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Flashcards in Chapter 4: Services Consumer Behavior Deck (34)
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1

The three-step process consumers use to make purchase decisions; includes the prepurchase stage, the consumption stage, and the postpurchase evaluation stage.

Consumer decision process

2

The thought, action, or motivation that incites a person to consider a purchase.

Stimulus

3

An event or motivation that provides a stimulus to the consumer and is a promotional effort on the part of the company.

Commercial cue

4

An event or motivation that provides a stimulus to the consumer, obtained from the individual's peer group or from significant others.

Social cue

5

A motivation, such as thirst, hunger, or another biological cue that provides a stimulus to the consumer.

Physical cue

6

The second phase of the prepurchase stage, in which the consumer determines whether a need exists for the product.

Problem awareness

7

The need for a product or service due to the consumer's not having that particular product or service.

Shortage (need)

8

The need for a product or service due to a consumer's dissatisfaction with a current product or service.

Unfulfilled desire (want)

9

The phase in the prepurchase stage in which the consumer collects information pertaining to possible alternatives.

Information search

10

The set of alternatives of which a consumer is aware.

Awareness set

11

Alternatives that the consumer actually remembers at the time of decision making.

Evoked set

12

Of the brands in the evoked set, those considered unfit (eg. too expensive, too far away, etc.) are eliminated right away. The remaining alternatives are termed the __________.

Consideration set

13

A passive approach to gathering information in which the customer's own memory is the main source of information about a product.

Internal search

14

A proactive approach to gathering information in which the consumer collects new information from sources outside the consumer's own experience.

External search

15

The phase of the prepurchase stage in which the consumer places a value or "rank" on each alternative.

Evaluation of alternatives

16

Choosing among alternatives in a random fashion or by a "gut-level feeling" approach.

Nonsystematic evaluation

17

Choosing among alternatives by using a set of formalized steps to arrive at a decision.

Systematic evaluation

18

A systematic model that proposes that the consumer creates a global score for each brand by multiplying the rating of the brand on each attribute by the importance attached to the attribute and adding the scores together.

Linear compensatory approach

19

A systematic model that proposes that the consumer make a decision by examining each attribute, starting with the most important, to rule out alternatives.

Lexicographic approach

20

The activities of buying, using, and disposing of a product.

Consumption process

21

Doubt in the consumer's mind regarding the correctness of the purchase decision.

Cognitive dissonance

22

The possibility of a monetary loss of the purchase goes wrong or fails to operate correctly.

Financial risk

23

The possibility that the item or service purchased will not perform the task for which it was purchased.

Performance risk

24

The possibility that if something does go wrong, injury could be inflicted on the purchaser.

Physical risk

25

The possibility of a loss in personal social status associated with a particular purchase.

Social risk

26

The possibility that a purchase will affect an individual's self-esteem.

Psychological risk

27

Product attributes that can be determined prior to purchase.

Search attributes

28

Product attributes that can be evaluated only during and after the production process.

Experience attributes

29

Product attributes that cannot be evaluated confidently even immediately after receipt of the good or the service.

Credence attributes

30

Costs that can accrue when changing one service providers to another.

Switching costs