consists of the actions a person takes in purchasing and using products and services, including the mental and social processes that come before and after these actions.

The purchase decision process

the five stages a buyer passes through in making choices about which products and services to buy: (1) problem recognition, (2) information search, (3) alternative evaluation, (4) purchase decision, and (5) postpurchase behavior.

the personal, social, and economic significance of the purchase to the consumer.

are a marketer’s product, service, or brand points of contact with a consumer from start to finish in the purchase decision process.

a visual representation of all the touchpoints a consumer comes into contact with before, during, and after a purchase.

the energizing force that stimulates behavior to satisfy a need.

a person’s consistent behaviors or responses to recurring situations.

the process by which an individual selects, organizes, and interprets information to create a meaningful picture of the world.

the anxiety felt because the consumer cannot anticipate the outcomes of a purchase but believes that there may be negative consequences.

those behaviors that result from (1) repeated experience and (2) reasoning.

a favorable attitude toward and consistent purchase of a single brand over time.

a learned predisposition to respond to an object or class of objects in a consistently favorable or unfavorable way.

are a consumer’s subjective perception of how a product or brand performs on different attributes based on personal experience, advertising, and discussions with other people.

individuals who exert direct or indirect social influence over others.

the influencing of people during conversations.

people to whom an individual looks as a basis for self-appraisal or as a source of personal standards.

a specialized group of consumers with a structured set of relationships involving a particular brand, fellow customers of that brand, and the product in use.

the distinct phases that a family progresses through from formation to retirement, each phase bringing with it identifiable purchasing behaviors.

the relatively permanent, homogeneous divisions in a society into which people sharing similar values, interests, and behavior can be grouped.

the subgroups within the larger, or national, culture with unique values, ideas, and attitudes.

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Chapter 5

Vocab

Term	Definition
Consumer behavior	consists of the actions a person takes in purchasing and using products and services, including the mental and social processes that come before and after these actions.
The purchase decision process	the five stages a buyer passes through in making choices about which products and services to buy: (1) problem recognition, (2) information search, (3) alternative evaluation, (4) purchase decision, and (5) postpurchase behavior.
Involvement	the personal, social, and economic significance of the purchase to the consumer.
Consumer touchpoints	are a marketer’s product, service, or brand points of contact with a consumer from start to finish in the purchase decision process.
Consumer journey map	a visual representation of all the touchpoints a consumer comes into contact with before, during, and after a purchase.
Motivation	the energizing force that stimulates behavior to satisfy a need.
Personality	a person’s consistent behaviors or responses to recurring situations.
Perception	the process by which an individual selects, organizes, and interprets information to create a meaningful picture of the world.
Perceived risk	the anxiety felt because the consumer cannot anticipate the outcomes of a purchase but believes that there may be negative consequences.
Learning	those behaviors that result from (1) repeated experience and (2) reasoning.
Brand loyalty	a favorable attitude toward and consistent purchase of a single brand over time.
An attitude	a learned predisposition to respond to an object or class of objects in a consistently favorable or unfavorable way.
Beliefs	are a consumer’s subjective perception of how a product or brand performs on different attributes based on personal experience, advertising, and discussions with other people.
Opinion leaders	individuals who exert direct or indirect social influence over others.
Word of mouth	the influencing of people during conversations.
Reference groups	people to whom an individual looks as a basis for self-appraisal or as a source of personal standards.
A brand community	a specialized group of consumers with a structured set of relationships involving a particular brand, fellow customers of that brand, and the product in use.
A family life cycle	the distinct phases that a family progresses through from formation to retirement, each phase bringing with it identifiable purchasing behaviors.
Social class	the relatively permanent, homogeneous divisions in a society into which people sharing similar values, interests, and behavior can be grouped.
Subcultures	the subgroups within the larger, or national, culture with unique values, ideas, and attitudes.

Created by: Rick Dawson

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