chapter 9 buying and disposing 9-1 copyright © 2013 pearson education, inc. publishing as prentice...
TRANSCRIPT
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Chapter 9Buying and Disposing
9-1Copyright © 2013 Pearson Education, Inc. publishing as Prentice Hall
CONSUMER BEHAVIOR, 10eMichael R. Solomon
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9-2Copyright © 2013 Pearson Education, Inc. publishing as Prentice Hall
Chapter Objectives
When you finish this chapter, you should understand why:
1. Factors at the time of purchase dramatically influence the consumer decision-making process.
2. The information a store or Web site provides strongly influences a purchase decision.
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9-3Copyright © 2013 Pearson Education, Inc. publishing as Prentice Hall
Chapter Objectives (continued)
3. A salesperson often is the crucial connection to a purchase.
4. Marketers need to be concerned about a consumer’s evaluations of a product after he buys it as well as before.
5. Getting rid of products when consumers no longer need or want them is a major concern both to marketers and to public policy makers.
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Learning Objective 1
• Many factors at the time of purchase dramatically influence the consumer’s decision-making process
9-4Copyright © 2013 Pearson Education, Inc. publishing as Prentice Hall
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Figure 9.1 Issues Related to Purchase and Postpurchase Activities
• A consumer’s choices are affected by many personal factors…and the sale doesn’t end at the time of purchase
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9-6Copyright © 2013 Pearson Education, Inc. publishing as Prentice Hall
Social and Physical Surroundings
• Affect a consumer’s motives for product usage and product evaluation
• Décor, odors, temperature
• Co-consumers as product attribute• Large numbers of people = arousal• Interpretation of arousal: density versus
crowding• Type of patrons
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Temporal Factors: Economic Time
Timestyle
Time Poverty
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9-8Copyright © 2013 Pearson Education, Inc. publishing as Prentice Hall
Temporal Factors: Psychological Time
Social
Temporal Orientation
Planning Orientation
Polychronic
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Five Perspectives on Time
• Time is a _____.• Pressure cooker• Map• Mirror• River• Feast
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Temporal Factors: The Experience of Time
• Culture and the experience of time• Linear separable time• Procedural time• Circular/cyclic time
• Queuing theory• Waiting for product = good quality• Too much waiting = negative feelings
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For Reflection
• In what ways do you experience time poverty? What products do you purchase because of the sense of time poverty?
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Learning Objective 2
• The information a store or Web site provides strongly influences a purchase decision, in addition to what a shopper already knows or believes about a product.
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Figure 9.3 The Shopping Experience:Dimensions of Emotional States
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Reasons for Shopping
• Social experiences
• Sharing of common interests
• Interpersonal attraction
• Instant status
• The thrill of the hunt
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E-Commerce: Clicks versus Bricks
• Benefits: good customer service, more options, more convenient
• Limitations: lack of security, fraud, actual shopping experience, shipping charges
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For Reflection
• Will e-commerce eventually replace traditional brick-and-mortar retailing? Why or why not?
• What are the benefits that traditional retail stores provide that e-commerce cannot provide?
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Retailing as Theater
• Landscape themes
• Marketscape themes
• Cyberspace themes
• Mindscape themes
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Store Image
• Store image: personality of the store • Location + merchandise suitability +
knowledge/congeniality of sales staff
• Other intangible factors affecting overall store evaluation:• Interior design• Types of patrons• Return policies• Credit availability
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9-19Copyright © 2013 Pearson Education, Inc. publishing as Prentice Hall
FedEx Makeover
BEFORE AFTER
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For Reflection
• How would you depict an impulse buyer?
• Explain.
9-20Copyright © 2013 Pearson Education, Inc. publishing as Prentice Hall
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Learning Objective 3
• A salesperson often is the crucial connection to a purchase.
9-21Copyright © 2013 Pearson Education, Inc. publishing as Prentice Hall
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For Reflection
• What qualities seem to differentiate good and bad salespeople?
• In what retail outlets do you tend to find “good” salespeople? Why?
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Learning Objective 4
• Marketers need to be concerned about a consumer’s evaluation of a product after he or she buys it as well as before.
9-23Copyright © 2013 Pearson Education, Inc. publishing as Prentice Hall
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9-24Copyright © 2013 Pearson Education, Inc. publishing as Prentice Hall
Postpurchase Satisfaction
• Postpurchase satisfaction or dissatisfaction is determined by attitude about a product after purchase
• Marketers constantly on lookout for sources of consumer dissatisfaction• United Airlines’ “United Rising” campaign
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9-25Copyright © 2013 Pearson Education, Inc. publishing as Prentice Hall
Quality Is What We Expect It to Be
• Expectancy Disconfirmation Model
• Marketers must manage expectations• Don’t overpromise• When product fails,
reassure customers
with honesty
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Acting on Dissatisfaction
• Voice response: appeal to retailer directly
• Private response: express dissatisfaction to friends or boycott store
• Third-party response: take legal action
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For Reflection
• Share a story of a time you acted on a feeling of dissatisfaction with a product. Which behavior did you exhibit? Why?
9-27Copyright © 2013 Pearson Education, Inc. publishing as Prentice Hall
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Learning Objective 5
• Getting rid of products when consumers no longer need or want them is a major concern both to marketers and to public policymakers.
9-28Copyright © 2013 Pearson Education, Inc. publishing as Prentice Hall
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Divesting of Unwanted Items
Iconic Transfer Ritual
Transition Place Ritual
Ritual Cleansing
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For Reflection
• Have you ever sold something at a garage sale or on e-Bay?
• Did you have a strong attachment to the item(s)?
• What divestment rituals did you go through as you prepared to offer the item(s) for sale?
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9-31Copyright © 2013 Pearson Education, Inc. publishing as Prentice Hall
Chapter Summary
• Many factors beyond the qualities of a product influence purchase decisions.
• People can be influenced by store image, point-of-purchase stimuli, salespeople, and more as they make product choices.
• Consumers evaluate their choice after making it and this evaluation affects future choices.
• Disposing of products is a challenge.