Professional Documents
Culture Documents
Five stages in the consumer buying process The amount of time spent in each stage varies according to several factors
Need Recognition
Marketing helps consumers recognize (or create) an imbalance between present status and preferred state When a current product isnt performing properly
When the consumer is running out of an product When another product seems State Preferred superior to the one currently used
Purpose of search
Pre purchase search Ongoing search
Source of search
internal
external
Ongoing search
Search activities which are independent of specific needs and problems. Problem has not been recognized. Searching with interest, no demand of product.
internal search
The evoked
set: a group of
Prices are higher and the price differences between brands are greater Perception that there exists substantial differences among product alternatives
Individual factors Greater market experience with a product is associated with lower degree of external search. Socio economic characteristics e.g. high educational level Level of stimulation from environment
Perceived risk Uncertainty regarding the most appropriate purchase decision influences the information gathered
b. Inert set
c. Inept set Brands that have been rejected from purchase consideration because of unpleasant experience
Brand processing
Attribute processing
Consumers use compensatory/ non compensatory rules for this decision making
2. Conjunctive rule
Requires the customers to establish minimum levels of acceptability on different attributes of each brand Then for each criteria a cut off point will be set below which the brand will not be considered.
3. Lexicographic Rule
Allows additional evaluative criteria to be incorporated in addition if necessary This happens when choice cant be made by evaluating the important criterion
Post-purchase Behavior:
Consumers expectations are compared to performance Post-purchase satisfaction influences future behavior
Purchasing behavior Word-of-mouth communications
Discussion Scenario
Think about the Internet . . . How can marketers capitalize on the Internet to influence or monitor post-purchase behavior? Identify and discuss the different means by which the Internet has impacted how consumers use or dispose of products.