introtomarketingchp5slides - G VIO IN A D H N BE TA R RS M E 5 E U E D S NCR N N TTER U O OP O R S C OHSA E F R P C R FIGURE 5-1 The purchase decision

introtomarketingchp5slides - G VIO IN A D H N BE TA R RS M...

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UNDERSTAN DING CONSUMER BEHAVIO R— CHAPTER 5 PROFESSOR TONCRE
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Slide 5-2 FIGURE 5-1 FIGURE 5-1 The purchase decision process consists of five stages
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CONSUMER PURCHASE DECISION PROCESS PROBLEM RECOGNITION LO 5-1 Consumer Behavior Purchase Decision Process
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Slide 5-4 CONSUMER PURCHASE DECISION PROCESS INFORMATION SEARCH LO 5-1 Internal Search External Search Personal Sources Public Sources Marketer-Dominated Sources
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Slide 5-5 FIGURE 5-2 FIGURE 5-2 Consumer Reports ’ evaluation of smartphones Note: Alphabetical list (abridged) of smartphones for Verizon customers only; not in order of their Rankings
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Slide 5-6 CONSUMER PURCHASE DECISION PROCESS ALTERNATIVE EVALUATION LO 5-1 Evaluative Criteria Consideration Set
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Slide 5-7 CONSUMER PURCHASE DECISION PROCESS PURCHASE DECISION LO 5-1 Decide When to Buy Decide from Whom to Buy
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Slide 5-8 CONSUMER PURCHASE DECISION PROCESS POSTPURCHASE BEHAVIOR LO 5-1 Satisfied Customers Tell 3 People Dissatisfied Customers Tell 9 People Cognitive Dissonance Customer Satisfaction Studies
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Slide 5-9 MARKETING MATTERS How Much is a Satisfied Customer Worth? LO 5-1 = $994
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Slide 5-10 CONSUMER PURCHASE DECISION PROCESS CONSUMER INVOLVEMENT & PROBLEM SOLVING LO 5-2 Involvement Extended Problem Solving Limited Problem Solving Routine Problem Solving
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Slide 5-11 FIGURE 5-3 FIGURE 5-3 Comparison of problem-solving variations: extended, limited, and routine
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