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Chapter 5

TermDefinition
consumer behavior 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.
purchase decision process The five stages a buyer passes through in making choices about which products and services to buy
Cognitive Dissonance Post-purchase psychological tension and anxiety.
Involvement The personal, social, and economic significance of the purchase to the consumer.
Consumer Touch Points 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.
Perceived Risk The anxiety felt because the consumer cannot anticipate the outcomes of a purchase but believes there may be negative consequences.
Brand Loyalty A favorable attitude toward and consistent purchase of a single brand over time.
Lifestyle How people spend their time and resources.
Opinion Leaders Individuals who exert direct or indirect social influence over others.
Word of Mouth The influencing of people during conversations.
Family Life Cycle The distinct phases that a family progresses through from formation to retirement, each phase bringing with it identifiable purchasing behaviors.
Net Promoter Score “On a scale of 0 to 10, how likely you would recommend this company/brand”. Companies use this a lot
Subcultures Subgroups within the larger, or national, culture with unique values, ideas, and attitudes.
Created by: user-2023501
 

 



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