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Consumer behavior has a lot to do with the psychological core; internal processes that involve perceptions, learning, and issues such as memory, motivations, values and needs. Furthermore, the presentation involves issues such as perceived risks, list of values (LOV) and FCB, a model that is based on the level of involvement of the consumer.
Citation preview
1
Consumer Behavior-5
Psychological Core of Consumers
Danny AbramovichMarketing Plan Specialist
1 .Management2 .Marketing
3 .Research4 .Segmentation
5 .Consumer Behavior-36 .Creativity
2
Management
Marketing
Marketing Research
Market Segmentation
Consumer Behavior
5. Consumer BehaviorMethodology
© Danny Abramovich
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5. What Affects CB?
What Affects Consumer Behavior?
5.1 Psychological Core (Internal Process)
5.2 Decision Making Process
5.3 Consumer’s Culture (External Process)
5.4 Consumer Behavior Outcomes
4
5. What Affects CB?
Decision Making Process
Consumer Behavior Outcomes
Psychological Core Internal Process
Consumer’s CultureExternal Process
5.1 Psychological Core (Internal Process)5.2 Decision Making Process5.3 Consumer’s Culture (External Process)5.4 Consumer Behavior Outcomes
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5.1 Psychological Core
Psychological Core Internal Process
5.1 Psychological Core (Internal Process)5.2 Decision Making Process5.3 Consumer’s Culture (External Process)5.4 Consumer Behavior Outcomes
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5.1 Psychological Core
5.1.1. Perceptions
5.1.2. Learning & Memory
5.1.3. Motivation and Values
5.1.4. Attitudes & Attitude Change
5.1.5. The Self
5.1 Psychological Core (Internal Process)5.2 Decision Making Process5.3 Consumer’s Culture (External Process)5.4 Consumer Behavior Outcomes
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5.1 Psychological Core
5.1 Psychological Core (Internal Process)5.2 Decision Making Process5.3 Consumer’s Culture (External Process)5.4 Consumer Behavior Outcomes
Internal-process
Learning & M
emory
Learning – Change in behavior which comes with experience; directly or by
observing events
that affect others.
Brand Equity
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5.1 Psychological Core
5.1 Psychological Core (Internal Process)5.2 Decision Making Process5.3 Consumer’s Culture (External Process)5.4 Consumer Behavior Outcomes
Internal-process
Learning & M
emory
Memory – The process of acquiring information and storingit over time so that it will be available when needed.
ExternalEncodingStorageRetrieval inputs
Nostalgia
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5.1 Psychological Core
5.1.1. Perceptions
5.1.2. Learning & Memory
5.1.3. Motivation and Values
5.1.4. Attitudes & Attitude Change
5.1.5. The Self
5.1 Psychological Core (Internal Process)5.2 Decision Making Process5.3 Consumer’s Culture (External Process)5.4 Consumer Behavior Outcomes
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5.1 Psychological Core
5.1 Psychological Core (Internal Process)5.2 Decision Making Process5.3 Consumer’s Culture (External Process)5.4 Consumer Behavior Outcomes
Internal-process
Motivation, Values
& Involvem
ent
Motivation – The processes
that cause people to behave as they do especially when a NEED is aroused.
Marketing to satisfy needs!What are those needs?Why do they exist?
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5.1 Psychological Core
5.1 Psychological Core (Internal Process)5.2 Decision Making Process5.3 Consumer’s Culture (External Process)5.4 Consumer Behavior Outcomes
Internal-process
Motivation, Values
& Involvem
ent
Pyramid of Needs(Maslow, 1954)
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5.1 Psychological Core
5.1 Psychological Core (Internal Process)5.2 Decision Making Process5.3 Consumer’s Culture (External Process)5.4 Consumer Behavior Outcomes
Internal-process
Motivation, Values
& Involvem
ent
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5.1 Psychological Core
5.1 Psychological Core (Internal Process)5.2 Decision Making Process5.3 Consumer’s Culture (External Process)5.4 Consumer Behavior Outcomes
Internal-process
Motivation, Values
& Involvem
ent
Types of Perceived Risk
Functional Financial Physical-Safety Social Psychological Time
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5.1 Psychological Core
5.1 Psychological Core (Internal Process)5.2 Decision Making Process5.3 Consumer’s Culture (External Process)5.4 Consumer Behavior Outcomes
Internal-process
Motivation, Values
& Involvem
ent
Perceived risk vs. PLC?
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5.1 Psychological Core
5.1 Psychological Core (Internal Process)5.2 Decision Making Process5.3 Consumer’s Culture (External Process)5.4 Consumer Behavior Outcomes
Internal-process
Motivation, Values
& Involvem
ent
Value – A belief about some desirable end-state within a given culture.
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5.1 Psychological Core
5.1 Psychological Core (Internal Process)5.2 Decision Making Process5.3 Consumer’s Culture (External Process)5.4 Consumer Behavior Outcomes
Internal-process
Motivation, Values
& Involvem
ent
List of Values (LOV)A widely used nine-categories scalefor the measurement of values in avariety of consumer behavior contexts to include cross-cultural
comparison. e.g. Japanese tourism behavior abroad
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5.1 Psychological Core LOV
5.1 Psychological Core (Internal Process)5.2 Decision Making Process5.3 Consumer’s Culture (External Process)5.4 Consumer Behavior Outcomes
Internal-process
Motivation, Values
& Involvem
ent
Sense of belongingFun & enjoyment in lifeWarm relationships with othersSelf-fulfillmentBeing well-respectedExcitementSense of accomplishmentSecuritySelf-respect
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5.1 Psychological Core
5.1 Psychological Core (Internal Process)5.2 Decision Making Process5.3 Consumer’s Culture (External Process)5.4 Consumer Behavior Outcomes
Internal-process
Motivation, Values
& Involvem
ent
Involvement – The level ofperceived personal importanceevoked by the stimuli within aspecific situation. These levels can vary from ‘inertia’; buying a baguette, to ‘passion’; buying a ticket to a concert
of a celebrity you worship.
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5.1 Psychological Core
5.1 Psychological Core (Internal Process)5.2 Decision Making Process5.3 Consumer’s Culture (External Process)5.4 Consumer Behavior Outcomes
Internal-process
Motivation, Values
& Involvem
ent
FCB Grid – Working in Foote,Cone & Belding (FCB) advertisingagency, Richard Vaughn has incorporateda model that allows to understand people’sattitude toward advertising (1980).It is based on two dimensions:
1. Level of Involvement.2. Thinking/ Feeling-related products.
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5.1 Psychological Core
5.1 Psychological Core (Internal Process)5.2 Decision Making Process5.3 Consumer’s Culture (External Process)5.4 Consumer Behavior Outcomes
Internal-process
Motivation, Values
& Involvem
entFCBgrid
products
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5.1 Psychological Core
5.1 Psychological Core (Internal Process)5.2 Decision Making Process5.3 Consumer’s Culture (External Process)5.4 Consumer Behavior Outcomes
Internal-process
Motivation, Values
& Involvem
ent
The
Thinker
The
Reactor
The
Feeler
The
Doer
FCBgrid
products
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5.1 Psychological Core
5.1 Psychological Core (Internal Process)5.2 Decision Making Process5.3 Consumer’s Culture (External Process)5.4 Consumer Behavior Outcomes
Internal-process
Motivation, Values
& Involvem
ent
The ThinkerL-F-D
The
ReactorD-F-L
The
FeelerF-L-D
The
DoerD-L-F
Learn = information
Feel = attitude
Do = behavior
FCBgrid
products
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5.1 Psychological Core
5.1 Psychological Core (Internal Process)5.2 Decision Making Process5.3 Consumer’s Culture (External Process)5.4 Consumer Behavior Outcomes
Internal-process
Motivation, Values
& Involvem
ent
Life insurance
L-F-D
Beer
D-F-L
Perfume
F-L-D
Detergent
D-L-F
products
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5.1 Psychological Core
5.1 Psychological Core (Internal Process)5.2 Decision Making Process5.3 Consumer’s Culture (External Process)5.4 Consumer Behavior Outcomes
Internal-process
Motivation, Values
& Involvem
ent
Measuring Involvement
To me (object to be judged) is:1.ImportantUnimportant2.BoringInteresting3.RelevantIrrelevant4.ExcitingUnexciting5.involvingUn-involving
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5.1 Psychological Core
5.1 Psychological Core (Internal Process)5.2 Decision Making Process5.3 Consumer’s Culture (External Process)5.4 Consumer Behavior Outcomes
Internal-process
Motivation, Values
& Involvem
ent
How often do you experience the following feelings as a result of eating chocolate?
Happy never _:_:_:_:_:_:_:_:_ very often
Excited never _:_:_:_:_:_:_:_:_ very oftenDelighted never _:_:_:_:_:_:_:_:_ very oftenJoyous never _:_:_:_:_:_:_:_:_ very oftenSatisfied never _:_:_:_:_:_:_:_:_ very oftenProud never _:_:_:_:_:_:_:_:_ very oftenAnnoyed never _:_:_:_:_:_:_:_:_ very oftenDepressed never _:_:_:_:_:_:_:_:_ very oftenGuilty never _:_:_:_:_:_:_:_:_ very oftenRegretful never _:_:_:_:_:_:_:_:_ very often
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5.1 Psychological Core
5.1.1. Perceptions
5.1.2. Learning & Memory
5.1.3. Motivation and Values
5.1.4. Attitudes & Attitude Change
5.1.5. The Self
5.1 Psychological Core (Internal Process)5.2 Decision Making Process5.3 Consumer’s Culture (External Process)5.4 Consumer Behavior Outcomes
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5.1 Psychological Core
5.1 Psychological Core (Internal Process)5.2 Decision Making Process5.3 Consumer’s Culture (External Process)5.4 Consumer Behavior Outcomes
Internal-process
Attitudes and
Attitude change
Attitude – A lasting, general evaluation of any marketing stimuli: people, products, brands, etc.
Its components are Affection - feelBehavior - doCognition - know
Social Marketing
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5.1 Psychological Core
5.1 Psychological Core (Internal Process)5.2 Decision Making Process5.3 Consumer’s Culture (External Process)5.4 Consumer Behavior Outcomes
Internal-process
Attitudes and
Attitude change
The ABC of attitudes The Affective component (feel):
I feel good about myself when I drive a BMW.
The Behavioral Component (act):I will buy a BMW next time.
The Cognitive Component (beliefs):I think BMWs are quality cars.
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5.1 Psychological Core
5.1 Psychological Core (Internal Process)5.2 Decision Making Process5.3 Consumer’s Culture (External Process)5.4 Consumer Behavior Outcomes
Internal-process
Attitudes and
Attitude change
Automated
audience
measurement
solution
www.quividi.com
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5.1 Psychological Core
5.1 Psychological Core (Internal Process)5.2 Decision Making Process5.3 Consumer’s Culture (External Process)5.4 Consumer Behavior Outcomes
Internal-process
Attitudes and
Attitude change
…evaluation of people, objects, or issues.
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5.1 Psychological Core
5.1 Psychological Core (Internal Process)5.2 Decision Making Process5.3 Consumer’s Culture (External Process)5.4 Consumer Behavior Outcomes
Internal-process
Attitudes and
Attitude change
Changing Attitudes through
Communication,
Marketing Communication,
MarCom!
Source Coding Message Channel Decoding Reception Obj. Sign Media
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5.1 Psychological Core
5.1 Psychological Core (Internal Process)5.2 Decision Making Process5.3 Consumer’s Culture (External Process)5.4 Consumer Behavior Outcomes
Internal-process
Attitudes and
Attitude change
Source Coding Message Channel Decoding Reception Obj. Sign Media
= Information = Communication
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5.1 Psychological Core (Internal Process)5.2 Decision Making Process5.3 Consumer’s Culture (External Process)5.4 Consumer Behavior Outcomes
Internal-process
Attitudes and
Attitude change
Selected Types of
Message Appeals:
Emotional vs. Rational:
Sex Metaphors
Humor Rational
Fear Emotional
5.1 Psychological Core Appeals
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5.1 Psychological Core (Internal Process)5.2 Decision Making Process5.3 Consumer’s Culture (External Process)5.4 Consumer Behavior Outcomes
Sex
5.1 Psychological CoreAppeals
• Subliminal techniques.• Sex increases attention.• Brand recall is lower.• May interfere message.
Attitudes and
Attitude change
35
Sex
Humor
5.1 Psychological CoreAppeals
• Used in 30% of all ads.• Score in recall tests.
Attitudes and
Attitude change
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5.1 Psychological Core (Internal Process)5.2 Decision Making Process5.3 Consumer’s Culture (External Process)5.4 Consumer Behavior Outcomes
Attitudes and
Attitude change
Sex Humor
Fear
5.1 Psychological CoreAppeals
• Solutions to anxiety.• “If-than approach”.• fear can backfire.
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5.1 Psychological Core (Internal Process)5.2 Decision Making Process5.3 Consumer’s Culture (External Process)5.4 Consumer Behavior Outcomes
Attitudes and
Attitude change
Sex Humor Fear
Metaphors
5.1 Psychological CoreAppeals
When aword orphraseis applied to something it does not literally resemblein order to emphasize particular qualities.
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5.1 Psychological Core (Internal Process)5.2 Decision Making Process5.3 Consumer’s Culture (External Process)5.4 Consumer Behavior Outcomes
Attitudes and
Attitude change
Sex Humor Fear Metaphors
Rational
5.1 Psychological CoreAppeals
• Suites for: - Printed media, - B2B advertisers,
- involvement products.
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Sex Humor Fear Metaphors Rational
Emotional
5.1 Psychological CoreAppeals
This ad for a nonprofit animal rights and rescue group draws on viewers’ sympathies toward animals.
Attitudes and
Attitude change
40
5.1 Psychological Core
5.1.1. Perceptions
5.1.2. Learning & Memory
5.1.3. Motivation and Values
5.1.4. Attitudes & Attitude Change
5.1.5. The Self
5.1 Psychological Core (Internal Process)5.2 Decision Making Process5.3 Consumer’s Culture (External Process)5.4 Consumer Behavior Outcomes
41
5.1 Psychological Core
5.1 Psychological Core (Internal Process)5.2 Decision Making Process5.3 Consumer’s Culture (External Process)5.4 Consumer Behavior Outcomes
Internal-process
The Self
Many products are bought because
the person is trying to highlight or
hide some aspect of the self.e.g. consumers strive to fulfill their society’s expectations about how a male or female should look and act (Solomon & Al., 1999).
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5.1 Psychological Core
5.1 Psychological Core (Internal Process)5.2 Decision Making Process5.3 Consumer’s Culture (External Process)5.4 Consumer Behavior Outcomes
Internal-process
The Self
Self-esteem (SE) refers to the+ity level of a person’s self-concept.
e.g. consumers with a SE tend to prefer last-minute offers while those with SE tend to opt forportion-controlled snacks.
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5.1 Psychological Core
5.1 Psychological Core (Internal Process)5.2 Decision Making Process5.3 Consumer’s Culture (External Process)5.4 Consumer Behavior Outcomes
Internal-process
The Self
Self-consciousness (SC) refers toThe level of embarrassment deriving from the feeling that others are critically aware of you.
e.g. a student during class vs. ina student party.
44
5.1 Psychological Core
5.1 Psychological Core (Internal Process)5.2 Decision Making Process5.3 Consumer’s Culture (External Process)5.4 Consumer Behavior Outcomes
Internal-process
The Self
Sexual identity is a state of mindas well as body and may vary according to cultures.Each society determines what “real” men and women should and should not do!
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5.1 Psychological Core
5.1 Psychological Core (Internal Process)5.2 Decision Making Process5.3 Consumer’s Culture (External Process)5.4 Consumer Behavior Outcomes
Internal-process
The Self
Ideal of beauty refers to aparticular or exemplar appearance: physical features, clothing style, cosmetics, skin tone,body type, etc.
Is beauty universal?
46
5.1 Psychological Core
5.1 Psychological Core (Internal Process)5.2 Decision Making Process5.3 Consumer’s Culture (External Process)5.4 Consumer Behavior Outcomes
Internal-process
The Self
Ideal of beauty refers to aparticular or exemplar appearance.
47
5.1 Psychological Core
5.1.1. Perceptions
5.1.2. Learning & Memory
5.1.3. Motivation and Values
5.1.4. Attitudes & Attitude Change
5.1.5. The Self
5.1 Psychological Core (Internal Process)5.2 Decision Making Process5.3 Consumer’s Culture (External Process)5.4 Consumer Behavior Outcomes
49
5. What Affects CB?
What Affects Consumer Behavior?
5.1 Psychological Core (Internal Process).
5.2 Decision Making Process.
5.3 Consumer’s Culture (External
Process).
5.4 Consumer Behavior Outcomes.
50
Part Six out of Six