Ch10 - PowerPoint by PowerPoint Milton M. Pressley...

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Unformatted text preview: PowerPoint by PowerPoint Milton M. Pressley University of New Orleans Introduction • Making a purchase is often not a simple, routine matter of going to a store and quickly picking out something store Figure 10-1: Issues Related to Purchase and Post Purchase Activities Introduction • Situational Effects on Consumer Behavior • Consumption Situation • Situational Self-image Social and Physical Surroundings • Temporal Factors • Economic Time • Timestyle • Time Poverty • Polychronic Activity • Multi-tasking Social and Physical Surroundings • • Psychological Time Queuing Theory Figure 10-2: Drawings of Time Source Social and Physical Surroundings • Antecedent States: If It Feels Good, Buy It • Pleasure and Arousal Figure 10-3: Dimensions of Emotional States Shopping: A Job or an Adventure? • Reasons for Shopping • Social Experiences • Sharing of Common Interests • Interpersonal Attraction • Instant Status • The Thrill of the Hunt Shopping: A Job or an Adventure? • • • • • • Shopping Orientation The Economic Shopper The Personalized Shopper The Ethical Shopper The Apathetic Shopper The Recreational Shopper • E-Commerce: Clicks Versus Bricks Shopping: A Job or an Adventure? • Retailing as Theater • Store Image • Atmospherics • In-Store Decision Making • Spontaneous Shopping • Unplanned Buying • Impulse Buying • Impulse Items • Planners • Partial Planners • Impulse Purchasers Figure 10-4: One Consumer’s Image of an Impulse Buyer Shopping: A Job or an Adventure? • Point-of-Purchase Stimuli (POP) • The Salesperson • Exchange Theory • Commercial Friendships • Identity Negotiations • Interaction Styles Postpurchase Satisfaction • Consumer Satisfaction / Dissatisfaction (CS/D) • Perceptions of Product Quality Postpurchase Satisfaction • • • Quality Is What We Expect It to Be Expectancy Disconfirmation Model Managing Expectations Figure 10-5: Zones Postpurchase Satisfaction • • • • Acting on Dissatisfaction Voice Response Private Response Third-party Response Product Disposal • Disposal Options • Keep the Item • Temporarily Dispose of the Item • Permanently Dispose of the Item Figure 10-6: Consumers’ Disposal Options Product Disposal • Lateral Cycling: Junk Versus “Junque” ...
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This note was uploaded on 08/29/2011 for the course MAR 3503 taught by Professor Kim,j during the Summer '08 term at University of Central Florida.

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