evalution of consumer behaviour

8/2/2019 Evalution of Consumer Behaviour

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Consumer Behavior

Note: The issues discussed below are covered in more detail atconsumer behavior section of this site.

Consumer behavior involves the psychological processes that consumers go through inrecognizing needs, finding ways to solve these needs, making purchase decisions (e.g.,whether or not to purchase a product and, if so, which brand and where), interpretinformation, make plans, and implement these plans (e.g., by engaging in comparisonshopping or actually purchasing a product).

Sources of influence on the consumer. The consumer faces numerous sources ofinfluence.

Often, we take cultural influences for granted, but they are significant. An Americanwill usually not bargain with a store owner. This, however, is a common practice inmuch of the World. Physical factors also influence our behavior. We are more likely tobuy a soft drink when we are thirsty, for example, and food manufacturers have foundthat it is more effective to advertise their products on the radio in the late afternoonwhen people are getting hungry. A persons self-image will also tend to influence whathe or she will buyan upwardly mobile manager may buy a flashy car to project an

image of success. Social factors also influence what the consumers buyoften,consumers seek to imitate others whom they admire, and may buy the same brands.The social environment can include both the mainstream culture (e.g., Americans aremore likely to have corn flakes or ham and eggs for breakfast than to have rice, whichis preferred in many Asian countries) and a subculture (e.g., rap music often appeals toa segment within the population that seeks to distinguish itself from the mainstreampopulation). Thus, sneaker manufacturers are eager to have their products worn byadmired athletes. Finally, consumer behavior is influenced by learningyou try a
http://www.consumerpsychologist.com/index.htmlhttp://www.consumerpsychologist.com/index.html


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hamburger and learn that it satisfies your hunger and tastes good, and the next timeyou are hungry, you may consider another hamburger.

Consumer Choice and Decision Making: Problem Recognition. One model ofconsumer decision making involves several steps. The first one isproblem recognition

you realize that something is not as it should be. Perhaps, for example, your car isgetting more difficult to start and is not accelerating well. The second step isinformation searchwhat are some alternative ways of solving the problem? You mightbuy a new car, buy a used car, take your car in for repair, ride the bus, ride a taxi, orride a skateboard to work. The third step involves evaluation of alternatives. Askateboard is inexpensive, but may be ill-suited for long distances and for rainy days.Finally, we have the purchase stage, and sometimes a post-purchase stage (e.g., youreturn a product to the store because you did not find it satisfactory). In reality,people may go back and forth between the stages. For example, a person may resumealternative identification during while evaluating already known alternatives.

Consumer involvement will tend to vary dramatically depending on the type ofproduct. In general, consumer involvement will be higher for products that are veryexpensive (e.g., a home, a car) or are highly significant in the consumers life in someother way (e.g., a word processing program or acne medication).

It is important to consider the consumers motivation for buying products. To achievethis goal, we can use the Means-End chain, wherein we consider a logical progression ofconsequences of product use that eventually lead to desired end benefit. Thus, forexample, a consumer may see that a car has a large engine, leading to fastacceleration, leading to a feeling of performance, leading to a feeling of power, whichultimately improves the consumers self-esteem. A handgun may aim bullets with

precision, which enables the user to kill an intruder, which means that the intruder willnot be able to harm the consumers family, which achieves the desired end-state ofsecurity. In advertising, it is important to portray the desired end-states. Focusing onthe large motor will do less good than portraying a successful person driving the car.


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Information search and decision making. Consumers engage in both internal andexternal information search. Internal search involves the consumer identifyingalternatives from his or her memory. For certain low involvement products, it is veryimportant that marketing programs achieve top of mind awareness. For example,few people will search the Yellow Pages for fast food restaurants; thus, the consumer

must be able to retrieve ones restaurant from memory before it will be considered.For high involvement products, consumers are more likely to use an external search.Before buying a car, for example, the consumer may ask friends opinions, read reviewsin Consumer Reports, consult several web sites, and visit several dealerships. Thus,firms that make products that are selected predominantly through external search mustinvest in having information available to the consumer in neede.g., throughbrochures, web sites, or news coverage.

A compensatorydecision involves the consumer trading off good and bad attributes ofa product. For example, a car may have a low price and good gas mileage but slowacceleration. If the price is sufficiently inexpensive and gas efficient, the consumermay then select it over a car with better acceleration that costs more and uses moregas. Occasionally, a decision will involve a non-compensatorystrategy. For example, aparent may reject all soft drinks that contain artificial sweeteners. Here, other goodfeatures such as taste and low calories cannot overcome this one non-negotiableattribute.

The amount of effort a consumer puts into searching depends on a number of factorssuch as the market (how many competitors are there, and how great are differencesbetween brands expected to be?), product characteristics (how important is thisproduct? How complex is the product? How obvious are indications of quality?),consumer characteristics (how interested is a consumer, generally, in analyzing productcharacteristics and making the best possible deal?), and situational characteristics (aspreviously discussed).


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Two interesting issues in decisions are:

Variety seeking (whereconsumers seek to try new brands notbecause these brands are expected to

be better in any way, but ratherbecause the consumer wants a changeof pace, and Impulse purchasesunplannedbuys. This represents a somewhatfuzzy group. For example, a shoppermay plan to buy vegetables but onlydecide in the store to actually buybroccoli and corn. Alternatively, aperson may buy an item which iscurrently on sale, or one that he or she

remembers that is needed only onceinside the store.

A number of factors involve consumer choices. In some cases, consumers will be moremotivated. For example, one may be more careful choosing a gift for an in-law thanwhen buying the same thing for one self. Some consumers are also more motivated tocomparison shop for the best prices, while others are more convenience oriented.Personalityimpacts decisions. Some like variety more than others, and some are morereceptive to stimulation and excitement in trying new stores. Perception influencesdecisions. Some people, for example, can taste the difference between generic andname brand foods while many cannot. Selective perception occurs when a person is

paying attention only to information of interest. For example, when looking for a newcar, the consumer may pay more attention to car ads than when this is not in thehorizon. Some consumers are put off by perceived risk. Thus, many marketers offer amoney back guarantee. Consumers will tend to change their behavior through learninge.g., they will avoid restaurants they have found to be crowded and will settle onbrands that best meet their tastes. Consumers differ in the values they hold (e.g.,some people are more committed to recycling than others who will not want to gothrough the hassle). We will consider the issue of lifestyle under segmentation.

The Family Life Cycle. Individuals and families tend to go through a "life cycle:" Thesimple life cycle goes from


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For purposes of this discussion, a "couple" may either be married or merely involveliving together. The breakup of a non-marital relationship involving cohabitation issimilarly considered equivalent to a divorce.

In real life, this situation is, of course, a bit more complicated. For example, many

couples undergo divorce. Then we have one of the scenarios:

Single parenthood can result either from divorce or from the death of one parent.Divorce usually entails a significant change in the relative wealth of spouses. In somecases, the non-custodial parent (usually the father) will not pay the required childsupport, and even if he or she does, that still may not leave the custodial parent andchildren as well off as they were during the marriage. On the other hand, in somecases, some non-custodial parents will be called on to pay a large part of their incomein child support. This is particularly a problem when the non-custodial parent remarriesand has additional children in the second (or subsequent marriages). In any event,divorce often results in a large demand for:

Low cost furniture and householditems Time-saving goods and services

Divorced parents frequently remarry, or become involved in other non-maritalrelationships; thus, we may see


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Another variation involves

Here, the single parent who assumes responsibility for one or more children may not

form a relationship with the other parent of the child.

Integrating all the possibilities discussed, we get the following depiction of the FamilyLife Cycle:

Generally, there are two main themes in the Family Life Cycle, subject to significantexceptions:

As a person gets older, he or shetends to advance in his or her career

and tends to get greater income(exceptions: maternity leave, divorce,retirement).

Unfortunately, obligations alsotend to increase with time (at leastuntil ones mortgage has been paid off).Children and paying for ones house aretwo of the greatest expenses.


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Note that although a single person may have a lower income than a married couple, thesingle may be able to buy more discretionary items.

Note that although a single person may have a lower income than a married couple, thesingle may be able to buy more discretionary items.

Family Decision Making: Individual members of families often serve different roles indecisions that ultimately draw on shared family resources. Some individuals areinformation gatherers/holders, who seek out information about products of relevance.These individuals often have a great deal of power because they may selectively passon information that favors their chosen alternatives. Influencers do not ultimately havethe power decide between alternatives, but they may make their wishes known byasking for specific products or causing embarrassing situations if their demands are notmet. The decision maker(s) have the power to determine issues such as:

Whether to buy; Which product to buy (pick-up or

passenger car?); Which brand to buy; Where to buy it; and When to buy.

Note, however, that the role of the decision maker is separate from that of thepurchaser. From the point of view of the marketer, this introduces some problems sincethe purchaser can be targeted by point-of-purchase (POP) marketing efforts that cannotbe aimed at the decision maker. Also note that the distinction between the purchaserand decision maker may be somewhat blurred:

The decision maker may specifywhat kind of product to buy, but notwhich brand;

The purchaser may have to makea substitution if the desired brand is notin stock; The purchaser may disregardinstructions (by error or deliberately).

It should be noted that family decisions are often subject to a great deal of conflict.The reality is that few families are wealthy enough to avoid a strong tension between

demands on the familys resources. Conflicting pressures are especially likely in familieswith children and/or when only one spouse works outside the home. Note that manydecisions inherently come down to values, and that there is frequently no "objective"way to arbitrate differences. One spouse may believe that it is important to save forthe childrens future; the other may value spending now (on private schools andcomputer equipment) to help prepare the children for the future. Who is right? There isno clear answer here. The situation becomes even more complex when more partiessuch as children or other relativesare involved.


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Some family members may resort to various strategies to get their way. One isbargainingone member will give up something in return for someone else. Forexample, the wife says that her husband can take an expensive course in gourmetcooking if she can buy a new pickup truck. Alternatively, a child may promise to walk itevery day if he or she can have a hippopotamus. Another strategy is reasoningtrying to

get the other person(s) to accept ones view through logical argumentation. Note thateven when this is done with a sincere intent, its potential is limited by legitimatedifferences in values illustrated above. Also note that individuals may simply try to"wear down" the other party by endless talking in the guise of reasoning (this is a caseofnegative reinforcement as we will see subsequently). Various manipulative strategiesmay also be used. One is impression management, where one tries to make ones sidelook good (e.g., argue that a new TV will help the children see educational TV when itis really mostly wanted to see sports programming, or argue that all "decent familiesmake a contribution to the church").Authorityinvolves asserting ones "right" to makea decision (as the "man of the house," the mother of the children, or the one whomakes the most money). Emotion involves making an emotional display to get ones

way (e.g., a man cries if his wife will not let him buy a new rap album).

The Means-End Chain. Consumers often buy products not because of their attributesper se but rather because of the ultimate benefits that these attributes provide, in turnleading to the satisfaction of ultimate values. For example, a consumer may not beparticularly interested in the chemistry of plastic roses, but might reason as follows:

The important thing in a means-end chain is to start with an attribute, a concretecharacteristic of the product, and then logically progress to a series of consequences(which tend to become progressively more abstract) that end with a value beingsatisfied. Thus, each chain must start with an attribute and end with a value. Animportant implication of means-end chains is that it is usually most effective inadvertising tofocus on higher level items. For example, in the flower example above,


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an individual giving the flowers to the significant other might better be portrayed thanthe flowers alone.

Attitudes. Consumer attitudes are a composite of a consumers (1) beliefs about, (2)feelings about, (3) and behavioral intentions toward some objectwithin the context

of marketing, usually a brand, product category, or retail store. These components areviewed together since they are highly interdependent and together represent forcesthat influence how the consumer will react to the object.

Beliefs. The first component is beliefs. A consumer may hold both positive beliefstoward an object (e.g., coffee tastes good) as well as negative beliefs (e.g., coffee iseasily spilled and stains papers). In addition, some beliefs may be neutral (coffee isblack), and some may be differ in valance depending on the person or the situation(e.g., coffee is hot and stimulates--good on a cold morning, but not good on a hotsummer evening when one wants to sleep). Note also that the beliefs that consumershold need not be accurate (e.g., that pork contains little fat), and some beliefs may,

upon closer examination, be contradictory.

Affect. Consumers also hold certain feelings toward brands or other objects.Sometimes these feelings are based on the beliefs (e.g., a person feels nauseated whenthinking about a hamburger because of the tremendous amount of fat it contains), butthere may also be feelings which are relatively independent of beliefs. For example, anextreme environmentalist may believe that cutting down trees is morally wrong, butmay have positive affect toward Christmas trees because he or she unconsciouslyassociates these trees with the experience that he or she had at Christmas as a child.

Behavioral intention. The behavioral intention is what the consumer plans to do with

respect to the object (e.g., buy or not buy the brand). As with affect, this issometimes a logical consequence of beliefs (or affect), but may sometimes reflectother circumstances--e.g., although a consumer does not really like a restaurant, he orshe will go there because it is a hangout for his or her friends.

Changing attitudes is generally very difficult, particularly when consumers suspect thatthe marketer has a self-serving agenda in bringing about this change (e.g., to get theconsumer to buy more or to switch brands). Here are some possible methods:

Changing affect. One approach is to try to change affect, which may or may notinvolve getting consumers to change their beliefs. One strategy uses the approach

of classical conditioning try to pair the product with a liked stimulus. Forexample, we pair a car with a beautiful woman. Alternatively, we can try to getpeople to like the advertisement and hope that this liking will spill over into thepurchase of a product. For example, the Pillsbury Doughboy does not reallyemphasize the conveyance of much information to the consumer; instead, itattempts to create a warm, fuzzy image. Although Energizer Bunny ads try to getpeople to believe that their batteries last longer, the main emphasis is on thelikeable bunny. Finally, products which are better known, through the mere


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exposure effect, tend to be better likedthat is, the more a product is advertisedand seen in stores, the more it will generally be liked, even if consumers to do notdevelop any specific beliefs about the product.

Changing behavior. People like to believe that their behavior is rational; thus,once they use our products, chances are that they will continue unless someone is

able to get them to switch. One way to get people to switch to our brand is to usetemporary price discounts and coupons; however, when consumers buy a producton deal, they may justify the purchase based on that deal (i.e., the low price) andmay then switch to other brands on deal later. A better way to get people toswitch to our brand is to at least temporarily obtain better shelf space so that theproduct is more convenient. Consumers are less likely to use this availability as arationale for their purchase and may continue to buy the product even when theproduct is less conveniently located.

Changing beliefs. Although attempting to change beliefs is the obvious way toattempt attitude change, particularly when consumers hold unfavorable orinaccurate ones, this is often difficult to achieve because consumers tend to resist.

Several approaches to belief change exist: Change currently held beliefs. It is generally very difficult to attempt tochange beliefs that people hold, particularly those that are strongly held, evenif they are inaccurate. For example, the petroleum industry advertised for along time that its profits were lower than were commonly believed, andprovided extensive factual evidence in its advertising to support this reality.Consumers were suspicious and rejected this information, however.

Change the importance of beliefs. Although the sugar manufacturers wouldundoubtedly like to decrease the importance of healthy teeth, it is usually notfeasible to make beliefs less important--consumers are likely to reason, why,then, would you bother bringing them up in the first place? However, it may be

possible to strengthen beliefs that favor us--e.g., a vitamin supplementmanufacturer may advertise that it is extremely important for women to replaceiron lost through menstruation. Most consumers already agree with this, but thebelief can be made stronger.Add beliefs. Consumers are less likely to resist the addition of beliefs so long asthey do not conflict with existing beliefs. Thus, the beef industry has addedbeliefs that beef (1) is convenient and (2) can be used to make a number ofcreative dishes. Vitamin manufacturers attempt to add the belief that stresscauses vitamin depletion, which sounds quite plausible to most people.

Change ideal. It usually difficult, and very risky, to attempt to change ideals,and only few firms succeed. For example, Hard Candy may have attempted to change

the ideal away from traditional beauty toward more unique self expression.

One-sided vs. two-sided appeals. Attitude research has shown that consumers oftentend to react more favorably to advertisements which either (1) admit somethingnegative about the sponsoring brand (e.g., the Volvo is a clumsy car, but very safe) or(2) admits something positive about a competing brand (e.g., a competing supermarkethas slightly lower prices, but offers less service and selection). Two-sided appeals


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must, contain overriding arguments why the sponsoring brand is ultimately superiorthat is, in the above examples, the but part must be emphasized.

Perception. Our perception is an approximation of reality. Our brain attempts to makesense out of the stimuli to which we are exposed. This works well, for example, when

we see a friend three hundred feet away at his or her correct height; however, ourperception is sometimes offfor example, certain shapes of ice cream containerslook like they contain more than rectangular ones with the same volume.

Subliminal stimuli. Back in the 1960s, it was reported that on selected evenings, moviegoers in a theater had been exposed to isolated frames with the words Drink CocaCola and Eat Popcorn imbedded into the movie. These frames went by so fast thatpeople did not consciously notice them, but it was reported that on nights with framespresent, Coke and popcorn sales were significantly higher than on days they were leftoff. This led Congress to ban the use of subliminal advertising. First of all, there is aquestion as to whether this experiment ever took place or whether this information was

simply made up. Secondly, no one has been able to replicate these findings. There isresearch to show that people will start to giggle with embarrassment when they arebriefly exposed to dirty words in an experimental machine. Here, again, theexposure is so brief that the subjects are not aware of the actual words they saw, but itis evident that something has been recognized by the embarrassment displayed.

Organizational buyers. A large portion of the market for goods and services isattributable to organizational, as opposed to individual, buyers. In general,organizational buyers, who make buying decisions for their companies for a living, tendto be somewhat more sophisticated than ordinary consumers. However, theseorganizational buyers are also often more risk averse. There is a risk in going with a

new, possibly better (lower price or higher quality) supplier whose product is unprovenand may turn out to be problematic. Often the fear of running this risk is greater thanthe potential rewards for getting a better deal. In the old days, it used to be said thatYou cant get fired for buying IBM. This attitude is beginning to soften a bit today asfirms face increasing pressures to cut costs.

Organizational buyers come in several forms. Resellers involve either wholesalers orretailers that buy from one organization and resell to some other entity. For example,large grocery chains sometimes buy products directly from the manufacturer and resellthem to end-consumers. Wholesalers may sell to retailers who in turn sell toconsumers. Producers also buy products from sub-manufacturers to create a finished

product. For example, rather than manufacturing the parts themselves, computermanufacturers often buy hard drives, motherboards, cases, monitors, keyboards, andother components from manufacturers and put them together to create a finishedproduct. Governments buy a great deal of things. For example, the military needs anincredible amount of supplies to feed and equip troops. Finally, large institutions buyproducts in huge quantities. For example, UCR probably buys thousands of reams ofpaper every month.


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Organizational buying usually involves more people than individual buying. Often, manypeople are involved in making decisions as to (a) whether to buy, (b) what to buy, (c) atwhat quantity, and (d) from whom. An engineer may make a specification as to what isneeded, which may be approved by a manager, with the final purchase being made bya purchase specialist who spends all his or her time finding the best deal on the goods

that the organization needs. Often, such long purchase processes can cause longdelays. In the government, rules are often especially stringente.g., vendors of fruitcake have to meet fourteen pages of specifications put out by the General ServicesAdministration. In many cases, government buyers are also heavily bound to go withthe lowest price. Even if it is obvious that a higher priced vendor will offer a superiorproduct, it may be difficult to accept that bid.

evalution of consumer behaviour

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