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Chapter 1 Consumer Behavior I asked Juan what were his major economic concerns. He answered very quickly, “food and clothes,” he said. “How about housing?” I asked. “That is never a problem,” he said, “for I can always make a house.” For Juan and the others, a house is not a prestige symbol but simply a place to sleep, a place to keep dry in, a place for family privacy, and a place in which to store things. It is not a place to live, as the word is so meaningfully used in the United States. Our books: Consumer behavior: building marketing strategy. Del J. Hawkins 机械 工业出版社 《消费者行为》,迈克尔·所罗门等,张莹等译经济科学出版 Our primary goal of this course is to help everybody here obtain a usable managerial understanding of consumer behavior. The key aspect of this objective is found in the phrase of usable managerial understanding. 1,The key of marketing is the managing of consumer desires. 2,A more effective marketing managing is based on the consumer -1- behavior. Customer Value Customer value is the difference between all the benefits derived from a total product and all costs of acquiring those benefits. For example, owning a car can provide a number of benefits (depending on the person and the type of car), including flexible transportation, image, status, pleasure, comfort, and even companionship. However, securing these benefits requires paying for the car, gasoline, adding to environmental pollution, and dealing with traffic jams and other frustrations. It is the difference between the total benefits and the total costs that constitutes customer value. Marketing strategy is formulated in terms of the marketing mix. That is, it involves determining the product features, price, communications, distribution, and services that will provide customers with superior value. This entire set of characteristics is often referred to as the total product. The total product is presented to the target market, which is consistently engaged in processing information and making decisions designed to maintain or enhance its lifestyle (individuals and households ) -2- or performance (businesses and other organizations). Marketing Skills Marketing skills would include new product development capabilities, channel strength, advertising abilities, service capabilities, marketing research abilities, market and consumer knowledge, and so forth. A firm must fully understand its own ability to meet customer needs. This involves evaluating all aspects of the firm, including its financial condition, general managerial skills, production capabilities, research and development capabilities, technological sophistication, reputation, and marketing skills. Consumer Behavior The field of consumer behavior is the study of individuals, groups, or organizations and the processes they to select, secure, use, and dispose of products, services, experiences, or ideas to satisfy needs and the impacts that these processes have on the consumer and society. Consumer behavior theory provides the manager with the proper questions to ask. What they think of our products and those of our competitors. What they think of possible improvement on our products. -3- How they use our products. What attitudes they have about our products and our advertising. What they feel about “roles” in the family and society. What their hopes and dreams are for themselves and their families. Consumer behavior is a complex, multidimensional process. It is important to note that all marketing decisions and regulations are based on assumptions about consume behavior. It is impossible to think of a marketing decision for which this is not the case. Market Segmentation Market segment is a portion of a larger market whose needs differ somewhat from the larger market. Since a market segment has unique needs, a firm that develops a total product focused solely on the needs of that segment will be able to meet the segment`s desires better than a firm whose product or service attempts to meet the needs of multiple segments. To be viable ,a segment must be large enough to be served profitably. -4- To some extent, each individual or household has unique needs for most products. The smaller the segment, the closer the total product can be to that segment`s desires. Historically, the smaller the segment, the more it costs go serve the segment. Thus, a tailor-made suit costs more than a mass-produced suit. However, flexible manufacturing and customized media are making it increasingly cost effective to develop products and communications for small segments or even individual consumers. The steps of market segmentation 1. Identifying product-related need sets. 2. Grouping customers with similar need sets. 3. Describing each group. 4. Selecting an attractive segment to serve. The first task of the firm is to identify need sets that the organization is capable (or could become capable )of meeting . Need set is used to reflect the fact that most products in developed economies satisfy more than one need. Thus, an automobile can meet more needs than just basic transportation. Some customers purchase cars to meet transportation and -5- status needs. Other purchase them to meet transportation and fun needs. Still others purchase automobiles to meet status, fun, and transportation needs. The second step is to group consumers with similar need sets. For example, the need for moderately priced, fun, sporty automobiles appears to exist in many young single individuals, young couples with no children, and middle-aged couples whose children have left home. These consumers can be grouped into one segment as far as product features and perhaps even product image are concerned despite sharply different demographics. This step generally involves consumer research: including focus group interviews, surveys, and product concept tests. The third, once consumers with similar need sets are identified, they should be described in terms of their demographics, lifestyles, and media usage. In order to design an effective marketing program, it is necessary to have a complete understanding of the potential customers. Thus, while many young single individuals, young couples with no children, and middle-aged couples whose children have left home may want the same features in an automobile, the media required to reach each -6- group and the appropriate language and themes to use with each group would undoubtedly differ. Finally, Once we sure we have a thorough understanding of each segment, we must select our target market. Target market is that segments of the larger market on which we will focus our marketing effort. This decision is based on our ability to provide the selected segment with superior customer value at a profit. Thus, the size and growth of the segment, the intensity of the current and anticipated competition, the cost of providing the superior value, and so forth are important considerations. Marketing Communication Marketing communication include advertising, the sales force, public relations, packaging, and any other signal that the firm provides about itself and its products. An effective communication strategy requires answers to the following questions: 1. With whom, exactly, do we want to communicate? While most messages are aimed at the target-market members, other are focused on channel members or those who influence the target-market members. -7- Often it is necessary to determine who within the target market should receive the marketing message. For a children`s breakfast cereal, should the communications be aimed at the children or the parents or both? 2. what effect do we want our communication to have on the target audience? Often a manager will state that the purpose of advertising and other marketing communications is to increase sales. While this may be the ultimate objective, the behavioral objective for most marketing communications is often much more immediate. That is, it may seek to have the audience learn something about the product, seek more information about the product, like the product, recommend the product to others, feel good about having bought the product, or a host of other communications effects. 3. What message will achieve the desired effect on our audience? What words, pictures, and symbols should we use to capture attention and produce the desired effect? Marketing messages can range from purely factual statements to pure symbolism. Developing an effective message requires a thorough understanding of the meanings the target audience attaches to words and symbols, as a -8- knowledge of the perception process. 4. What means and media should we use to reach the target audience? Should we use personal sales to provide information? Can we rely on the package to provide needed information? Should we advertise in mass media, use direct mail, or rely on consumers to find us on the Internet? If we advertise in mass media, which media( television, radio, magazines, newspapers) and which specific vehicles (television programs, specific magazines, and so forth) should we use? 5. When should we communicate with the target audience? Should we concentrate our communications near the time that purchases tend to be made or evenly throughout the week, month, or year? Do consumers seek information shortly before purchasing our product? If so, where? Answering these questions requires an knowledge of the decision process used by the target market for this product. Chapter 2 Motivation Personality, and Emotion Rapper: 敲击者,叩门者 Sauza Conmemorativo has built a strong product position: a smooth, -9- somewhat irreverent(不尊敬的) tequila by using a long running humorous campaign with the “Life is harsh(粗糙的), your tequila (龙舌兰酒) shouldn`t be.” tag line. This chapter focuses on three closely related concepts: consumer motivation, personality, and emotion. Consumer motivation is the energizing force that activates(刺激) behavior and provides purpose and direction to that behavior. Personality reflects the common responses that individuals make to a variety of recurring(重复的) situations. Emotions are strong, relatively uncontrollable feelings that affect our behavior. The three concepts are closely interrelated and are frequently difficult to separate. Consumers do not buy products. Instead, they buy motive satisfaction or problem solutions. Thus, a consumer does not buy a tequila (or a chemical compound with certain odoriferous(有气味的) characteristics): He buys “atmosphere and hope and the feeling he is something special.” Managers must discover the motives that their products and brands can satisfy and develop their marketing mixes around these - 10 - motives. As an example, consumers often buy products and services as a gift for themselves, though they may feel some guilt at being self-indulgent(放纵 的). Motivation research has found that people make such purchases for a variety of motives, including rewarding themselves for an accomplishment. Discovering Purchase Motives Suppose a marketing researcher interviewed you and asked why you wear designer jeans (or own a mountain bike, or whatever). Odds are you would offer several reasons such as “They`re in style,” “My friends wear them,” “I like the way they fit,” or “They look good on me.” However, there may be other reasons that you are reluctant to admit or perhaps are not even aware of: “They show that I have money,” “They make me sexually desirable,” or “They show I am still young.” All or any combination of the above motives could influence the purchase of a pair of designer jeans. The first group of motive mentioned above were known to the consumer and admitted to the researcher. Motives that are known and freely admitted are called manifest (证明)motives. Any of the motives - 11 - we have discussed can be manifest. However, motives that conform to a society`s prevailing (主流 的)value system are more likely to be manifest than are those that are in conflict with such values. The second group of motives described above were either unknown to the consumer or were such that the consumer was very reluctant to admit them. Such motives are latent (潜在的)motives. Manifest motives are relatively easy to determine. Direct questions (Why did you buy a Cadillac?) will generally produce reasonably accurate assessments of manifest motives. Determining latent motives is substantially more complex. Sophisticated analytical techniques such as multidimensional scaling can sometimes provide insights into latent motives. Marketing Strategies Based on Multiple Motives Once a manager has isolated the combinations of motives influencing the target market, the next task is to design the marketing strategy around the appropriate set of motives. This task involves everything from product design to marketing communications. The nature of these decisions is most - 12 - apparent in the communication area. First, to the extent that more than one motive is important, the product must provide more than one benefits. Communicating manifest benefits is relatively easy. For example, an advertisement for Cadillac states, “From the triple-sanded finish (once with water and twice with oil) to that superbly refined Cadillac ride, the quality comes standard on Cadillac.” This is a direct appeal to a manifest motive for product quality. Direct appeals are generally effective for manifest motives, since these are motives that consumer are aware of and will discuss. However, since latent motives often are less than completely socially desirable, indirect appeals frequently are used. The bulk of the copy of the Cadillac ad referred to above focused on the quality of the product. However, the artwork (about 60 percent of ad) showed the car being driven by an apparently wealthy individual in front of a luxurious club. Marketing Strategies Based on Motivation Conflict With the many motives we have and the many situations in which these motives are activated, there are frequent conflicts between motives. The resolution of a motivational conflict often affects consumption patterns. In many instances, the marketer can analyze situations that are likely to - 13 - result in a motivational conflict, provide a solution to the motivational conflict. There are three types of motivational conflict of importance to marketing managers: approach-approach conflict, approach-avoidance conflict, and avoidance-avoidance conflict. Approach-Approach Motivational Conflict A consumer who must choose between two attractive alternatives faces approach-approach conflict. The more equal this attraction, the greater the conflict. This conflict could be resolved by a timely advertisement designed to encourage one or the other action. Or, a price modification(修正), such as “fly now, pay later,” could result in a resolution whereby both alternatives are selected. Approach-Avoidance Motivational Conflict A consumer facing a purchase choice with both positive and negative consequences confronts approach-avoidance conflict. A consumer who is concerned about gaining(开凿) weight yet likes snack(小吃) foods faces this type of problem. The consumer wants the taste and emotional satisfaction associated with the snacks but does not want to gain weight (avoidance). - 14 - Avoidance-Avoidance Motivational Conflict A choice involving only undesirable outcomes produces avoidance-avoidance conflict. When a consumer`s old washing machine fails, this conflict may occur. The person may not want to spend money on a new washing machine, or pay to have the old one repaired, or go without one. Advertisements stressing the importance of regular maintenance for cars, such as oil filter changes, also use this type of motive conflict: “pay me now, or pay me (more) later.” Do Marketers Create Needs? Marketers are often accused of creating a need for a product that would not exist except for marketing activities, particularly advertising. Mouthwash, deodorant, and jet skis are used as examples of products for which there would be no need had not advertising created one. Do marketers create needs? The answer depends on what is meant by the term need. Of need is used to refer to a basic motive such as those described earlier in this chapter, it is clear that marketers seldom of ever create a need. Human motives are basically determined by human genetics and the general experiences all humans encounter as they mature(成熟). - 15 - An analysis of literature and myths across cultures and centuries reveals a remarkably consistent set of human motives. Long before marketing or advertising appeared, individuals used perfumes, clothing, and other items to gain acceptance, display status, and so forth. Marketing and advertising are not the cause of these basic human motives. However, marketers do create demand. Demand is the willingness to buy a particular product or service. It is caused by a need or motive, but it is not the motive. For example, advertising has helped create a demand for mouthwash. One way some firms did this was to indicate that without mouthwash, one would have bad breathe, and if you had bad breathe, people would not like you. This massage ties mouthwash to the need for affiliation or belongingness. It does not create the need for affiliation but using a certain brand of mouthwash is essential for satisfying this need. In so doing, the marketer hopes to create demand for the brand. Personality While motivations are the energizing and directing force that makes - 16 - consumer behavior purposeful and goal directed, the personality of the consumer guides and directs the behavior chosen to accomplish goals in different situations. Personality is an individual`s characteristic response tendencies across similar situations. We can easily (though perhaps not always accurately) describe our own personality or the personality of a friend. For example, you might say that one of your friends is “fairly aggressive(好斗的), very opinionated(武断 的), competitive, outgoing, and witty(机智的).” What you have described are the behaviors your friend has exhibited over time across a variety of situations. These characteristic ways of responding to a wide range of situations should, of course, also include responses to marketing strategies. Personality theories can be categorized as being either individual theories or social leaning theories. Understanding these two general approaches to personality will provide an appreciation of the potential uses of personality in marketing decisions. Individual Personality Theories. All individual personality theories have two common assumptions: (1) that all individuals have internal characteristics or traits(特征) and - 17 - (2) that there are consistent and measurable differences between individuals on those characteristics. The external environment (situation) is not considered in these theories. Most of these theories state that the traits or characteristics are formed at a very age and are relatively unchanging over the years. Differences between individual theories center around the definition of which traits or characteristics are the most important. Social Leaning Theories Social leaning theories emphasize the environment as the important determinant of behavior. Hence, there is a focus on external versus internal facts. Also, there is little concern with variation between individuals in terms of individual traits. Systematic differences in situations, in stimuli, or in social settings are the major interest of social theorists — — not differences on traits, needs, or other properties of individuals. Rather than classifying individuals, the social theorists classify situations. Social learning theories deal with how people learn to respond to the environment and the patterns of responses they learn. As situations change, individuals change their reactions. In the extreme case, every interpersonal interaction may be viewed as a different situation, with the result being a - 18 - different response pattern. Some people may can be accurate because individuals express different aspects of their personalities to different people. A Combined Approach Individual theorists see behavior as largely determined by internal characteristics common to all persons but existing on differing amounts within individuals. Social theories claim just the opposite——situations that people face are the determinants of behavior and different behaviors among people are the result of differing situations. We take the position that behavior is a result of both individual traits or characteristics and situations that people face. While research seems indicate that individual traits are not good predictors of behavior, our basic intuitions(直觉)disagree and we look for and expect to see some basic stability in individual behavior across situations. For example, a person who is assertive (自信的)will probably tend to exhibit assertive behaviors in a variety of situations. Certainly some situations would result in less assertive behavior than others, but it seems reasonable to assume that the assertive person will generally act on a more - 19 - assertive way than a shy person would in the same situation. Thus, the situation modifies(修正) the general trait and together they affect behavior. The Use of Personality In Marketing Practice While we each have a variety of personality traits and become involved in many situations that activate different aspects of our personality, some of these traits or characteristics are more desirable than others and some may be even be undesirable. That is, in some situations we may be shy when we wish we were bold(大胆的), or timid(胆小的) when we would kike to be assertive. Thus, we can all find some areas of our personality that need bolstering or improvement. Many consumer products acquire a brand personality. One brand of perfume may project youth, sensuality, and adventure, while another perfume may be viewed as modest, conservative, and aristocratic. In this example, each perfume has a distinct(明显的) personality and is likely to be purchased by a different type of consumer or for a different situation. Consumers will tend to purchase the product with the personality that most closely matches their own or that strengthens an area in which the consumer feels week. - 20 - Marketers are paying increasing attention to brand personalities. For example, Chrysler began trying to establish unique personalities for each of its car brands with the 1997 models. Brand Personalities: Consumers readily assign human characteristics to brands even if the brands are not managed or the characteristics are not wanted by the marketers. Brand personalities create expectations about key characteristics, performance and benefits, and related services. Brand personalities are often the basis for a long-term relationship with the brand. The difference in the personality consumers assign to these brands is obvious. What type of target market will each appeal to? An important point from this research is that brands acquire personalities whether marketers want them to or not. These personalities influence purchases. Therefore, marketers need to manage the personalities of their brands. Emotion - 21 - Earlier, we defined emotion as strong, relatively uncontrolled feelings that affect our behavior. All of us experience a wide array of emotions. Think for a moment about a recent emotional experience. What characterized this experience? All emotional experiences tend to have several elements in common. Emotions are generally triggered by environmental events. Anger, joy, and sadness are most frequently a response to a set of external events. However, we can also initiate emotional reactions by internal process such as imagery. Athletes frequently use imagery to “psych” themselves into a desired emotional state. Emotions are accompanied by physiological changes. Some characteristic changes are (1) eye pupil dilation, (2) increased perspiration, (3) more rapid breathing, (4) increased heart rate and blood pressure, and (5)enhanced blood sugar level. Another characteristic feature of an emotional experience is cognitive thought. Emotions generally , though not necessarily, are accompanied by thinking. The types of thoughts and our ability to think “rationally” vary with the type and degree of emotion. Extreme emotional responses are frequently used as an explanation for inappropriate thoughts or actions: “I - 22 - was so mad I could`t think straight.” Emotions also have associated behavior. While the behaviors very across individuals and within individuals across time and situations, there are unique behaviors characteristically associated with different emotions: fear triggers(引发) fleeing response, anger triggers striking out, grief(忧 伤的) triggers crying, and so forth. Finally, emotions involve subjective(主观的) feelings. In fact, it is the feeling component we generally refer to when we think of emotions. Grief, joy, anger, jealously, and fear feel very different to us. These subjectively determined feelings are the essence (基本的)of emotion. Emotions and Marketing Strategy Marketing strategies focused on emotion arousal(激励) as a product benefit, emotion reduction as a product benefit, and emotion arousal in the context of adverting. Emotion Arousal as Product Benefit Emotions are characterized by positive or negative evaluations. Consumers actively seek products whose primary or secondary benefit is emotion arousal. While positive emotions are sought the majority of the time, this is not always the case. (“The movie was so sad. I cried and cried. - 23 - I loved it. You should see it.” ) Emotion Reduction as a Product Benefit Few of us like to feel sad, powerless, humiliate, or disgusted. Responding this, marketers design or position many products to prevent or reduce the arousal of unpleasant emotions. Emotion in Advertising Emotion arousal is often used in advertising even when emotion arousal or reduction is not a product benefit. Emotional content in advertisements enhances their attention attraction and maintenance capabilities. Advertising messages that trigger the emotional reactions of joy, warmth, or even disgust are more likely to be attended to than are more neutral ads. Emotions are characterized by a state of heightened physiological arousal. Individuals become more alert and active when aroused. Given this enhanced level of arousal, emotional messages may be processed more thoroughly than neutral messages. More effort and increased elaboration activities may occur in response to the emotional state. Emotional advertisements that trigger a positively evaluated emotion enhance liking of the ad itself. For example, “warmth” is a positively - 24 - valued emotion that is triggered by experiencing directly or vicariously a love, family, or friendship. Ads high in warmth, such as the McDonald`s ad showing father-daughter and father-son relationships, trigger the psychological changes. Chapter 3 Attitudes and Influence Attitudes An attitude is an enduring organization of motivational, emotional, perceptual, and cognitive processes with respect to some aspect of our environment. It is “a learned predisposition to respond on a consistently favorable or unfavorable manner with respect to a given object.” Thus, an attitude is the way we think, feel, and act toward some aspect of our environment such as a retail store, television program, or product. Attitudes serve four key functions for individuals: Knowledge function Some attitudes serve primarily as a means of organizing beliefs about objects or activities such as brands and shopping. These attitudes may be accurate or inaccurate with respect to “objective” reality, but the attitude will often determine subsequent behaviors rather than “reality”. For example, a consumer`s attitude toward cola drinks may be “they - 25 - will taste the same.” This consumer would be likely to purchase the least expensive or most convenient brand. This would be true even if, in a taste test, the consumer could tell the brands apart and would prefer one over the others. Value-expressive function Other attitudes are formed and serve to express an individual`s central values and self-concept. Thus, consumers who value mature and the environment are likely to develop attitudes about products and activities that are consistent with that value. These consumers are likely to express support for environment protection initiatives, to recycle, and to purchase and use “green” products. Utilitarian(功利,实用) function This function is based on operant conditioning. We tend to form favorable attitudes toward objects and activities that are rewarding and negative attitudes toward those that are not. Marketers frequently promise rewards in advertising and conduct extensive product testing to be sure the products are indeed rewarding. Ego-defensive function Attitudes are often formed and used to defend our egos and images - 26 - against threats and shortcomings. Products promoted as very macho (男子 气 的 )may be viewed favorably by men who are insecure in their masculinity. Or, individuals who feel threatened in social situations may form favorable attitudes toward products and brands that promise success or at least safety in such situations. These individuals would be likely to have favorable attitudes toward popular brands and styles of clothes and to use personal care products such as deodorants(除臭剂), dandruff (去屑) shampoo, and mouthwash. Any given attitude can perform multiple functions, though one may predominate. Marketers need to be aware of the function that attitudes relevant to the purchase and use of their brands fulfill or could fulfill for their target markets. ATTITUDE COMPONENTS Cognitive component The cognitive component consists of a consumer`s beliefs about an object. For most attitude objects, we have a number of beliefs. For example, we may believe that Diet Coke: Has almost no calories Contains caffeine - 27 - Is competitively priced Is made by a large company The total configuration of beliefs about this brand of soda represents the cognitive component of an attitude toward Diet Coke. It is important to keep in mind that beliefs need not be correct or true; they only need to exist. Many beliefs about attributes(属性) are evaluative in nature. That is, high gas mileage, attractive styling, and reliable performance are generally viewed as positive beliefs. The more positive beliefs that are associated with a brand and the more positive each belief is, the more favorable the overall cognitive component is presumed to be. And since all of the components of an attitude are generally consistent, the more favorable the overall attitude is. A popular way of measuring importance weights is with a 100-point constant-sumscale. For example, the importance weights shown below express the relative importance of the four soft-drink attitudes such that the total adds up to 100 points. Attribute Importance Price 10 - 28 - Taste 30 Status 20 Calories 40 100 points In this case, calories are considered the most important attribute, with taste slightly less important. Price is given little importance. An attitude index is a relative measure, so in order to fully evaluate it, we must compare it to the segment`s attitudes toward competing products or brands. However, if Diet Coke were perceived ad their ideal soft drink, then all their beliefs and ideals would be equal and an attitude index of zero would be computed. Thus, the closer an attitude index calculated in this manner is to zero, the better. Affective component of the Attitude Our feeling or emotional reactions to an object represent the affective component of an attitude. A consumer who states, “I like Diet Coke,” or “Diet Coke is a terrible soda,” is expressing the results of an emotional or affective evaluation of the product. This overall evaluation may be simply a vague, general feeling developed without cognitive information or beliefs about the product. Or, it may be the result of several evaluations of the - 29 - product`s performance on each of several attributes. Due to unique motivations and personalities, past experience, reference groups, and physical conditions, individuals may evaluate the same belief differently. Some individuals may have a positive feeling toward the belief that “Diet Coke is made by a large multinational firm,” while other could respond with a negative reaction. Despite individual variations, most individuals within a given culture react in a similar manner to beliefs that are closely associated with cultural values. For example, beliefs and feelings about a restaurant with respect to cleanliness are likely to be very similar among individuals in the most country, since this value is important in our culture. Behavioral Component of the Attitude The behavioral component of an attitude is one`s tendency to respond in a certain manner toward an object or activity. A series of decisions to purchase or not purchase a soft drinking, such as Coco-cola, or recommend it or other brands to friends would reflect the behavioral component of an attitude. Since behavior is generally directed toward an entire object, it is less likely to be attribute specific than are either beliefs or affect. However, this - 30 - is not always the case, particularly with respect to retail outlets. As marketing managers, we are ultimately concerned with influencing behavior. However, it is often difficult to influence behavior directly. That is, we generally are unable to directly cause consumers to buy, use, or recommend our products. However, consumers will often listen to our sales personnel, attend to our advertisements, or examine our packages. We can, therefore, indirectly influence behavior by providing information, music, or other stimuli that influence a belief or feeling about the product if the three components are indeed consistent with each other. Measurement of Attitude Components Cognitive Component (Measuring Beliefs about specific Attributes Using the Semantic Differential Scale) Coco-cola Strong taste — — — — — — — — Mild taste — — — — — — — — High priced Caffeine free — — — — — — — — High in caffeine Distinctive in taste— — — — — — Low Priced —Similar in taste to most Affective Component (Measuring Feelings about specific Attributes or the Overall brand Using Liker Scale) Neither - 31 - Agree Strongly nor strongly Agree Agree Disagree Disagree Disagree I like the taste of Coco-cola. — — — — — Coco-cola is overpriced — — — — — Caffeine is bad for your health — — — — — I like Coco-cola — — — — — Behavior Component (Measuring Actions or intended Actions ) The last soft drink I consumed was a I usually drink . soft drinks. What is the likelihood you will buy Coco-cola the next time you purchase a soft drink? Definitely will buy Probably will buy Might buy Probably will not buy Definitely will not buy Attitude Change Strategies The attitude change induced by manipulating the marketing mix for Marlboro as described in the opening vignette, is a classic in marketing history. As this example illustrates, managers can form and change attitudes toward products and brands. It also raise ethical questions concerning how firms use this knowledge. - 32 - Change the Affective Component It is increasingly common for a firm to attempt to influence consumers` liking of their brand without directly influencing either beliefs or behavior. If the firm is successful, increased liking will tend to lead to increased positive beliefs, which could lead to purchase behavior should a need for the product category arise. Or, perhaps more commonly, increased liking will lead to a tendency to purchase the brand should a need arise, with purchase and use leading to increased positive beliefs. Marketers use three basic approaches to directly increase affect: classical conditioning, affect toward the ad itself, and “mere exposure.”(仅仅是暴光) Classical Conditioning One way of directly influencing the affective component is through classical conditioning. A stimulus (刺激) the audience likes, such as music, is consistently paired with the brand name. over time, some of the positive affect associated with the music will transfer to the brand. Other “liked” stimuli, such as picture, are frequently used for this reason. Affect toward the Ad As we discussed, liking the advertisement increases the tendency to like the product. Positive affect toward the ad may increase liking of the - 33 - brand through classical conditioning, or emotional appeals increases affect toward the ad. More Exposure While controversial(争议), there is evidence that affect may also be increased by mere exposure. That is, simply presenting a brand to an individual on a large number of occasions might make the individual`s attitude toward the brand more positive. Thus, the repetition of advertisements for low-involvement products may well increase liking and subsequent purchase of the advertised brands without altering the initial belief structure. Classical conditioning, affect toward the ad itself, and mere exposure can alter affect directly and, by altering affect, indirectly alter purchase behavior without first changing beliefs. This has a number of important implications: Ads designed to alter affect need not contain any cognitive (factual or attribute) information. Classical conditioning principles should guide such campaigns. Attitudes toward the ad itself are critical for this type of campaign (unless mere exposure is being used). - 34 - Repletion is critical for affect-based campaigns. Traditional measures of advertising effectiveness focus the cognitive component and are inappropriate for affect-based campaigns. Change the Behavior Component Behavior, specifically purchase or consumption behavior, may precede the development of cognition and affect. Or, it may occur in contrast to the cognitive and affective components. For example, a consumer may dislike the taste of cola soft drinks and believe that artificial sweeteners are unhealthy. However, rather than appear rude, the same consumer may accept a cola drink when offered one by a friend. Drinking the beverage 饮料 may alter her perceptions of its taste and lead to liking; this in turn may lead to increased learning, which changes the cognitive component. Evidence suggests that attitudes for- med as a consequence of product trial (试验)are strongly held. Behavior can lead directly to affect, to cognitive , or to both simultaneously. Consumers frequently try new brands or types of low-cost items in the absence of prior knowledge or affect. Such purchase are as much for information (Will I like this brand?) as for satisfaction of some underlying need such as hunger. - 35 - Changing behavior prior to changing affect or cognition is based primarily on operant conditioning. Thus, the key marketing task is to induce people to purchase or consume the product while ensuring that the purchase and consumption will indeed be rewarding. Coupons, free samples, point-of –purchase displays, tie-in purchase, and price reductions are common techniques for inducing trial behavior. Chapter 4 Self-Concept and Lifestyle In this chapter, we will discuss the meaning of lifestyle and the role it plays in developing marketing strategies. Lifestyle is , in many ways, an outward expression of one`s self-concept. That is, the way an individual chooses to live, given the constraints of income and ability, is heavily influenced by that person`s current and desired self-concept. Therefore, we begin the chapter with an analysis of the self-concept. Self-concept is defined as the totality of the individual`s thoughts and feelings having reference to him-or herself as an object. It is our perception of ourselves and our feelings toward ourselves. In other words, your self-concept is composed of the attitudes you hold toward yourself. - 36 - The self-concept can be divided into four basic parts: actual versus ideal, and private versus social. The actual/ideal distinction refers to your perception of who I am now and who I would like to be. The private self refers to how I am or would like to be to myself, while the social self is how I am seen by others or how I would like to be seen by others. One company discovered eight lifestyles of relevance(适当的) to media usage. Three are briefly described below. How would you advertise Internet services or direct digital television to each? Dimensions(尺度) of a Consumer`s Self- Concept Dimensions of Self-Concept Private Self. Social Self. Actual Self-Concept How I actually see myself. How others actually see me. Idea Self-Concept How I would like to see myself How I would like others to see me. Using Self-Concept to Position Products Attempts to obtain ideal self-concept (or maintain our actual self-concept) often involve the purchase and consumption of products, services, and media. The role of the self-concept is explained by the following logical sequence: An individual has a self-concept. The self-concept is formed through - 37 - interaction with parents, peers,亲人 teachers, and significant others. One`s self-concept is of value to the individual. Because the self-concept is valued, individuals strive to maintain or enhance their self-concept. Certain products as symbols serve symbols and communicate social meaning about those who own or use such products. The use of products as symbols communicates meaning to one self and to others, causing an impact on the individual`s private and social self-concepts. As a result, individuals often purchase or consumer products, services, and media to maintain or enhance a desired self-concept. This suggests that marketers should strive to develop product images that are consistent with the self-concepts of their target markets. While everyone`s self-concept is unique, there is also significant overlap across individuals. For example, many consumers see themselves as environmentalists. Companies and products that create an image as being concerned about or good for the environment are likely to be supported by these consumers. It has been shown that consumers prefer brands that are similar to - 38 - their self-concepts, the degree to which they would be attracted to such a brand varies with the symbolism and conspicuousness 显著 of that product class. Furthermore, the interaction between self-concept and product image is situation specific. That is, the situation may heighten of lesson the degree to which a product or store would enhance an individual`s self-concept. Possessions and the Extended Self Some products acquire substantial 坚固的 meaning to us or are used to signal particularly important aspects of ourselves to others. Some theories called the extended self to explain this. The extended self consists of the self plus possessions. That is, we tend to define ourselves in part by our possessions. Thus, some possessions are not just a manifestation of our self-concept, they are an integral part of our self-identity. We are, to some extent, what we possess. If we lost key possessions, we would be somewhat different individuals. While these key possessions might be major items such as one`s home or automobile, they are equally likely to be smaller items with unique meaning such an old baseball glove, a photograph, or a pet. A scale has been developed to measure the extent to which an item has been - 39 - incorporated into the extended self. My helps me achieve the identity I want to have.(PhD, Doctor of Philosophy) My helps me narrow the gap between what I am and what I try to be. (car) My is the central to my identity. (work or life) My is part of who I am. (daughter) Understanding the role that various products play in the extended self of groups of individuals is a key fully understanding the group. It also allows marketers to develop and position products that will reinforce and enhance the identities of their consumers. Marketing Ethics and the Self-Concept The self-concept contains many dimensions. Marketers have been criticized for focusing too much attention on the importance of being beautiful, with beautiful being defined as young and slim with a fairly narrow range of facial features. While virtually all societies appear to define and desire beauty, the intense exposure to products and advertisements focused on beauty in America and some other countries are unique. - 40 - There is a young woman said: I never felt that I looked right. The styles that I always want to wear, I always feel like I look fat. I always have to wear like a long skirt or sweater or at least baggy pants and a tight shirt. Like I can see outfits that I`d love to wear, but I know that I could never wear them. I probably could wear them and get away with it, but I`d be so self-conscious walking around that I`d be like, “oh, my God.” Like I always try to look thinner and I guess everybody does. The ethic question is complex. No one ad or company has this type of impact. It is the cumulative 累积的 impact of many ads across many companies reinforced by the content of the mass media that presumably causes some to be overly focused on their physical beauty. And, as stated earlier, concern with beauty existed long before advertising. The Nature of Lifestyle As the figure indicates, our lifestyle is basically how we live. It is determined by our past experiences, innate 先天的 characteristics, and current situation. It influences all aspects of our consumption behavior,. One`s lifestyle is a function of inherent individual characteristics that have been shaped and formed through social interaction as one moves through - 41 - the life cycle. Thus, life style is influenced by the factors discussed in the previous chapters——culture, values, demographics, subculture, social class, reference groups, family, motives, emotions, and personality. It is how we enact our self-concept. Individuals and households both have lifestyles. While household lifestyles are in part determined by the individual lifestyles of the household members, the reverse 反面 is also true. Our desired lifestyle influences our needs and desires and thus our purchase and use behavior. It determines many of our consumption decisions which, in turn, reinforce or alter our lifestyle. Lifestyle analysis can be used by marketers with respect to specific areas of consumers` lives, such as outdoor recreation 消遣. Many firms have conducted lifestyle studies focused on those aspects of individual or household lifestyles of most relevance to their product or service. A second approach is to study the general lifestyle patterns of a population. This approach is also widely used in practice. Consumers are seldom explicitly aware of the role lifestyle plays in their purchase decisions. For example, few consumers would think, “I`ll have a Lining to maintain my lifestyle. ” However, individuals pursuing an - 42 - active, social lifestyle might purchase Lining in part because of its convenience and the presence of others at China. Thus, lifestyle frequently provides the basic motivation and guidelines for purchases although it generally does so in an indirect, subtle 精细的 manner. Measurement of Lifestyle Attempts to develop quantitative measures of lifestyle were initially referred to as psychographics. In fact, psychographics and lifestyle are frequently used interchangeably. Psychographic research attempts to place consumers on psychological——as opposed to purely demographic 人口统 计学——dimensions. The initial measurement instrument was an AIO (activities, interests, and opinions) inventory. These inventories consist of a large number of statements (often as many as 300) with large numbers of respondents express degrees of agreement or disagreement. While it is a useful addition to demographic data, marketers found the original AIO inventories too narrow. Now, psychographics or lifestyle studies typically include the following: Attitude: evaluative, statements about other people, places, ideas, products, and so forth. Values: widely held beliefs about what is acceptable and /or desirable. - 43 - Activities and interests: non-occupational behaviors to which consumers devote time and effort, such as hobbies, sports, public service, and church. Demographics: age, education, income, occupation, family structure, ethnic(种族的) background, gender, and geographic location. Media patterns: which specific media the consumers utilize. Usage rates: measurements of consumption within a specified product category. Often consumers are categorized as heavy, medium, light, or nonusers. A large number of individuals, often 500 or more, provide the above information. Statistical techniques are used to place them into groups. Most studies use the first two or three dimensions described above to group individuals. The other dimensions are used to provide fuller descriptions of each group. Other studies include demographics as part of the grouping process. Lifestyle measurements can be constructed with varying degrees of specificity. At one extreme are very general measurements dealing with general ways of living. Lifestyle Analysis of the British Cosmetics Market - 44 - Cosmetic Lifestyle Segments 1. Self-aware: concerned about appearance, fashion, and exercise. 2. Fashion-direct: concerned about fashion and appearance, not about exercise and sport. 3. Green goddesses: concerned about sport and fitness, less about appearance. 4. Unconcerned: neutral attitudes to health and appearance. 5. Conscience-stricken 内疚的: no time for self-realization, busy with family responsibilities. 6. Dowdies(邋里邋遢的女人 ): indifferent to fashion, cool on exercise, and dress for comfort. The VALS LIFESTYLES By far the most popular application of lifestyle and psychographic research by marketing managers is SRI international`s Value and Lifestyle (VALS) program. Introduced in 1978, VALS provided a systematic classification of American adults into nine distinct value and lifestyle patterns. Despite widespread use, many managers found it difficult to use. For the reasons, SRI① introduced a new system called VALS2 in 1989. VALS2 has more of a psychological base than the original, which was more activity and interest based. The psychological base attempts to tap ① SRI International is an independent, nonprofit research institute conducting client-sponsored research and development for government agencies, commercial businesses, foundations, and other organizations. SRI also brings its innovations to the marketplace by licensing its intellectual property and creating new ventures. - 45 - relatively enduring attitudes and values. It is measured by 42 statements with which respondents state a degree of agreement or disagreement. The follow are some examples: I am often interested in theories. I often crave excitement. I liked most of the subjects I studied in school. I like working with carpentry and mechanical tools. I must admit that I like to show off. I have little desire to see the world I like being in charge of a group I hate getting grease and oil on my hands The questions are designed to classify respondents according to their self-orientation, which serves as one of VALS2`s two dimensions. SRI has identified three primary self-orientations. Principle oriented. These individuals are guided in their choices by their beliefs and principles rather than feelings, events, or desire for approval. Status-oriented. These individuals are heavily influenced by the actions, approval, and opinions of others. - 46 - Actions-oriented. These individuals desire social or physical activity, variety, and risk taking. These three orientations determine the types of goals and behaviors that individuals will pursue. The VALS Segments Actualizers Actualizers are successful, sophisticated, active, “take-charge” people with high self-esteem and abundant resources. They are interested in growth and seek to develop, explore, and express themselves in a variety of ways, sometimes guided by principle and sometimes by a desire to have an effect, to make a change. Image is important to actualizers, not as evidence of status or power but as an expression of their taste, independence, and character. Actualizers are among the established and emerging leaders in business and government, yet they continue to seek challenges. They have a wide range of interests, are concerned with social issues, and are open to change. Their possessions and recreation reflect a cultivated taste for the finer things in life. - 47 - Fulfilleds and Believers: Principle Oriented Principle-oriented consumers seek to make their behavior consistent with their views of how the world is or should is. Fufilleds are mature, satisfied, comfortable, reflective, people who value order, knowledge, and responsibility. Most are well educated, and in professional occupations. They are well-informed about world and national events and are alert to opportunities to broaden their knowledge. Content with their careers, families, and station in life, their leisure activities tend to center around the home. Believers are conservative, conventional people with concrete beliefs based on traditional, established codes: family, church, community, and the nation. Many Believers express moral codes that are deeply rooted and literally interpreted. They follow established routines, organized in large part around their homes, families, and the social or religious organizations to which they belong. Achievers and strivers: Status Oriented Status-oriented consumers have or seek a secure place in a valued social setting. They make choices to enhance their position or to facilitate their move to another, more desirable group. Strivers look to others to - 48 - indicate what they should be and do, whereas Achievers, more resourceful and active, seek recognition and self-definition through achievements at work and in their families. Experiencers and Makers: Action Oriented Action-oriented consumers like to affect their environment in tangible ways. Makers do so primarily at home and with constructive activity, Expriencers in the wider world through adventure and vivid experiences. Expriencers are young, vital, enthusiastic, impulsive, and rebellious. They seek variety and excitement, savoring the new, the offbeat, and the risky. Still in the process of formulating life values and patterns of behavior, they quickly become enthusiastic about new possibilities but are equally quick to cool. At this stage of their lives, they are politically uncommitted, uninformed, and highly ambivalent about what they believe. Experiencers combine an abstract disdain for conformity with an outsider`s awe of others` wealth, prestige, and power. Their energy finds an outlet in exercise, sports, out-door recreation, and social activities. Expriencers are avid consumers and spend much of their income on clothing, fast food, music, movies, and video. Makers are practical people who have constructive skills and value - 49 - self-sufficiency. They live within a traditional context of family, practical work, and physical recreation and have little interest in that lies outside that context. Makers experience the world by working on it, building a house, raising children, fixing a car, or canning vegetables, and have sufficient skill, income, and energy to carry out their projects successfully. Makers are politically conservative suspicious of new ideas, respectful of government authority and organized labor, but resentful of government intrusion on individual rights. They are unimpressed by material possessions other than those with a practical or functional purpose. Strugglers Strugglers` lives are constricted. Chronically poor, ill-educated, low-skilled, without strong social bonds, elderly and concerned about their health, they are often resigned and passive. Because they must struggle to meet the urgent needs of the present moment, they do not show a strong self-orientation. Their chief concerns are for security and safety. Strugglers are cautious consumers. They represent a very modest market for most products and services, and they are loyal to favorite brands. - 50 - Chapter 5 Consumer Decision Process As we know, the purchase decision and consumption process always occur in the context of 上下文的 a specific situation. Therefore, before examining the decision process, we must first develop an understanding of situations. Types of Situations The consumption process occurs within four broad categories of situations: the communications situation, the purchase situation, the usage situation, and the disposition(部署) situation. The communication situation The situation in which consumers receive information has an impact on their behavior. Whether we are alone or in a group, in a good mood or bad, in a hurry or not influences the degree to which we see and listen to marketing communications. Is it better to advertise on a happy or sad television program? A calm or an exciting program? These are some of the questions managers must answer with respect to the communications situation. If we are interested in the product and are in a receptive communications situation, a marketer is able to deliver an effective - 51 - message to us. However, finding high-interest potential (潜在的)buyers in receptive communications situations is a difficult challenge. For example, consider the difficulty a marketer would have in communicating to you in the following communications situations: Your favorite team just lost the most important game of the year. Final exams begin tomorrow. Your roommates only watch news programs. You have the flu.流感 You are driving home on a cold night, and your car heater doesn`t work. The Purchase situation Situations can also affect product selection in a purchase situation. Mothers shopping with children are more apt(易于) to be influenced by the product preferences of their children than when shopping without them. A shortage of time, such as trying to make a purchase between classes, can affect the store chosen, the number of brands considered, and the price you are willing to pay. Marketers must understand how purchase situations influence consumers in order to develop marketing strategies that enhance the - 52 - purchase of their products. For example, how would you alter your decision to purchase a beverage 饮料 in the following purchase situation? You are in a very bad mood. A good friend says “That stuff 原料 is bad for you!” You have an upset 混乱 stomach. There is a long line at his checkout counter as you enter the store. You are with someone you want to impress. The Usage Situation A consumer may use a different brand of wine to serve dinner guests than for personal use in a nonsocial situation. A family may choose a different vacation depending on who is going. Marketers need to understand the usage situations for which their products are, or may become, appropriate. Based on this knowledge, marketers can communicate how their products can create consumer satisfaction in each relevant usage situation. The Disposition Situation Consumers must frequently dispose of products and /or product packages after or before product use. - 53 - Some consumers consider ease disposition of an important product attribute. These consumers may only purchase items that can be easily recycled. Often disposition of an existing product must occur before or simultaneously 同时的 with the acquisition 获得 of the new product. For example, most consumers must remove their existing bed before using a new one. Marketers need to understand how situational influences affect disposition decisions in order to develop more effective and ethical products and marketing programs. Government and environmental organizations need the same knowledge in order to encourage socially responsible disposition decisions. How would your disposition decision differ in these situations? You have finished a soft drink in a can at a mall. There is a trash can nearby, but there is no sign of a recycling container. You have finished reading the newspaper after class, and you note that you are running late for a basketball game. You and two friends have finished soft drinks. Both your friends toss 投掷 the recyclable cans into a nearby garbage container. A local charity will accept old refrigerators if they are delivered to the charity. Your garbage service will haul one to the dump for $5. you just - 54 - bought a new refrigerator. You don`t (do) know anyone with a pickup or van. The Nature of Situational Influence We define situational influence as all those factors particular to a time and place of observation that do not follow from a knowledge of personal( intra-individual) and stimulus ( choice alternative) attributes and that have a demonstrable 可论证的 and systematic effect on current behavior. A situation is a set of factors outside of and removed from the individual consumer as well as removed from the characteristics of the primary stimulus object to which the consumer is reacting. Consumers do not respond to stimuli such as advertisements and products presented by marketers in isolation. Instead, they respond to marketing influences and the situation simultaneously. To integrate the influence of situation into marketing strategy, we must first give careful attention to the degree that the situation interacts with a given product and a given set of target consumers. Then we must evaluate the situation more systematically in terms of when it occurs, the strength of its influence, and the nature of its influence on behavior. For example, time - 55 - spent dong leisure activities is influenced by physical surroundings, social influences, and a person`s mood. To be effective in marketing a particular leisure activity, a marketer must understand how and when these situation influences will impact a consumer`s decision to spend time on that activity. Situational classification A number of different approach to classifying situations have been proposed. The most widely accepted scheme includes five types of situational influences: physical surroundings, social surroundings, time perspectives, task objectives, and antecedent states(前人评述). Physical Surroundings Physical surroundings include decor, 装 饰 sounds, aromas, 气 味 lighting, weather, and visible configurations of merchandise 货物 or other material surrounding the stimulus object. Physical surroundings are a widely recognized type of situational influence. For example, store interiors 内部 are often designed to create specific feelings in shoppers that can have an important cueing 提示 or reinforcing effect on purchase. A retail clothing store specializing in extremely stylish, modern clothing would want to reflect this to customers in the physical characteristics of the purchase situation. The fixtures, furnishings, and colors should all reflect - 56 - an overall mood of style, flair,本领 and newness. In addition, the store personnel should appear to carry this theme in terms of their own appearance and apparel. Evidence indicates that customers are more satisfied with services acquired in an organized. Professional-appearing environment than with those acquired in a disorganized environment. Colors The color red is effective at attracting consumers` attention and interest. However, while physically arousing, red also perceived as tense and negative. Softer colors such as blue are less attention-attracting and arousing. They are perceived as calm, cool, and positive. Which color would be best for store interiors? Researchers indicates that blue is superior to red in terms of generating positive outcomes for both the retailer and the consumer( satisfaction). Aromas 芳香 While research is just beginning, there is increasing evidence that odors 气味 can have positive effects on consumer shopping behaviors. One study found that a scented 有香味的 environment produced a greater intent to revisit the store, higher purchase intention for some items, and a reduced - 57 - sense of time spent shopping. Another study found that a floral-scented 植 物香味的 environment increased sales of Nike shoes. Music A study of the impact of music in a supermarket environment found that the tempo 节拍 of the music (fast or slow) did not affect purchasing behavior. However, the match between the music being played and the customer`s music preference did. Because of the impact that music can have on shopping behavior, firms now exist to develop music programs to meet the unique needs of specific retailers. This music is not like the stereotype of “elevator” or background music such as that generally supplied by Muzak. Background music is designed to mask general noises and to go unnoticed. The music becomes part of the shopping experience. Marketing Strategy and Physical Surrounding In many instances, marketers have limited control over the physical situation. For example, there are many forms of retailing, such as mail order, door-to-door, and vending machines, where control is minimal. Still, the marketer tries to account for the physical situation by carefully selecting appropriate outlets and product mixes for vending machines, and - 58 - instructing door-to-door sales personnel to “control the situation” by rearranging furniture, turning off televisions or radio, and bringing in point-of-purchase displays. An analysis of nonpurchase motivations for shopping found physical activity and sensory stimulation to be two important motives. Enclosed shopping malls offer clear advantages in providing a safe, comfortable area for leisurely strolls. The sights and sounds of a variety of stores and individuals also provide a high degree of sensory stimulation. Both these factors play an important role in the overall success of shopping centers and other shopping areas. Social Surroundings Social surroundings are the other individuals present during the consumption process. Our actions are frequently influenced by those around us. For example, Chinese-, Mexican-, and Anglo-Americans prefer different types of food in situations where business associates are present versus those where parents are present. Social influence is a significant force acting on our behavior, since individuals tend to comply with group expectations, particularly when the behavior is visible. Thus, shopping, a highly visible activity, and the use of - 59 - many publicly consumed brands, are subject to social influences. Shopping with others has been found to influence the purchase of such standard products as meat, chicken, and cereal, while beer consumption changes with the presence of guests, at parties, and during holidays. Shopping can provide a social experience outside the home for making new acquaintance, meeting existing friends, or just being near other people. Some people seek status and authority in shopping since the salesperson`s job is to wait on the customer. This allows these individuals a measure of respect or prestige that may otherwise be lacking in their lives. Thus, consumers, on occasion, shop for social situations rather than, or in addition to, products. Frequently, as a marketer manager, you will not have any control over social characteristics of a situation. For example, when a television advertisement is sent into the home, the advertising manager cannot control who the viewer is with at the time of the reception. However, the manager can utilize the knowledge that some programs are generally viewed alone (weekday, daytime programs), some are viewed by the entire family (prime-time family comedies), and others by groups of friends. The message presented can be structured to these viewing situations. - 60 - Ritual 仪式 Situations Ritual are receiving increasing attention by marketing scholars and practitioners. A ritual situation can be described as a set of interrelated behaviors that occur in a structured format, that have symbolic meaning, and that occur in response to socially defined occasions. Ritual situations can range from completely private to completely public. A completely private ritual situation would be an individual`s decision to drink a private toast or say a private prayer on the anniversary of an event with special meaning to the individual. A couple that celebrates their first date by returning to the same opening vignette, tend to be even more public. Finally, national and global holidays present very public ritual situations. Ritual situations are of major importance to marketers because they often involve prescribed consumption behaviors. Every major Chinese holiday has consumption rituals associated with it. Marketers also attempt to change or create consumption patterns associated with ritual situations. Situational Influences and Marketing Strategy Individuals do not encounter situations randomly. Instead, most people “create” many of the situations they face. Thus, individuals who choose to - 61 - engage in physically demanding sports such as jogging, tennis, or racquetball are indirectly choosing to expose themselves to the situation of “being tired” or “being thirsty”. This allows marketers to consider advertising and segmentation strategies based on the situations that individuals selecting given lifestyles are likely to encounter. After determining the influence of different situations on purchase behavior for a product category, a marketer must determine which products or brands are most likely to be purchased when that situation arises. One method of dealing with this question is to jointly scale situations and products. Chapter 6 Consumer Decision Process and Problem Recognition This chapter examines the nature of the consumer decision process and analyzes the first step in that process, problem recognition. Tithing problem recognition, we focus on (1) the process of problem recognition, (2) the uncontrollable determinants of problem recognition, and (3) marketing strategies based on the problem recognition process. Types of Consumer decisions The term consumer decision produces an image of an individual - 62 - carefully evaluation the attributes of a set of products, brands, or services and rationally selecting the one that solves a clearly recognized need for the least cost. It has a rational, functional connotation. While consumers do make many decisions in this manner, many others involve little conscious effort. Further, many consumer decisions focus not on brand attributes but rather on the feeling or emotions associated with acquiring or using the brand or with the environment in which the product is purchased or used. Thus, a brand may be selected not because of an attribute (price, style, functional characteristics) but because “ It makes me feel good” or “My friends will like it.” While purchases and related consumption behavior driven by emotional or environmental needs have characteristics distinct from the traditional attribute-based model, we believe the decision process model provides useful insights into all types of consumer purchases. As we describe consumer decision making in this and the next four chapters, we will indicate how it helps us understand emotion-, environment-, and attribute-based decisions. Before describing each type of decision process, the concept of purchase involvement must be clarified. We define purchase involvement - 63 - as the level of concern for, or interest in, the purchase process triggered by the need to consider a particular purchase. Thus, purchase involvement is a temporary state of an individual, product, and situational characteristics. Note that purchase involvement is not the same as product involvement or enduring involvement. You must be very involved with a brand or a product category and yet have a very low level of involvement with a particular purchase of that product because of brand loyalty, time pressures, or other reasons. For example, think of your favorite brand of soft drink or other beverage.饮料 You may be quite loyal to that brand, think it is superior to other brands, and have strong, favorable feelings about it. However, when you want a soft drink, you probably just buy your preferred brand without much thought. Nominal Decision Making Nominal decision making, sometimes referred to as habitual decision making in effect involves no decision per se. A completely nominal decision does not even include consideration of the “do not purchase” alternative. For example, you might notice that you are nearly out of Heimei toothpaste and resolve to purchase some the next time you are at the store. You don`t even consider not replacing the - 64 - toothpaste or purchasing another brand. At the store, you scan the shelf for Heimei and pick it up without considering alternative brands, its price, or other potentially relevant factors. Nominal decisions can be broken into two distinct categories: brand loyal decisions and repeat purchase decisions. Brand Loyal Purchases At one time, you may have been highly involved in selecting any toothpaste and, in response, used an extensive decision-making process. Having selected Heimei as a result of this process, you may now purchase it without further consideration, even though using the best available toothpaste is still important to you. Thus, you are committed to Heimei because you believe it best meets your overall needs and you have formed an emotional attachment to it. You are brand loyal. It will be very difficult for a competitor to gain your patronage.光顾 In this example, you have a fairly high degree of product involvement but a low degree of purchase involvement because of your brand loyalty. Should you encounter a challenge to the superiority of Heimei, perhaps through a news article, you would most likely engage in a - 65 - high-involvement decision process before changing brands. Repeat Purchases In contrast, you may believe that all catsup is about the same and you may not attach much importance to the product chocolate or purchase. Having tried M&M and found it satisfactory. You now purchase it whenever you need chocolate. Thus, you are a repeat purchaser of M&M chocolate, but you are not committed it. Should you encounter a challenge to the wisdom of buying M&M the next time you need chocolate, perhaps because of a point-of-sale price discount.折扣 You would probably engage in only a limited decision process before deciding on which brand to purchase. Limited Decision Making Limited decision making covers the middle ground between nominal decision making and extended decision making. In this simplest form (lowest level of purchase involvement), limited decision making is similar to nominal decision making. Limited decision making also occurs in response to some emotional or environmental needs. For example, you may decide to purchase a new - 66 - brand or product because you are “bored” with the current, otherwise satisfactory, brand. This decision might involve evaluating only the newness or novelty of the available alternatives. Or, you might evaluate a purchase in terms of the actual or anticipated behavior of others. Extended Decision Making Extended decision making is the response to a high level of purchase involvement. An extensive internal and external information search is followed by a complex evaluation of multiple alternatives. After the purchase, doubt about its correctness is likely and a thorough evaluation of the purchase takes place. Relatively few consumer decisions reach this level of complexity. However, products such as homes, personal computers, and complex recreational items such as backpacks and tents are frequently purchased via extended decision making. Even decisions that are heavily emotional may involve substantial cognitive efforts. For example, we may agonize over a decision to take a cruise even though the need being met and the criteria being evaluated are largely emotions or feelings rather than attributes per se, and are therefore typically fewer in number with less external information available. The Process of Problem Recognition - 67 - A day rarely passed in which we do not face several consumption problems. Routine problem of depletion, such as the need to get gasoline as the gauge approaches empty, or the need of to replace a frequently used food item, are readily recognized, defined, and resolved. The unexpected breakdown of a major appliance such as a refrigerator creates an unplanned problem that is also easily recognized but is often more difficult to resolve. Recognition of other problems, such as the need for a laptop computer, may take long, as they may be subtle and evolve slowly over time. Feeling, such as boredom, anxiety, or the “blues,” may arise quickly or slowly over time. Such feelings are often recognized as problems subject to solution by purchasing behavior (I`m sad, I think I`ll go shopping/ to a movie.) at other times, such feelings may trigger consumption behaviors without deliberate decision making. A person feeling “restless” may eat snack food without really thinking about it. In this case, the “problem” remains unrecognized and the solutions tried are often inappropriate. The Nature of Problem Recognition Problem recognition is the first stage in the consumer decision process. Problem recognition is the result of a discrepancy between a desired state and an actual state that is sufficient to arouse and activate the decision - 68 - process. For example, you probably don`t want to be bored on Friday night. If you find yourself alone and becoming bored, you would treat this as a problem because your actual state and your desired state were different. You could then choose to consume a television program, rent a video, call a friend, go out, or take a wide array of other actions. Without recognition of a problem, there is no need for a decision. Thus, if Friday night arrives and you find yourself engrossed in a novel, your desire to be pleasantly occupied (desire state) and your condition of enjoying a novel would be consistent and you would have no reason to search for other activities. On the other hand, when there is a discrepancy between a consumer desire and the perceived actual state, recognition of a problem occurs. For example, being pleasantly occupied (desired state) would generally exceed being bored (actual state) and result in problem recognition. However, if your roommate suddenly showed up with a rowdy party, you might find yourself with more stimulation (actual state) than the medium level you actually desire. This too would result in problem recognition. Perceptions of the actual state are also determined by a consumer`s lifestyle and current situation. Consumer`s lifestyles are a major - 69 - determinant of their actual state because that is how they choose to live given the constraints imposed by their resources. Thus, a consumer who has chosen to raise a family, have significant material possessions, and pursue a demanding career is likely to have little free time for outdoor activities (actual state). The current situation, a day off work, a big project 计划 due, or a sick child also has a major impact on how consumers perceive the actual situation. The Desire to Resolve Recognized Problems The level of one`s desire of to resolve a particular problem depends on two factors: (1) the magnitude of the discrepancy between the desired and actual states, and (2) the relative importance of the problem. An individual could desire to have a car that averages at least 25 miles per gallon while still meeting certain size and power desires. If the current car obtains an average of 24 miles per gallon, a discrepancy exists, but it may not be large enough to motivate the consumer to proceed to the next step in the decision process. On the other hand, a large discrepancy may exist and the consumer - 70 - may not proceed to information search because the relative importance of the problem is small. Relative importance is a critical concept because all consumers have budget likely to be solved. In general, importance is determined by how critical the problem is to the maintenance of the consumer`s desired lifestyle. Uncontrollable Determinants of Problem Recognition A discrepancy between what is desired by a consumer and what the consumer has is the necessary condition for problem recognition. A discrepancy can be the result if a variety of factors that influence consumer desires, perceptions of the existing state, or both. These factors are often beyond the direct influence of the marketing manager, for example, a change in family composition. Individual development causes many changes in the desired state. As we age, our needs and desires evolve noticeably. - 71 -