Chap005_MOD - LEARNING OBJECTIVES (LO) AFTER READING...

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Distinguish among three variations of the consumer purchase decision process: routine, limited, and extended problem solving. LO2 LEARNING OBJECTIVES (LO) AFTER READING CHAPTER 5, YOU SHOULD BE ABLE TO: LO1 Describe the stages in the consumer purchase decision process. 5-2
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Identify the major sociocultural influences on consumer behavior. LO3 LO4 LEARNING OBJECTIVES (LO) AFTER READING CHAPTER 5, YOU SHOULD BE ABLE TO: Identify the major psychological influences on consumer behavior. 5-3
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ENLIGHTENED CARMAKERS KNOW WHAT CUSTOM(H)ERS VALUE i The Sense of Styling i The Need for Speed i The Substance of Safety i The Shopping Experience 5-4
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The purchase decision process consists of five stages 5-5
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Internal Search CONSUMER PURCHASE DECISION PROCESS INFORMATION SEARCH LO1 External Search Personal Sources Public Sources Marketer-Dominated Sources 5-6
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FIGURE 5-2 FIGURE 5-2 Consumer Reports ’ evaluation of smart phones (abridged) 5-7
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CONSUMER PURCHASE DECISION PROCESS ALTERNATIVE EVALUATION LO1 Evaluative Criteria i Consideration Set 5-8
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Decide from Whom to Buy i Decide When to Buy CONSUMER PURCHASE DECISION PROCESS PURCHASE DECISION LO1 5-9
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CONSUMER PURCHASE DECISION PROCESS POSTPURCHASE BEHAVIOR LO1 Customer Satisfaction Studies Satisfied Customers Tell 3 People Dissatisfied Customers Tell 9 People i Cognitive Dissonance 5-10
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MARKETING MATTERS The Value of a Satisfied Customer to the Company LO1 5-11
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CONSUMER PURCHASE DECISION PROCESS LO2 Involvement Extended Problem Solving Limited Problem Solving Routine Problem Solving 5-12
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FIGURE 5-3 FIGURE 5-3 Comparison of problem-solving variations: extended, limited, and routine 5-13
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CONSUMER PURCHASE DECISION PROCESS LO2 Low Involvement Maintain Product Quality Avoid Stockouts Reduce Cognitive Dissonance with Ads i High Involvement Provide Information with Comparative Ads Use Personal Selling 5-14
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CONSUMER PURCHASE DECISION PROCESS SITUATIONAL INFLUENCES LO2 Situational Influences Purchase Task Social Surroundings Physical Surroundings Temporal Effects Antecedent States 5-15
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Chap005_MOD - LEARNING OBJECTIVES (LO) AFTER READING...

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