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《市场营销专业英语教程》(第15版)(专门用途英语系列教材)Chapter3ConsumerBehavior2Contents:SocialInfluencesonConsumerDecisionMakingMarketingInfluencesonConsumerDecisionMakingSituationalInfluencesonConsumerDecisionMakingPsychologicalInfluencesonConsumerDecisionMakingConsumerDecisionMaking3Pre-readingquestions:Whatareyourfavoritebrands?Whydoyoulikethem?Whatfactorswillyoutakeintoconsiderationinshopping?Describeoneofyourinterestingshoppingexperiencestoyourclassmates.4Lead-inThischapterbeginsbyreviewingsocial,marketing,andsituationalinfluencesonconsumerdecisionmaking.Theseprovideinformationthatcaninfluenceconsumers’thoughtsandfeelingsaboutpurchasingvariousproductsandbrands.Thischapterconcludesbydiscussingtheconsumerdecision-makingprocess.5Lead-in6
thepowerfuleffectsofthesocialenvironmentandpersonalinteractionsonhumanbehavior
Socialfactorsrelatedtoconsumerbehaviors:
CultureandSubcultureSocialClass
ReferenceGroupsandFamiliesTheycanhavebothdirectandindirecteffectsonthebuyingprocessSocialInfluencesonConsumerDecisionMaking7
directeffects:directcommunicationbetweentheindividualandothermembersofsocietyconcerningaparticulardecision.
indirecteffects:theinfluenceofsocietyonanindividual’sbasicvaluesandattitudesaswellastheimportantrolethatgroupsplayinstructuringanindividual’spersonality.SocialInfluencesonConsumerDecisionMaking8
1.CultureandSubculture
Cultureisoneofthemostbasicinfluencesonanindividual’sneeds,wants,andbehavior,sinceallfacetsoflifearecarriedoutagainstthebackgroundofthesocietyinwhichanindividuallives.
Culturalvaluesaretransmittedthroughthreebasicorganizations:thefamily,religiousorganizations,andeducationalinstitutions
Marketingmanagersshouldadaptthemarketingmixtoculturalvaluesandconstantlymonitorvaluechangesanddifferencesinbothdomesticandglobalmarkets.SocialInfluencesonConsumerDecisionMaking9InlargenationssuchastheUnitedStates,thepopulationisboundtoloseasignificantamountofitshomogeneity,andthussubculturesarise.Inotherwords,therearesubculturesintheAmericanculturewherepeoplehavemorefrequentinteractionsthanwiththepopulationatlargeandthustendtothinkandactalikeinsomerespects.Subculturesarebasedonsuchthingsasgeographicareas,religions,nationalities,ethnicgroups,andage.SocialInfluencesonConsumerDecisionMaking10
SocialClassSocialclassesdeveloponthebasisofsuchthingsaswealth,skill,andpower.Thesinglebestindicatorofsocialclassisoccupation.
Formarketingpurposes,fourdifferentsocialclasseshavebeenidentified:upper,middle,working,lowerclasses
Differentclasseshavedifferentwants.Forthemarketingmanager,socialclassofferssomeinsightsintoconsumerbehaviorandispotentiallyusefulasamarketsegmentationvariable.SocialInfluencesonConsumerDecisionMaking11ReferenceGroupsandFamiliesreferencegroups:groupsthatanindividuallooksto(usesasareference)whenformingattitudesandopinions.Apersonnormallyhasseveralreferencegroupsorreferenceindividualsforvarioussubjectsordifferentdecisions.SocialInfluencesonConsumerDecisionMaking12Primaryreferencegroupsincludefamilyandclosefriends.
Secondaryreferencegroupsincludefraternalorganizationsandprofessionalassociations.
ReferenceindividualSocialInfluencesonConsumerDecisionMaking13
Ithasbeensuggestedthatthefamily,ratherthantheindividual,istherelevantunitforstudyingconsumerbehavior.Inaddition,ithasbeenrecognizedthattheneeds,income,assets,debts,andexpenditurepatternschangeoverthecourseofwhatiscalledthefamilylifecycle.
familylifecyclestages:single,married,marriedwithchildrenofdifferentagegroups,oldercouples,solitarysurvivors
lifecyclecombinestrendsinearningpowerSocialInfluencesonConsumerDecisionMaking14
Marketingstrategiesareoftendesignedtoinfluenceconsumerdecisionmakingandleadtoprofitableexchanges.Eachelementofthemarketingmix(product,price,promotion,place)canaffectconsumersinvariousways.MarketingInfluencesonConsumerDecisionMaking15
1.
ProductInfluences
attributesofproducts:brandname,quality,newness,complexity
physicalappearanceofproducts:packaging,labelinginformationOneofthekeytasksofmarketersistodifferentiatetheirproductsfromthoseofcompetitorsandcreateconsumerperceptionsthattheproductisworthpurchasing.SocialInfluencesonConsumerDecisionMaking16
2.
PriceInfluencesManyoftoday’svalue-consciousconsumersmaybuyproductsmoreonthebasisofpricethanotherattributes.Forsomeofferings,higherpricesmaynotdeterpurchasebecauseconsumersbelievethattheproductsorservicesarehigherqualityoraremoreprestigious.SocialInfluencesonConsumerDecisionMaking17
3.
PromotionInfluences
PromotionMix:Advertising,salespromotions,salespeople,andpublicity.Itisimportantformarketerstodevisecommunicationsthat(1)offerconsistentmessagesabouttheirproductsand(2)areplacedinmediathatconsumersinthetargetmarketarelikelytouse.SocialInfluencesonConsumerDecisionMaking18
4.
PlaceInfluencesThemarketer’sstrategyfordistributingproductscaninfluenceconsumersinseveralways.First,productsthatareconvenienttobuyinavarietyofstoresincreasethechancesofconsumersfindingandbuyingthem.SocialInfluencesonConsumerDecisionMaking19Second,productssoldinexclusivemaybeperceivedbyconsumersashavinghigherquality.Third,offeringproductsbynonstoremethods,suchasontheInternetorincatalogs,cancreateconsumerperceptionsthattheproductsareinnovative,exclusive,ortailoredforspecifictargetmarkets.SocialInfluencesonConsumerDecisionMaking20Situationalinfluencescanbedefinedasallthosefactorsparticulartoatimeandplaceofobservationthathaveademonstrableandsystematiceffectoncurrentbehavior.5types:
1.Physicalfeatures:location,decor,sounds,aromas,lighting,weather,andvisibleconfigurations
2.Socialfeatures:Otherpersonspresent,theircharacteristics,theirapparentrolesandinterpersonalinteractions.SituationalInfluencesonConsumerDecisionMaking213.Time:e.g.timesincelastpurchase,timesinceoruntilmealsorpaydays,andtimeconstraints.
4.Taskfeatures:intentorrequirement.e.g.shoppingforasmallapplianceasaweddinggiftforafriendisinadifferentsituationthanwhenshoppingforasmallapplianceforpersonaluse5.Currentconditions:Thesearemomentarymoods(suchasacuteanxiety,pleasantness,hostility,andexcitation)ormomentaryconditions(suchascashonhand,fatigue,andillness)ratherthanchronicindividualtraits.SituationalInfluencesonConsumerDecisionMaking22Psychologicalfactorsinfluencehowthisinformationisinterpretedandusedandhowitimpactstheconsumerdecision-makingprocess.Twomostimportantpsychologicalfactors:productknowledgeandproductinvolvement.PsychologicalInfluencesonConsumerDecisionMaking23Productknowledgereferstotheamountofinformationaconsumerhasstoredinherorhismemoryaboutparticularproductclasses,productforms,brands,models,andwaystopurchasethem.
Theinitiallevelofproductknowledgemayinfluencehowmuchinformationissoughtwhendecidingtomakeapurchase.Productknowledgeinfluenceshowquicklyaconsumergoesthroughthedecision-makingprocess.PsychologicalInfluencesonConsumerDecisionMaking24Productinvolvementreferstoaconsumer’sperceptionoftheimportanceorpersonalrelevanceofanitem.Productinvolvementinfluencesconsumerdecisionmakingintwoways:First,ifthepurchaseisforahigh-involvementproduct,consumersarelikelytodevelopahighdegreeofproductknowledgesothattheycanbeconfidentthattheitemtheypurchaseisjustrightforthem.Second,ahighdegreeofproductinvolvementencouragesextensivedecisionmakingbyconsumers,whichlikelyincreasesthetimeittakestogothroughthedecision-makingprocess.PsychologicalInfluencesonConsumerDecisionMaking25
Therearethreetypesofdecisionmaking,whichvaryintermsofhowcomplexorexpensiveaproductisandhowinvolvedaconsumerisinpurchasingit.
ExtensivedecisionmakingLimiteddecisionmakingRoutinedecisionmakingConsumerDecisionMaking26
Extensivedecisionmakingrequiresthemosttimeandeffortsincethepurchaseinvolvesahighlycomplexorexpensiveproductthatisimportanttotheconsumer.
e.g.buyingcars,housesMarketersshouldprovideconsumerswithfactualinformationthathighlightscompetitiveadvantagesforsuchhigh-involvementproducts.ConsumerDecisionMaking27Limiteddecisionmakingismoremoderatebutstillinvolvessometimeandeffortsearchingforandcomparingalternatives.e.g.buyingclothes(shopseveralstorescomparingbrandsandstyles)
Marketersoftenuseeye-catchingadvertisingandin-storedisplaystomakeconsumersawareoftheirproductsandencourageconsumerstoconsiderbuyingthem.ConsumerDecisionMaking28Routinedecisionmakingisthemostcommontypeandthewayconsumerspurchasemostpackagedgoods.Suchproductsaresimple,inexpensive,andfamiliar;andconsumersoftenhavedevelopedfavoritebrandsthattheypurchasewithoutmuchdeliberation.e.g.buyingeverydayitems(newspaper,salt)
Marketersoftenusecelebrityspokespeopleandothernon-product-relatedcuestoencouragepurchases.ConsumerDecisionMaking29ConsumerDecisionMaking30NeedRecognition
Thestartingpointinthebuyingprocessistheconsumer’srecognitionofanunsatisfiedneed.Anynumberofeitherinternalorexternalstimulimayactivateneedsorwantsandrecognitionofthem.
Maslow’shierarchyofneeds:Physiologicalneeds,Safetyneeds,Belongingnessandloveneeds,Esteemneeds,Self-actualizationneeds.
ConsumerDecisionMaking31AlternativeSearch
Onceaneedisrecognized,theindividualthensearchesforalternativesforsatisfyingtheneed.Theindividualcancollectinformationfromfivebasicsourcesforaparticularpurchasedecision.1.Internalsources.Tosearchthroughstoredinformationandexperienceisinhisorhermindfordealingwiththeneed.Thisisquitecommonforroutineorhabitualpurchases.ConsumerDecisionMaking322.Gmunicationwithotherpeople,suchasfamily,friends,neighbors,andacquaintances.3.Marketingsources.advertising,salespeople,dealers,packaging,anddisplays.Generally,thisistheprimarysourceofinformationaboutaparticularproduct.purchase.ConsumerDecisionMaking334.Publicsources.publicity,suchasanewspaperarticleabouttheproduct,andindependentratingsoftheproduct,suchasConsumerReports.5.Experientialsources.handling,examining,andperhapstryingtheproductwhileshopping.ConsumerDecisionMaking34AlternativeEvaluationtheconsumerevaluatesalternativesonthebasisofwhatheorshehaslearned.PurchaseDecisiontheactualpurchaseisacommonresultofsearchandevaluation.apurchaseinvolvesmanydecisions,whichincludeproducttype,brand,model,dealerselection,andmethodofpaymentConsumerDecisionMaking35PostpurchaseEvaluationpostpurchasesatisfaction:theindividualfindsthataparticularproductfulfillstheneedforwhichitwaspurchased.postpurchasedissonance:theindividualhasdoubtsandsecondthough
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