MIDTERM - PART 1 Flashcards
(110 cards)
1
Q
is the process and activities people engage when searching for, selecting purchasing, using, evaluating and disposing products and services to satisfy their needs and desires
A
CONSUMER BEHAVIOR
2
Q
are usually arrived at after a long and detailed process of information search, brand comparisons, and evaluation.
A
PURCHASE DECISIONS
3
Q
are too expensive to be bought on impulse. Thus, a careful examination of choices is made before an actual purchase happens.
A
TOURISM PRODUCTS
4
Q
are inner drives that make people take a specific plan of action to satisfy their needs.
A
MOTIVATION
5
Q
defines needs as the gap between what customers have and what they would like to have; seen as the force that arouses motivation.
A
HUDSON (2008)
6
Q
state that a need becomes a motive when it is aroused to a sufficient level of intensity that prompts a person to take action.
A
KOTLER ET AL (2010)
7
Q
is the most popular theory of motivation as if it is able to outline the different needs of man, and rank them based on degree of importance in a simple and easy to understand manner.
A
MASLOW’S HIERARCHY OF NEEDS
8
Q
morality, creativity, spontaneity, problem solving, lack of prejudice, acceptance of facts
A
SELF-ACTUALIZATION
9
Q
self-esteem, confidence, achievement, respect of others, respect by others
A
ESTEEM
10
Q
friendship, family, sexual Intimacy
A
LOVE/BELONGING
11
Q
security of body, of employment, of resources, of morality, of the family, of health, of property
A
SAFETY
12
Q
breathing, food, water, sex, sleep, homeostasis, excretion
A
PHYSIOLOGICAL
13
Q
describes travel motivators as linked with Maslow’s Hierarchy of Needs.
A
DANN (1977)
14
Q
Dann states that there are two factors that make you want to travel:
A
PUSH AND PULL FACTORS
15
Q
are those that make you want to travel
A
PUSH FACTOR
16
Q
factors which encourage individuals to move away from their home setting through Tourism
A
PUSH FACTORS
17
Q
are those that affect where you would want to go.
A
PULL FACTOR
18
Q
those attributes of a different place which attract or ‘pull’ them towards it.
A
PULL FACTOR
19
Q
identifies nine motives which are divided into push and pull factors. The push motives are what he calls the socio-psychological factors while the pull factors are classified as cultural motives.
A
CROMPTON (1979)
20
Q
elucidates that travel is motivated by a “going away from”, rather than “going toward” something. Also, traveler’s motives and behavior are mostly for self-gain.
A
KRIPPENDORF
21
Q
The traveler’s motives and behaviors are
A
SELF-ORIENTED
22
Q
cannot be disregarded in the study of consumer behavior.
A
CULTURE
23
Q
Social scientist ____________ helps explain how culture impacts the global marketing area through his research work.
A
Geert Hofstede
24
Q
Hofstede discloses the ____ dimensions of culture
A
FIVE
25
The traveler's motives and behaviors are self-oriented. Krippendorf classifies these theories into ____ explanations of travel
EIGHT
26
defines culture as the collective mental programming of the human mind which distinguishes one group of people from another.
HOFSTEDE
27
signifies the extent or degree by which country exhibits the different characteristics of the culture. This is an increasing source of information when designing marketing packages for specific countries, which can also be compared with that of the Philippines' scores.
SCORES
28
can be used as a guide to determine different aspects of culture such as power distance, individualism, masculinity, uncertainty, pragmatism, and indulgence.
Hofstede's cultural framework
29
pertains to the number of years a person has been living.
AGE
30
is a traditional way of segmenting the market and also greatly influences consumer behavior.
AGE
31
Likes and preferences of consumers are normally dependent on their
AGE
32
on the other hand, also influences consumer behavior.
GENDER
33
is steadily increasing and has been observed to be more discriminating than its male counter parts.
FEMALE MARKET
34
is also being seen by marketers as having a set of preferences different from the male and female markets.
GAY MARKET
35
one of the most important external factors influencing consumer behavior (Hudson, 2008).
SOCIO-ECONOMIC STATUS
36
is one's position within the society and is determined by factors such as income, wealth, education, occupation, family prestige, and value of home or neighborhood (Kotler et.al, 2010).
SOCIAL CLASS
37
has commonly been referred to in the Philippines through letters - A, B, C, D, E and so on. Sometimes, the market is clustered into Class AB or CDE market or ABC and DE markets.
SOCIAL CLASS
38
Travel products and services are mostly designed for the elite Class __ market.
AB
39
is a person's pattern of living as expressed in one's activities, interests, and opinions (Kotler et. al., 2010).
LIFESTYLE
40
It portrays the whole person interacting with external forces.
LIFESTYLE
41
are by no means universal since it also interacts with culture, economic situation, and personality.
LIFESTYLE
42
suggests that travel patterns and destinations differ as people move on through the life cycle.
FAMILY LIFE CYCLE MODEL
43
refers to the stages an individual goes through their lifetime.
LIFE CYCLE
44
are known to be a set of people who have a direct or indirect influence on other people's attitudes or behavior.
REFERENCE GROUPS
45
These people can be a member of your family, a teacher, or a classmate in school, a boss or a colleague in your workplace, or your priest or pastor in the church.
REFERENCE GROUPS
46
are extremely important in selling tourism products because the product is intangible; hence, word of mouth plays an important trigger for purchase decisions.
REFERENCE GROUPS
47
refers to distinguishing psychological characteristics that lead to relatively consistent and enduring responses to the environment. This has great influence over one's buying behavior.
PERSONALITY
48
A consumer's __________ refers to his personal mental picture (Kotler et.al, 2010).
SELF-CONCEPT
49
Consumers tend to go for product brands that reflect their _______
PERSONALITY
50
is made after a thorough evaluation of alternatives because the products are expensive, complex, and possibly unrepeatable.
DECISION-MAKING
51
are triggered either by internal or external stimuli.
NEEDS
52
For example, on your way home, you felt hungry as your stomach grumbled. You see a restaurant and grabbed a quick bite. This was a need triggered by ________.
INTERNAL STIMULI
53
Another example, again on your way home, you smell the aroma of freshly cooked bread as you passed by the bakeshop. It smells really good so you decided to enter and buy a piece of bread. The purchase was triggered by _________.
EXTERNAL STIMULI
54
refers to the biological or psychological experience that occurs from within a person or organism.
INTERNAL STIMULI
55
TYPES OF INTERNAL STIMULI:
PHYSIOLOGICAL, SENSORY, COGNITIVE, AFFECTIVE
56
The pursuit of goals and accomplishments can stem from an individual's need to achieve or personal aspirations.
INTRINSIC MOTIVATION
57
The lack of cognitive engagement and mental processing can create a sense of ______
BOREDOM
58
refers to objects or events that impact an organism and evoke a sensory, psychological, or behavioral response.
EXTERNAL STIMULI
59
are sensory inputs that come from the environment outside an organism, such as light, sound, temperature, and pressure. They are detected through the organism's sensory organs like the eyes, ears, skin, tongue, and nose, often resulting in behavioral responses or triggering specific physiological processes for interaction and survival.
EXTERNAL STIMULI
60
A sudden loud noise or bright flash of light will evoke the startle reflex in most mammals.
Activation of the Startle Reflex
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Walking past a pizzeria can include both visual and olfactory stimuli that may make a person crave pizza.
The Power of Suggestion
62
are creatively developed to make people think that they need our products.
Promotional strategies
63
Once a consumer recognizes a specific need, he may or may not be prompted to search for more _______.
INFORMATION
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may be obtained through personal and commercial sources and the Internet.
INFORMATION
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include asking family, friends, and acquaintances about their knowledge and experience about the products or services you need.
PERSONAL SOURCES
66
include advertisements, samples, brochures, sales agents, displays, and signages you have seen.
COMMERCIAL SOURCES
67
are more likely to be credible than commercial sources since the personal sources come from reference groups and people whom you trust.
PERSONAL SOURCES
68
offers a rich source of information; these may come from the company's website, blogs/vlogs of previous guests, consumer review sites, etc.
INTERNET
69
classifies information into two: internal and external information search.
CROOTS (2000)
70
is nothing more than retrieving decision-relevant information stored in an individual's long-term memory. These may be caused by low involvement stimuli such as exposure to ads or by prior experience with the destination that is not available to first-time visitors.
INTERNAL INFORMATION SEARCH
71
focuses on acquiring information from outside or external sources.
EXTERNAL INFORMATION SEARCH
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This stage allows prospective customers to make detailed comparisons of different product or service providers since they already have sufficient information
EVALUATION OF ALTERNATIVES
73
may include time, money, brand image, availability of flights, and convenience of making the purchase.
RESOURCES
74
This is the stage most awaited by tourism marketers. This is when consumers actually make the purchase decision.
PURCHASE DECISION
75
At this stage, marketers should facilitate the speed and convenience by which the products or services reach the consumers.
PURCHASE DECISION
76
should be made available and access to the products easy and fast.
DISTRIBUTION NETWORKS
77
This will facilitate positive word of mouth. Customer satisfaction can have different degrees, as follows: extremely satisfied, satisfied, neutral, dissatisfied, and extremely dissatisfied.
POST-PURCHASE EVALUATION
78
customer satisfaction has a positive correlation with _________
WORD OF MOUTH
79
defines satisfaction as a person's feelings of pleasure or disappointment resulting from comparing a product's perceived performance in relation to his expectations.
KOTLER
80
Marketers can be creative in reducing customer pos-purchase dissatisfaction by keeping in touch even after the sale has been made and knowing how to address customer complaints.
CUSTOMER SATISFACTION THROUGH SERVICE QUALITY
81
A thank you letter, a small token/ gift/souvenir, and a feedback form soliciting suggestions for improvement can help make customer feel good about their purchase.
CUSTOMER SATISFACTION THROUGH SERVICE QUALITY
82
is an assessment of how well a delivered service conforms to the client's expectations.
SERVICE QUALITY
83
Service quality helps build loyalty among customers and makes these customers speak positively about the service provider.
CUSTOMER RETENTION
84
Providing high quality service helps in maximizing potential revenue and veers the company away from a price war.
AVOIDANCE OF PRICE COMPETITION
85
When an operation is well run and produces high quality products, recruitment, training, and retention of employees are easy.
RETENTION OF GOOD EMPLOYEES
86
Costs are minimized if there are repeat customers, absence of a price war, and low turnover rate of employees.
REDUCTION OF COSTS
87
is a more formal version of the consumer buying process.
ORGANIZATIONAL BUYING PROCESS
88
are more complex because more people are involved in the decision-making process, and there is a greater demand for a variety of products and services.
ORGANIZATIONS
89
buy in bulk for group consumption while consumers usually purchase in retail for personal consumption. Hence, marketers give importance to understanding buyer behavior of organizations primarily because they generate big time sales and revenues.
ORGANIZATIONS
90
commonly respond to both economic and personal factors (Kotler et. al., 2010).
ORGANIZATIONAL BUYERS
91
are the most lucrative markets. A good mix of groups and individuals in the customer mix is ideal.
GROUPS
92
give big discounts but average room rate (ARR) and average cost per cover (ACC) is low, while individuals give you higher ARR and ACC.
GROUPS
93
includes meetings, incentive travel conventions, events, and SMERF (Social, Military, Educational, Religious, and Fraternal organizations).
GROUP MARKET
94
classifies travelers as allocentric or psychocentrics. He adds "energy" as a determinant of (high or low) levels of activity.
Stanley Plog's Tourist Motivation Model (1974)
95
prefer what is new, unstructured, exotic, or unusual in terms of trips or destination choice.
Allocentrics
96
are those who prefer the structured and familiar.
Psychocentrics
97
wherein a tourist could portray characteristics of both allocentrics and psychocentrics depending on the situation or season.
midcentrics
98
A critique of this model was made by ________ when he stated that tourists travel with different motivations on different occasions.
Gilbert (1991)
99
proposed four classifications of tourists
ERIC COHEN
100
is the type of tourist who buys all-inclusive tour packages and ensures that everything goes as planned.
ORGANIZED MASS TOURIST
101
is more autonomous than the organized mass tourist preferring to travel independently, but still chooses popular destinations and activities.
INDIVIDUAL MASS TOURIST
102
seeks new areas but would sometimes opt for the comfort of familiar accommodations.
EXPLORER
103
is the free spirit who avoids any kind of traditional tourist establishments.
DRIFTER
104
This model was based on a study of United Kingdom holiday makers conducted by the Henley Centre by Stewart in 1993.
STEWART'S MODEL OF HOLIDAY MAKING
105
The model is built on the concept that as people become more affluent, they tend to travel more and the travel experience is cumulative.
STEWART'S MODEL OF HOLIDAY MAKING
106
have low affluence, low travel experience, and observe foreign culture from a bubble. This gives them basic confidence to travel.
BUBBLE TRAVELERS
107
have more affluence and a base of overseas travel experience, which gives them more confidence.
IDEALIZED EXPERIENCE SEEKERS
108
have more affluence, greater confidence, and more travel experience, now ready for more individually oriented travel to a wider range of destinations.
WIDE-HORIZON TRAVELERS
109
do not seek to merely observe but to be exposed fully to another culture's language, food, heritage, and lifestyle.
TOTAL IMMERSERS
110
Non-users can be classified as:
- EX-USERS
- CUSTOMERS WHO ARE AWARE OF THE PRODUCT BUT NEED TO BE PERSUADED TO PURCHASE
- NOT AWARE OF THE PRODUCT
