that are “automatic” and made without much thought because the products involved are inexpensive and purchased frequently.

Answer 4

Routinized response behavior

Question 5

The degree of personal relevance that the product or purchase holds for the consumer.

Answer 5

Consumer involvement

Question 6

A stage in the consumer decision-making process where the consumer tries to identify a product that will satisfy a recognized need better than other alternatives.

Answer 6

Pre-purchase search

Question 7

The specific brands (or models) a consumer considers when deciding which item to purchase within a particular product category.

Answer 7

Evoked set (consideration set)

Question 8

Brands (or models) that the consumer excludes from purchase consideration because they are unacceptable and often considered inferior.

Answer 8

Inept set

Question 9

Brands (or models) the consumer is indifferent toward because they are perceived as not having any particular advantages.

Answer 9

inert set

Question 10

A group of decision rules in which a consumer evaluates each brand in terms of each relevant attribute, weighted by the importance of that attribute, and then selects the brand with the highest weighted score.

Answer 10

Compensatory decision rules

Question 11

A group of decision rules that do not allow consumers to balance positive evaluations of a brand on one attribute against negative evaluations on other attributes.

Answer 11

Noncompensatory decision rules

Question 12

A noncompensatory decision rule in which consumers establish a minimally acceptable cutoff point for each product attribute evaluated. Brands that fall below the cutoff point on any attribute are not considered further.

Answer 12

Conjunctive decision rule

Question 13

A noncompensatory decision rule where the consumers first ranks the attributes in terms of perceived relevance or importance. The consumer then compares the various alternatives in terms of the single attribute that is considered most important.

Answer 13

Lexicographic decision rule

Question 14

The consumer selects the brand with the highest perceived overall rating.

Answer 14

Affect referral decision rule

Question 15

Consumers choose the most familiar product or brand.

Answer 15

Recognition heuristic

Question 16

Consumers choose the option that most other people choose.

Answer 16

Majority vote heuristic

Question 17

A situation that occurs when the product’s performance exceeds expectations and the consumer is satisfied.

Answer 17

Positive disconfirmation of expectations

Question 18

A situation that occurs when a product’s performance is below expectations and the consumer is dissatisfied.

Answer 18

Negative disconfirmation of expectations

Question 19

The mental discomfort that people experience when facing conflicting information about an attitude object.

Answer 19

Cognitive dissonance

Question 20

Unused products that consumers store in their cabinets, pantries, and closets.

Answer 20

Cabinet castaways

Question 21

The framework for exploring the evolution of consumers’ acceptance of new products throughout the social system.

Answer 21

Diffusion of innovations

Question 22

Focuses on the stages through which an individual consumer passes when deciding to accept or reject a new product.

Answer 22

Innovation adoption process

Question 23

Represents any item that the consumer perceives as new and is classified into three categories reflecting the extent to which consumers are required to change existing consumption behavior or buying patterns.

Answer 23

Innovation

Question 24

One of the five characteristics identified as a determinant of consumer acceptance of a new product represents the degree to which potential customers perceive a new product as superior to existing substitutes.

Answer 24

Relative advantage

Question 25

One of the five characteristics identified as a determinant of consumer acceptance of a new product representing the degree to which potential customers perceive a new product as consistent with their present needs, values and practices.

Answer 25

Compatibility

Question 26

One of the five characteristics identified as a determinant of consumer acceptance of a new product representing the degree to which a new product is difficult to understand or use.

Answer 26

Complexity

Question 27

One of the five characteristics is identified as a determinant of consumer acceptance of a new product represents the degree to which a new product can be tried on a limited basis.

Answer 27

Trial-ability

Question 28

One of the five characteristics identified as a determinant of consumer acceptance of a new product represents the ease with which a product’s benefits or attributes can be observed, imagined, or described to potential consumers.

Answer 28

Observability (communicability)

Question 29

The first stage of Innovation adoption, which is a term designating the process leading to a person’s decision of whether or not to adopt an innovation. In this stage, the person becomes aware that the innovation is available.

Answer 29

Awarness

Question 30

The second stage of the innovation adoption process, which is a term designating the process leading to a person’s decision of whether or not to adopt an innovation. In this stage, the person begins to be interested in the innovation.

Answer 30

Interest

Question 31

The third stage of Innovation Adoption, which is a term designating the process leading to a person’s decision of whether or not to adopt an innovation. In this stage, the person evaluates the innovation and decides whether he/she wants to try using it.

Answer 31

Evaluation

Question 32

The fourth stage of Innovation Adoption, which is a term designating the process leading to a person’s decision of whether or not to adopt an innovation. After becoming aware and interested in the innovation, and undertaking a “mental trial” (or evaluation), the consumer tries the innovative product, either by buying it (while being able to return it) or receiving a free sample.

Answer 32

Trial

Question 33

The final stage of Innovation Adoption, which is a term designating the process leading to a person’s decision of whether or not to adopt an innovation. After becoming aware of and interested in the innovation, and evaluating and trying it, the person adopts (purchases) the innovation. If satisfied, he/she would buy the innovation product again. If not, there will be no repeat purchases.

Answer 33

Adoption

Question 34

What are the five stages to the Adoption process?

Answer 34

1. Awareness
2. Interest
3. Evaluation
4. Trial
5. Adoption

Question 35

A new product that is an improved or modified version of an existing product rather than a totally new product, which there has very little disruptive influence on established consumption patterns.

Answer 35

Continuous innovation

Question 36

A new product entry that is sufficiently innovation to have some disruptive effects on established practices.

Answer 36

Dynamically continuous innovation

Question 37

A dramatically new product entry that greatly disrupts existing consumption behavior and requires the establishment of new practices.

Answer 37

Discontinuous innovation