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.

Purchase decision process

consists of the five stages a buyer goes through when buying services: (1) problem recognition, (2) information search, (3) alternative evaluation, (4) purchase decision, and (5) post purchase behavior.

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

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

is a visual representation of all the touchpoints consumers encounter before, during, and after a purchase.

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

individuals who exert direct or indirect social influence over others.

the influence of people during conversations.

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

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

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

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Chapter 5 Notes

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.
Purchase decision process	consists of the five stages a buyer goes through when buying services: (1) problem recognition, (2) information search, (3) alternative evaluation, (4) purchase decision, and (5) post purchase behavior.
Involvement	the personal, social, and economic significance of the Purchase to the consumer.
Consumer touchpoints	marketer’s product, service, or brand points of Contact a consumer from start to finish in the purchase decision process.
Consumer Journey Map	is a visual representation of all the touchpoints consumers encounter before, during, and after a purchase.
Brand loyalty	favorable attitude toward and consistent purchase of a single brand over time.
Opinion leaders	individuals who exert direct or indirect social influence over others.
Word of Mouth	the influence of people during conversations.
Family Life cycle	consists of the distinct phases that a family progresses through from formation to retirement, each phase bringing identifiable purchasing behaviors.
subcultures	subgroups within the larger, or national, culture with unique values, ideas, and attitudes.
Perceived risk	anxiety felt because the consumer cannot anticipate the outcomes of a purchase but believes that there may be negative consequences.

Created by: user-2024951

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