Is a process whereby a consumer remembers only that information that supports his or her personal beliefs?

Processes a customer uses to make purchase decisions, as well as to use and dispose of purchased goods or services; also includes factors that influence purchase decisions and product use

Consumer decision- making process

A five-step process used by consumers when buying goods or services. (1) need recognition, (2) information search, (3) evaluation of alternatives, (4) purchase, and (5) postpurchase behavior

(Consideration set) A group of brands, resulting from an information search, from which a buyer can choose

inner tension that a consumer experiences after recognizing and inconsistency between behavior and values or opinions

The type of decission making exhibited by consumers buying frequently purchased, low-cost goods and services; requires little search and decision time

The type of decision making that requires a moderate amount of of time to gather information and deliberating about an unfamiliar brand in a familiar product category

The most complex type of consumer decision making, used when buying an unfamiliar, expensive product or an infrequently bought item; requires use of several criteria for evaluating options and much time for seeking information

Factors affecting involvement levels

Previous experience, Interest, Perceived risk of negative consequences, Situation, Social visibilty

Types of Reference Groups

Primary membership groups, Secondary membership groups, Aspirational reference groups, Norms, Nonaspirational reference groups

An individual who influences the opinions of others

The process by which people select, organize, and interpret stimuli into a meaningful and coherent picture

A process whereby a consumer changes or distorts information that conflicts with his or her feelings or beliefs

A process whereby a consumer remembers only that information that supports his or her personal beliefs

Glossary Chapter 5 aspirational reference groups Groups that an individual would like to join. (p. 78) attitude A learned tendency to respond consistently toward a given object. (p. 87) belief An organized pattern of knowledge that an individual holds as true about his or her world. (p. 87) cognitive dissonance Inner tension that a consumer experiences after recognizing an inconsistency between behaviour and values or opinions. (p. 71) consumer behaviour How consumers make purchase decisions and how they use and dispose of purchased goods or services; also includes the factors that influence purchase decisions and product use. (p. 67) consumer decision-making process A five-step process used by consumers when buying goods or services. (p. 68) culture The set of values, norms, attitudes, and other meaningful symbols that shape human behaviour and the artifacts, or products, of that behaviour as they are transmitted from one generation to the next. (p. 74) evoked set (p. consideration set) A group of the most preferred alternatives resulting from an information search, which a buyer can further evaluate to make a final choice. (p. 70) extensive decision making The most complex type of consumer decision making, used when considering the purchase of an unfamiliar, expensive product or an infrequently purchased item; requires the use of several criteria for evaluating options and much time for seeking information. (p. 72) external information search The process of seeking information in the outside environment. (p. 69) ideal self-image The way an individual would like to be. (p. 83) internal information search The process of recalling information stored in one’s memory. (p. 69) involvement The amount of time and effort a buyer invests in the search, evaluation, and decision processes of consumer behaviour. (p. 72) learning A process that creates changes in behaviour, immediate or expected, through experience and practice; in a CRM environment, the informal process of collecting customer data through customer comments and feedback on product or service performance. (p. 86) lifestyle A mode of living as identified by a person’s activities, interests, and opinions. (p. 83) limited decision making The type of decision making that requires a moderate amount of time for gathering information and deliberating about an unfamiliar brand in a familiar product category. (p. 72) marketing-controlled information source A product information source that originates with marketers promoting the product. (p. 69) Maslow’s hierarchy of needs A method of classifying human needs and motivations into five categories in ascending order of importance: physiological, safety, social, esteem, and self-actualization. (p. 86) motive A driving force that causes a person to take action to satisfy specific needs. (p. 86) need recognition Result of an imbalance between actual and desired states. (p. 68) nonaspirational reference groups (p. dissociative groups) Groups that influence our behaviour because we try to maintain distance from them. (p. 79) nonmarketing-controlled information source A product information source not associated with advertising or promotion. (p. 69) norms The values and attitudes deemed acceptable by a group. (p. 78) opinion leader An individual who influences the opinions of others. (p. 79) perception The process by which people select, organize, and interpret stimuli into a meaningful and coherent picture. (p. 84) personality A way of organizing and grouping the consistency of an individual’s reactions to situations. (p. 83) primary membership groups groups with which individuals interact regularly in an informal, face-to-face manner. (p. 78) psychological influences Tools that consumers use to recognize, gather, analyze, and self-organize to aid in decision making. (p. 84) real self-image The way an individual actually perceives himself or herself. (p. 83) reference group A group in society that influences an individual’s purchasing behaviour. (p. 78) routine response behaviour The type of decision making exhibited by consumers buying frequently purchased, low-cost goods and services; requires little search and decision time. (p. 72) secondary membership groups groups with which individuals interact less consistently and more formally than with primary membership groups. (p. 78) selective distortion A process whereby consumers change or distort information that conflicts with their feelings or beliefs. (p. 84) selective exposure The process whereby a consumer decides which stimuli to notice and which to ignore. (p. 84) selective retention A process whereby consumers remember only information that supports their personal beliefs. (p. 84) self-concept How consumers perceive themselves in terms of attitudes, perceptions, beliefs, and self-evaluations. (p. 83) social class A group of people who are considered nearly equal in status or community esteem, who regularly socialize among themselves both formally and informally, and who share behavioural norms. (p. 77) socialization process The passing down of cultural values and norms to children. (p. 81) sociometric leader A low-profile, well-respected collaborative professional who is socially and professionally well connected. (p. 79) stimulus Any unit of input affecting one or more of the five senses: sight, smell, taste, touch, hearing. (p. 68) subculture A homogeneous group of people who share elements of the overall culture and also have their own unique cultural elements. (p. 76) value The enduring beliefs shared by a society that a specific mode of conduct is personally or socially preferable to another mode of conduct. (p. 75) want A particular product or service that the customer believes could satisfy an unfulfilled need. (p. 68)