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Chapter 7
Problem Recognition & Search
Learning Objectives
1. To understand consumer problem recognition and the decision making process.
2. To know how & why consumers conduct internal search.
3. To know how & why consumers conduct external search.
4. To access challenges marketers face in influencing consumers’ searches.
Problem Recognition and Information Search
Problem Recognition
Ideal State: Where we want to be
Actual State: Where we are now
Stimulating Problem Recognition
Create a new ideal state
Create dissatisfaction with actual state
Position as solution to problem
Internal Search
Searching for Information from Memory
Degree of internal search
Kind of information recalled:– Brands– Attributes– Evaluations– Experiences
Brand Recall
Consideration or evoked set
Vary in terms of:– Size– Stability– Variety– Preference dispersion
Brand Recall
Prototypicality
Familiarity
Goals/Usage Situation
Preference
Retrieval Cues
Attribute Recall
Accessibility/Availability
Diagnosticity
Salience
Vividness
Goals
Is Internal Search Accurate?
Confirmation bias—Draw attention to negatives of competition
Inhibition– Consumers don’t always consider key
aspects– Consumers recall other, more accessible
attributes
Mood
External Search: Searching for Information from Environment
Sources of External Information
Retailer
Media
Interpersonal
Independent
Experiential
Internet
Internet Sources
Keyword search
Shopping agents
Information overload
Simulations
Online community
Social Media
©adage.com
Measures of Online Consumer Activity~1
Measures of Online Consumer Activity~2
Effort to Process Information
Influenced by – Motivation– Ability– Opportunity
– What motivates you to process information in advertising?
Motivation to Process Information
Involvement and perceived risk
Perceived costs and benefits
Consideration set
Relative brand uncertainty
Attitudes toward search
Discrepancy of information
Ability to Process Information
Consumer knowledge
Cognitive abilities
Demographics
Opportunity to Process Information
Amount of information available
Information format
Time availability
Number of items being chosen
Information Acquired in Search
Accuracy?
Search by:– Brand– Attribute
– Brand name– Price– Other
• Reliability• Durability• Relevant
Questions?