Consumer Markets and

Consumer Buyer Behavior

Chapter 5
 Learning Goals
1. Learn the consumer market and
construct model of consumer buyer
behavior
2. Know the four factors that influence
buyer behavior
3. Understand the types of buying
decision behavior and stages in the
process
4. Comprehend the adoption and
diffusion process for new products

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 Case Study
Harley Davidson
Building Success Measuring Success

• Understanding the • Currently 22% of all

customers’ emotions U.S. bike sales
and motivation • Demand above
• Determining the supply
factors of loyalty • Sales doubled in the
• Translating this past 5 years with
information to earnings tripled.
effective advertising
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 Definitions
• Consumer buyer behavior refers
to the buying behavior of final
consumers – individuals and
households who buy goods and
services for personal consumption
• All of these final consumers
combine to make up the consumer
market

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Goal 1: Learn the consumer market & construct model of buyer behavior
 Stimulus-Response Model of
Consumer Behavior
Stimuli Buyer’s Black Box Buyer Response
4P’s Buyer characteristics Product choice
Other characteristics Buyer decision process Brand choice
• economic
Dealer choice
• technological
Purchase timing
• political
• cultural Purchase amount

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Goal 1: Learn the consumer market & construct model of buyer behavior
 Figure 5-1:
Model of Buyer Behavior

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 Figure 5-2:
Factors Influencing
Consumer Behavior

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 Characteristics Affecting
Consumer Behavior
 Culture
• Forms a person’s wants
Key Factors and behavior
 Subculture
• Groups with shared value
Cultural systems
 Social Class
Social • Society’s divisions who
Personal share values, interests
and behaviors
Psychological

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Goal 2: Know the four factors that influence consumer buying behavior
 Characteristics Affecting
Consumer Behavior
 Groups
• Membership
Key Factors • Reference
– Aspirational
• Opinion Leaders
Cultural – Buzz marketing
Social  Family
Personal • Many influencers
 Roles and Status
Psychological

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Goal 2: Know the four factors that influence consumer buying behavior
 Characteristics Affecting
Consumer Behavior
 Age and life cycle
 Occupation
Key Factors  Economic situation
 Lifestyle
Cultural •Activities, interests and
opinions
Social •Lifestyle segmentation
Personal  Personality and self-concept
Psychological

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Goal 2: Know the four factors that influence consumer buying behavior
 Characteristics Affecting
Consumer Behavior

Brand Personality Dimensions

• Sincerity • Excitement
• Ruggedness • Competence

• Sophistication

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Goal 2: Know the four factors that influence consumer buying behavior
 Characteristics Affecting
Consumer Behavior
 Motivation
Key Factors  Perception
 Learning
Cultural
 Beliefs and attitudes
Social
Personal
Psychological

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Goal 2: Know the four factors that influence consumer buying behavior
 Psychological Factors
Motivation
• A motive is a need that is sufficiently
pressing to direct the person to seek
satisfaction
• Motivation research is based on Freud;
Looks for hidden and subconscious
motivation
• Maslow ordered needs based on how
pressing they are to the consumer

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Goal 2: Know the four factors that influence consumer buying behavior
 Psychological Factors
Perception
• Perception is the process by which
people select, organize, and interpret
information
• Perception Includes:
 Selective attention
• Consumers screen out information
 Selective distortion
• People interpret to support beliefs
 Selective retention
• People retain points to support attitudes

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Goal 2: Know the four factors that influence consumer buying behavior
 Psychological Factors
Learning
Learning describes changes in an
individual’s behavior arising from
experience
Learning occurs through:
 Drives
• Internal stimulus that calls for action
 Stimuli
• Objects that move drive to motive
 Cues
• Minor stimuli that affect response
 Reinforcement
• Feedback on action

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Goal 2: Know the four factors that influence consumer buying behavior
 Psychological Factors
Beliefs and Attitudes
Belief
 a descriptive thought about a brand or
service
 may be based on real knowledge, opinion,
or faith
Attitude
 describes a person’s evaluations, feelings
and tendencies toward an object or idea
 They are difficult to change

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Goal 2: Know the four factors that influence consumer buying behavior
 Figure 5-2:
Factors Influencing
Consumer Behavior

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Lifestyles:
Jeep targets
people who
want to “leave
the civilized
world behind”

What other
types of images
could be used
to appeal to this
lifestyle?
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 Figure 5-3:
VALS Lifestyle Classification

Learn more about

VALS and take the
VALS survey online
by clicking the web
link icon below.

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 Figure 5-4:
Maslow’s Hierarchy

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The milk
moustache
campaign
changed
attitudes
toward milk.

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 Types of Buying
Decision Behavior
Complex
 Highly involved, significant brand differences
 Example – computer
Dissonance-reducing
 Highly involved, little brand differences
 Example – carpeting
Habitual
 Low involvement, little brand differences
 Example – salt
Variety-seeking
 Low involvement, significant perceived brand
differences
 Example – cookies

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Goal 3: Understand types of buying decisions and stages in the process
 The Buyer Decision
Process

Process Stages Needs can be triggered by:

 Internal stimuli
• Normal needs
Need recognition become strong
Information search enough to drive
Evaluation of alternatives behavior
Purchase decision  External stimuli
Postpurchase behavior • Advertisements
• Friends of friends

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Goal 3: Understand types of buying decisions and stages in the process
 The Buyer Decision
Process

Process Stages • Consumers exhibit

heightened attention or
actively search for
Need recognition information.
Information search • Sources of information:
Evaluation of alternatives  Personal
Purchase decision  Commercial
Postpurchase behavior  Public
 Experiential
• Word-of-mouth

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Goal 3: Understand types of buying decisions and stages in the process
 The Buyer Decision
Process

Process Stages • Evaluation procedure depends

on the consumer and the buying
situation.
Need recognition • Most buyers evaluate multiple
Information search attributes, each of which is
Evaluation of alternatives weighted differently.
Purchase decision • At the end of the evaluation
Postpurchase behavior stage, purchase intentions are
formed.

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Goal 3: Understand types of buying decisions and stages in the process
 The Buyer Decision
Process

Process Stages • Two factors intercede

between purchase intentions
and the actual decision:
Need recognition  Attitudes of others
Information search  Unexpected situational
Evaluation of alternatives factors
Purchase decision
Postpurchase behavior

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Goal 3: Understand types of buying decisions and stages in the process
 The Buyer Decision
Process

Process Stages • Satisfaction is important:

 Delighted consumers
engage in positive word-
Need recognition of-mouth.
 Unhappy customers tell
Information search on average 11 other
Evaluation of alternatives people.
Purchase decision  It costs more to attract a
Postpurchase behavior new customer than it
does to retain an existing
customer.
• Cognitive dissonance is
common

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Goal 3: Understand types of buying decisions and stages in the process
 Buyer Decision Process for
New Products
New Products
 Good, service or idea that is
perceived by customers as new.
Stages in the Adoption Process
 Marketers should help consumers
move through these stages.

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Goal 4: Comprehend the diffusion & adoption process for new products
 Buyer Decision Process for
New Products

Stages in the Adoption Process

Awareness Interest
Evaluation Trial

Adoption
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Goal 4: Comprehend the diffusion & adoption process for new products
 Buyer Decision Process for
New Products
Individual Differences in Innovativeness
 Consumers can be classified into five
adopter categories, each of which behaves
differently toward new products.
Product Characteristics and Adoption
 Five product characteristics influence the
adoption rate.

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Goal 4: Comprehend the diffusion & adoption process for new products
 Figure 5-7:
Adopter Categories Based
on Relative Time of Adoption

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 Buyer Decision Process for
New Products

Product Characteristics
Relative Advantage Complexity
Compatibility Divisibility

Communicability
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Goal 4: Comprehend the diffusion & adoption process for new products
 Buyer Decision Process for
New Products
International Consumer Behavior
 Values, attitudes and behaviors differ
greatly in other countries.
 Physical differences exist which require
changes in the marketing mix.
 Customs vary from country to country.
 Marketers must decide the degree to which
they will adapt their marketing efforts.

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Goal 4: Comprehend the diffusion & adoption process for new products