Factors that Influence Consumer Behavior External Influences

– Culture– Socioeconomic level– Reference groups– Households

Internal Influences– Personal needs and

motives– Experience– Personality and self-

image– Perception and

attitude

Chapter 3.1

Maslow’s Hierarchy of Needs

Physiological Needs Safety Needs Social and Belonging Needs Esteem Needs Self-actualization Needs

Chapter 3.2

Feedback

Figure 3.1. Needs Related to Consumer Behavior

Needs Motivation Behavioral intentions

Behavior

Chapter 3.3

Consumer Discretionary Purchasing over a Lifespan

Possession Experiences – less than 40 Catered Experiences – ages 40 to 60 Being Experiences – ages 60 to 80+

Chapter 3.4

Consumer Adoption Process

Innovators – 2.5% Early Adopters – 13.5% Early Majority – 34.0% Late Majority – 34.0% Laggards – 16.0%

Chapter 3.5

Consumer Decision-Making Model

Problem recognition Information search Evaluation of alternatives Purchase decision Post purchase evaluation

Chapter 3.6

Consumer Problem-Solving Processes

Compensatory– Consumers use a

product’s strengths in one or more areas to compensate for deficiencies in other areas

Noncompensatory– Conjunctive: exceed

minimums on all attributes

– Disjunctive: exceed minimum on at least one attribute

– Lexicographic: prioritize and consider one attribute at a time

Chapter 3.7

Consumer Problem-Solving Techniques

Routine Response Behavior – habitual response with little search or evaluation

Limited Problem Solving – some search and evaluation

Extended Problem Solving – extensive search and evaluation

Chapter 3.8

Characteristics of Organizational Buying

Larger volume purchases Derived demand More emphasis on specifications and

service Professional buyers and more

negotiation Repeat business Multiple buyers

Chapter 3.9

Members of an Organizational Buying Unit

Users – people that actually use the product Influencers – people with expertise who

may help determine specifications Buyers – people who make purchase Deciders – people with the authority to

select or approve a supplier Gatekeepers – people who control the flow

of information

Chapter 3.10