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Consumer Behaviour
Learning Objectives:
To
Consumer Behaviour
Definition:
Consumer buyer Behaviour
The buying behaviour of final consumers- individuals and
households who buy goods and services for personal
consumption.
Consumer Market:
All the individuals and households who buy or acquire
goods and services for personal consumption.
Consumer Behaviour
Businesses now spend considerable sums
trying to learn about what makes customers
tick.
The questions they try to understand are:
Who buys?
How do they buy?
When do they buy?
Where do they buy?
Why do they buy?
Buying roles
Buying behavior
Buying decision
process
Initiator
Influencer
Decider
Buyer
User
Buying roles
Buying behavior
Buying decision
process
Complex buying
behavior
Dissonance-reducing
buying behavior
Habitual buying behavior
Variety-seeking buying
behavior
Low Involvement
Complex
Buying
behaviour
Variety Seeking
buying
behaviour
Dissonance
reducing
buying
behaviour
Habitual buying
behaviour
Buying roles
Buying behavior
Buying decision
process
Need Recognition
Need/Problem Recognition
Commercial sources:
advertising; salespeople; retailers; dealers;
packaging; point-of-sale displays
Public sources:
newspapers, radio, television, consumer
organisations; specialist magazines
Experiential sources:
handling, examining, using the product
Alternative evaluation
Brand attributes
Product features
Aesthetic attributes
Price
Purchase Decision
Unforeseen circumstances
Angered by the salesperson or sales manager
Unable to obtain financing
Customer changes mind
Product availability
Possession utility
Postpurchase Evaluation
(1) Delight
(2) Satisfaction
(3) Dissatisfaction
(4) Cognitive Dissonance
Campbells neuromarketing
initiative