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    10 Buying, Using, Disposing

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    sofia fiers
    The document discusses various aspects of consumer behavior from pre-purchase to post-purchase. It covers factors that influence consumer decision making such as personal characteristics, contextual situations, emotional states, and interactions with salespeople. It also examines temporal factors, e-commerce trends, consumer satisfaction models, and different methods of product disposal. The document is a lecture on consumer behavior that analyzes the topic from various perspectives.

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    © All Rights Reserved
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    10 Buying, Using, Disposing

    Uploaded by

    sofia fiers
    101 views14 pages
    The document discusses various aspects of consumer behavior from pre-purchase to post-purchase. It covers factors that influence consumer decision making such as personal characteristics, contextual situations, emotional states, and interactions with salespeople. It also examines temporal factors, e-commerce trends, consumer satisfaction models, and different methods of product disposal. The document is a lecture on consumer behavior that analyzes the topic from various perspectives.

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    The document discusses various aspects of consumer behavior from pre-purchase to post-purchase. It covers factors that influence consumer decision making such as personal characteristics, contextual situations, emotional states, and interactions with salespeople. It also examines temporal factors, e-commerce trends, consumer satisfaction models, and different methods of product disposal. The document is a lecture on consumer behavior that analyzes the topic from various perspectives.

    Copyright:

    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd
    Download as pdf or txt
    101 views14 pages

    10 Buying, Using, Disposing

    Uploaded by

    sofia fiers
    The document discusses various aspects of consumer behavior from pre-purchase to post-purchase. It covers factors that influence consumer decision making such as personal characteristics, contextual situations, emotional states, and interactions with salespeople. It also examines temporal factors, e-commerce trends, consumer satisfaction models, and different methods of product disposal. The document is a lecture on consumer behavior that analyzes the topic from various perspectives.

    Copyright:

    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd
    Download as pdf or txt
    of 14

    5/16/2018

    CONSUMER BEHAVIOR
    Panduan2018 D esain M edia I nformasi,
    Sistem Tanda dan Penunjuk Arah
    Buying, using, disposing
    Dipublikasikan pada Desember 2013
    Lecturer : Berto Mulia Wibawa

    mb.its.ac.id
    Manajemen Bisnis - ITS

    Buying –using –disposing


    - Intro -

    What is the difference in consumer behavior context, to the product above?


    CONCLUSIONS?

    Manajemen Bisnis - ITS

    1
    5/16/2018

    Buying –using –disposing


    - Intro -

    What is the difference in consumer behavior context, to the product above?


    CONCLUSIONS?

    Manajemen Bisnis - ITS

    Buying –using –disposing


    - Intro -

    What is the difference in consumer behavior context, to the product above?


    CONCLUSIONS?

    Manajemen Bisnis - ITS

    2
    5/16/2018

    Pre-Purchase, purchase, & post-purchase


    - Case -

    ❑ A consumer’s choices are affected by many personal factors…and the sale doesn’t end at
    the time of purchase.

    ❑ Many factors at the time of purchase dramatically influence the consumer’s decision-making
    process

    Manajemen Bisnis - ITS

    Pre-Purchase, purchase, & post-purchase


    - Theory -

    ❑ A consumer’s choices are affected by many personal factors…and the sale doesn’t end at
    the time of purchase.

    ❑ illustrates that many contextual factors affect our choices. These might include mood,
    whether we feel time pressure to make a purchase, and the reason we need the product.
    Salespeople could play a role in our decisions, too.

    Manajemen Bisnis - ITS

    3
    5/16/2018

    Consumption situation
    - Explanation of 10 Factors -

    ❑ Physical Surroundings ❑ Salesperson


    ✓ Décor, smells, temperature ✓ Interaction,knowledge
    ❑ Social Surroundings ❑ Store Image
    ✓ Presence or absence of ❑ Retailing as Theatre
    clientele ❑ In Store Decision Making
    ❑ Private resort vs. night club
    ✓ Spontaneous shopping,
    ❑ Temporal Factors impulse buying, point of
    ✓ Perceptions of time impact purchase stimuli
    decisions ❑ E-commerce
    ❑ Antecedent States
    ✓ Mood and psychological states
    influence evaluations
    ❑ Shopping Orientation
    ✓ Economic, recreational,
    apathetic, ethical

    Manajemen Bisnis - ITS

    Temporal factors
    - Economic Time? When? -

    Timestyle

    Time Poverty

    ❑ People’s priorities determine their timestyle.


    ❑ Your timestyle determines how you spend your time resource.
    ❑ Some people feel that they are time poor. That means that they simply feel
    that they do not have sufficient time to spend their money.

    Manajemen Bisnis - ITS

    4
    5/16/2018

    The shopping experience


    - How to get consumer feedback -

    ❑ Focus groups, in which a small set of consumers comes into a facility to try a new
    item while company personnel observe them from behind a mirror.
    ❑ Total quality management (TQM) is a complex set of management and
    engineering procedures that aims to reduce errors and increase quality.
    ❑ Gemba, which to the Japanese means “the one true source of information.”

    Manajemen Bisnis - ITS

    Manajemen Bisnis - ITS

    5
    5/16/2018

    Manajemen Bisnis - ITS

    Manajemen Bisnis - ITS

    6
    5/16/2018

    Emotional states
    - Dimensions -

    PASAR
    TRADISIONAL +
    BAU TIDAK SEDAP

    PIJAT
    TRADISIONAL +
    DANGDUT

    ❑ The shopping experience is affected by how pleasant our environment is


    perceived and our level of arousal during the consumption experience.

    Manajemen Bisnis - ITS

    Sales interaction
    - Salespeople Play a Key Role -

    ❑ A buyer-seller situation is like many dyadic encounters. During the relationship,


    the parties establish their own roles in the relationship through identity
    negotiation.
    ❑ Salespeople can be more effective if they have authority and expertise, and even
    if they have incidental similarities, such as a shared experience, to the buyer.

    Manajemen Bisnis - ITS

    7
    5/16/2018

    Sales interaction
    - Case : Life Insurance -

    Manajemen Bisnis - ITS

    Sales interaction
    - Case : Life Insurance -

    Manajemen Bisnis - ITS

    8
    5/16/2018

    E-commerce
    - Trending today -

    • Benefits: good customer service, more options, more convenient


    • Limitations: lack of security, fraud, actual shopping experience, shipping
    charges
    Manajemen Bisnis - ITS

    E-commerce
    - Rating and Review -

    • The experience of acquiring the good may be quite different off line versus online.
    • Electronic marketers can reach people anywhere but there are also issues as well.

    Manajemen Bisnis - ITS

    9
    5/16/2018

    E-commerce
    - Rating and Review -

    • The experience of acquiring the good may be quite different off line versus online.
    • Electronic marketers can reach people anywhere but there are also issues as well.

    Manajemen Bisnis - ITS

    Consumer satisfaction
    - Model -

    A consumers feelings of PLEASURE (or disappointment) THAT RESULT from comparing a product’s
    perceived performance to (or outcome) to expectations.

    Manajemen Bisnis - ITS

    10
    5/16/2018

    Product disposal
    - Kind -

    Manajemen Bisnis - ITS

    Product disposal
    - Kind -

    Manajemen Bisnis - ITS

    11
    5/16/2018

    Manajemen Bisnis - ITS

    Manajemen Bisnis - ITS

    12
    5/16/2018

    Product disposal
    - Kind -

    Manajemen Bisnis - ITS

    Where Ships Go to Die, Workers Risk Everything - National Geographic


    Manajemen Bisnis - ITS

    13
    5/16/2018

    Product disposal
    - Kind -

    ❑ WHY ON EARTH do we/should we CARE about how or why/when


    consumers DISPOSE?
    ❑ What is the IMPACT to our business? Is there any at all?

    Disposal Options:

    Dispose Dispose
    Keep Item
    Permanently Temporarily

    Lateral cycling : A process where already-purchased objects are sold to others


    or exchanged for other items

    Manajemen Bisnis - ITS

    Manajemen Bisnis - ITS

    14

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