Chapter 1
Consumers Rule
CONSUMER BEHAVIOR, 9e
Michael R. Solomon
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Chapter Objectives
When you finish this chapter, you should understand why:
Consumers use products to help them define
their identities in different settings.
Consumer behavior is a process. Marketers need to understand the wants and
needs of different consumer segments.
The Web is changing consumer behavior.
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Chapter Objectives (continued)
Consumer behavior relates to other issues in
our lives.
Consumer activities can be harmful to
individuals and to society.
Many different types of specialists study
consumer behavior.
There are two major perspectives that seek
to understand and study consumer behavior.
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Aspects of Consumer Behavior
Segmented by marketers by
demographics
Influenced by peer groups Exposed to competing
brands seeking her loyalty
Evaluates products by the
appearance, taste, texture, smell
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What is Consumer Behavior?
Consumer behavior: the study of the processes involved when individuals or groups select, purchase, use, or dispose of products, services, ideas, or experiences to satisfy needs and desires.
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Figure 1.1 Stages in the Consumption Process
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Actors in Consumer Behavior
A consumer is a person who identifies a need or desire, makes a purchase, and then disposes of the product.
Purchaser versus user
versus influencer
Organization/group as
consumer
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Consumers Impact on Marketing
Understanding consumer behavior is good business
Understanding people/organizations to
satisfy consumers needs
Knowledge and data about customers: Help to define the market Identify threats/opportunities to a brand
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Segmenting Consumers: Demographics
Demographics: statistics that measure observable aspects of a population, such as Age Gender Family structure Social class/income Race/ethnicity Geography
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Redneck Bank Targets by Social Class
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Segmenting Consumers: Lifestyles
Psychographics
The way we feel
about ourselves
The things we
value
The things we do
in our spare time
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Tapping into Consumer Lifestyles
Relationship marketing: interact with
customers regularly; give them reasons to maintain a bond with the company.
Database marketing: tracking specific
consumers buying habits and crafting products and messages tailored precisely to peoples wants.
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The Meaning of Consumption
People often buy products not for what they do, but
for what they mean
Consumers can develop relationships with brands:
The product helps to establish the Self-Concept Attachment users identity Nostalgic Attachment The product serves as a link with a past self. The Product is part of the users daily routine.
Interdependence
Love
The product elicits emotional bonds of warmth, Passion, Or other strong emotion.
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The Global Consumer
The global consumer
culture is one that unites people with a common devotion to Brand name consumer goods Movie stars Celebrities Leisure activities
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Marketing Ethics and Public Policy
Business ethics: rules of conduct that guide
actions in the marketplace
Cultural differences in ethics: Codes of ethics less formal in Mexico U.S. Foreign Corrupt Practices Act
prohibits use of bribery by U.S. businesspeopleno matter where theyre doing business Bribery commonly practiced in other countries
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Do Marketers Create Artificial Needs?
Objective of marketing: create awareness that needs exist, not to create needs
Need:
a basic biological motive
versus Want: one way that society has taught us that the need can be satisfied
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Are Advertising & Marketing Necessary?
Does advertising foster materialism?
Products are designed to meet existing
needs;
Advertising only helps to communicate their
availability
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Do Marketers Promise Miracles?
Advertisers simply
do not know enough about people to manipulate them
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Discussion
Advertisers are often blamed for promoting a materialistic society by making their products as desirable as possible.
Do you agree with this? If yes, is materialism a bad thing? If no, what are your reasons?
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Advertising Can't Make You Buy Something You Don't Need. This point is illustrated by the featured image, suggesting that despite how compelling an ad for men's shaving products might be to a woman, it would be silly for her to actually purchase gender-irrelevant products based on advertising.
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Public Policy & Consumerism
Concern for the welfare of consumers
Department of Agriculture Federal Trade Commission
Food and Drug Administration
Securities and Exchange Commission
Environmental Protection Agency
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Consumer Activism
Culture jamming is a strategy to disrupt
efforts by the corporate world to dominate our cultural landscape.
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Consumerism & Consumer Research
JFKs Declaration of
Consumer Rights (1962) The right to safety The right to be informed The right to redress The right to choice
Social Marketing Green Marketing
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The Consumer Dark Side
Consumer terrorism
Addictive consumption
Compulsive consumption
Consumed consumers Illegal activities
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Figure 1.2 Disciplines in Consumer Research
MICRO CONSUMER BEHAVIOR (INDIVIDUAL FOCUS)
Consumer behavior involves many different disciplines
Experimental Psych Clinical Psychology Developmental Psych Human Ecology Microeconomics Social Psychology Sociology Macroeconomics Semiotics/Literary Criticism Demography History Cultural Anthropology
MACRO CONSUMER BEHAVIOR (SOCIAL FOCUS)
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Figure 1.3 Wheel of Consumer Behavior
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"Yesterday's failures are today's seeds that must be diligently planted to be able to abundantly harvest tomorrow's successes."- Author Unknown
The End
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