Consumer Behavior Terms and Definitions, Quizzes of Marketing

Download Consumer Behavior Terms and Definitions and more Quizzes Marketing in PDF only on Docsity! TERM 1 Affective Component/Attitude DEFINITION 1 Emotional feeling of like or dislike TERM 2 Alternatives Evaluation DEFINITION 2 Use of decision rules that attempt to determine which product would be most likely to satisfy goals TERM 3 Approach-approach Conflict DEFINITION 3 Motivational conflict that occurs when a consumer desires two objectives but cannot have both TERM 4 Approach-avoidance Conflict DEFINITION 4 Motivational conflict that occurs when a consumer desires an alternative that has positive and negative qualities TERM 5 Associative Reference Groups DEFINITION 5 A group with which people want to identify TERM 6 Avoidance-avoidance Conflict DEFINITION 6 Motivational conflict that occurs when consumers must choose between two undesirable alternatives TERM 7 Behavioral Component/Attitude DEFINITION 7 Tendency to act positively or negatively TERM 8 Classical Conditioning DEFINITION 8 After two stimuli are are presented together repeatedly, people learn to respond to one in the same way as the other TERM 9 Cognitive Component/Attitude DEFINITION 9 Knowledge about a product's attributes not influenced by emotions TERM 10 Consumer Behavior DEFINITION 10 The actions and decision processes of individuals and households in discovering, evaluating, acquiring, consuming and disposing of products TERM 21 Steps in Decision Making DEFINITION 21 Problem recognition Information search Alternative evaluation Purchase decision Purchase evaluation TERM 22 Maslow's Hierarchy of Needs DEFINITION 22 Physiological: nutrition and air Safety: security and protection Love and belonging: friendship and acceptance Esteem: prestige and status Self-actualization: self-fulfillment and personal enrichment TERM 23 Benchmarking DEFINITION 23 The systematic evaluation of practices of excellent organizations to learn new and better ways to serve customers TERM 24 Cost Structure DEFINITION 24 The amount og money required to produce a specific amount of sales TERM 25 Customer Defections DEFINITION 25 The percentage of customers who switch to another brand or supplier TERM 26 Customer Lifetime Value DEFINITION 26 The amount of profit a company expects to obtain over the course of a customer relationship TERM 27 Customer Satisfaction Measurement Program DEFINITION 27 An ongoing survey of customers (and competitor's customers) for the purpose of obtaining continuous estimates of satisfaction TERM 28 Dynamic Quality DEFINITION 28 Quality that results from a change that makes an existing standard obsolete TERM 29 Malcolm Baldrige National Quality Award DEFINITION 29 A program designed to raise quality awareness and practice among US businesses TERM 30 Objective Assessment of Quality DEFINITION 30 An evaluation of the degree to which a product does what it is supposed to do TERM 31 Satisfaction Ratings DEFINITION 31 Ratings provided by testing agencies that compare purchase and/or performance satisfaction of specific products or market segments TERM 32 Centralized Decision Making DEFINITION 32 Management process in which a small group of executives makes all the major decisions for the whole company TERM 33 Concentrated Marketing DEFINITION 33 Focusing the organization's marketing mix strategy on one or only a few of many possible segments TERM 34 Decentralized Decision Making DEFINITION 34 Management process in which numerous company groups, each dedicated to a specific segment, make decisions about their segment TERM 35 De-ethnicization DEFINITION 35 The process whereby a product formerly associated with a specific ethnic group is detached from its roots and marketed to other cultures