1
Q
What is a reference group?
A
individuals who have significant relevance for a consumer and who have an impact on the consumer’s evaluations, aspirations, and behavior
2
Q
what is group influence?
A
ways in which group members influence others within the group
3
Q
What is ingroup?
A
a group that a person identifies with as a member
4
Q
what is outgroup?
A
a group with which a person does not identify
5
Q
what is primary group?
A
group that includes members who have frequent, direct contact with one another
6
Q
what is secondary group?
A
group to which a consumer belongs, with less frequent contact and weaker influence than that found in a primary group. Example could be collegues
7
Q
what is brand community?
A
group of consumers who develop relationships based on shared interests or product usage
8
Q
what is formal group?
A
group in which a consumer formally becomes a member. Example Collegues
9
Q
what is informal group?
A
group that has no membership or application requirements and that may have no code of conduct. Example friendships
10
Q
what is aspirational group?
A
group in which a consumer desires to become a member
11
Q
what is dissociative group?
A
group to which a consumer does not want to belong
12
Q
what is conformity?
A
result of group influence in which an individual yields to the attitudes and behaviors of others
13
Q
what is authority?
A
the ability of a person or group to enforce the obedience of others
14
Q
what is peer pressure?
A
extent to which group members feel pressure to behave in accordance with group expectations
15
Q
What is social power?
A
ability of an individual or a group to alter the actions of others
16
Q
what is informational influence?
A
consumer uses the behaviors and attitudes of reference groups as information for making his or her own decisions
17
Q
What is utilitarian influence?
A
ways in which a consumer conforms to group expectations in order to receive a reward or avoid punishment
18
Q
what is value expressive influence?
A
ways in which a consumer internalizes a group’s values or the extent to which consumers join groups in order to express their own closely held values and beliefs
19
Q
what is social media
A
media through which communication occurs
20
Q
what is social networks?
A
consumers connecting with one another based on common interests
21
Q
what is social networking website?
A
website that facilitates online social networking
22
Q
what is apps?
A
mobile application software that runs on devices like smartphones, tablets, and other computer-based tools
23
Q
what is social gaming?
A
online or app-based game played on a social media platform
24
Q
what is social buying?
A
consumer buying behavior that takes place on social networking sites
25
what is social couponing?
type of buying where consumers receive a coupon, or deal, by joining a special social networking website
26
what is susceptibility to interpersonal influence?
individual difference variable that assesses a consumer’s need to enhance the image others hold of him or her by acquiring and using products, conforming to the expectations of others, and learning about products by observing others
27
What is attention to social comparison Information (ATSCI)?
the extent to which consumers are concerned about how other people react to their behavior
28
What is separated self-schema?
the degree to which a consumer perceives himself or herself as distinct and separate from others
29
what is connected self schema?
the extent to which a consumer perceives himself or herself as being an integral part of a group
30
What is word of mouth (WOM)?
information about products, services, and experiences that is transmitted from consumer to consumer
31
what is social media marketing?
the practice of using social media to generate consumer interest in a product, service, or idea
32
what is buzz marketing?
marketing efforts that focus on generating excitement among consumers and that are spread from consumer to consumer
33
what is guerilla marketing?
marketing of a product using unconventional means
34
what is viral marketing?
marketing method that uses online technologies to facilitate WOM by having consumers spread messages through their online conversations
35
what is stealth marketing?
guerrilla marketing tactic in which consumers do not realize that they are being targeted for a marketing message
36
What is opinion leaders?
consumer who has a great deal of influence on the behavior of others relating to product adoption and purchase
37
what is market maven?
consumer who spreads information about all types of products and services that are available in the marketplace
38
what is surrogate consumer?
consumer who is hired by another to provide input into a purchase decision. Example interior decorators and stock brokers.
39
what is diffusion process?
way in which new products are adopted and spread throughout a marketplace
40
what is house hold decision making?
process by which decisions are made in household units
41
what is family house hold
at least two people who are related by blood or marriage who occupy a housing unit
42
what is nuclear family?
a mother, a father, and a set of siblings
43
what is extended family?
three or more generations of family members
44
what is household life cycle?
segmentation technique that acknowledges that changes in family composition and income alter household demand for products and services
45
what is boomerang kids?
young adults between the ages of 18 and 34 who move back home with their parents after they graduate from college
46
what is sandwhich generation?
consumers who must take care of both their own children and their aging parents
47
what is sex role orientation (SRO)?
family’s set of beliefs regarding the ways in which household decisions are reached
48
what is consumer socialization?
the process through which young consumers develop attitudes and learn skills that help them function in the marketplace
49
what is consumer culture?
commonly held societal beliefs that define what is socially gratifying
50
what is cultural norm?
rule that specifies the appropriate consumer behavior in a given situation within a specific culture
51
what is culutural sanction?
penalty associated with performing a nongratifying or culturally inconsistent behavior
52
what are role expectations?
the specific expectations that are associated with each type of person within a culture or society
53
what are ecological factors?
physical characteristics that describe the physical environment of a particular place
54
what is tradition?
customs and accepted ways of everyday behavior in a given culture
55
what are core societal values (CSV's)
commonly agreed-upon consensus about the most preferable ways of living within a society, also known as cultural values
56
what is individualism?
extent to which people are expected to take care of themselves and their immediate families
57
what is collectivism?
extent to which an individual’s life is intertwined with a large cohesive group
58
what is masculinity?
sex role distinction within a group that values assertiveness and control; CSV opposite of femininity
59
what is femininity?
sex role distinction within a group that emphasizes the prioritization of relational variables such as caring, conciliation, and community; CSV opposite of masculinity
60
what is power distance?
extent to which authority and privileges are divided among different groups within society and the extent to which these facts of life are accepted by the people within the society
61
what is uncertainity avoidance?
extent to which a culture is uncomfortable with things that are ambiguous or unknown
62
what is long term orientation?
values consistent with Confucian philosophy and a pragmatic prioritization of future rewards over short-term benefits
63
what is guanxi?
Chinese term for a way of doing business in which parties must first invest time and resources in getting to know one another and becoming comfortable with one another before consummating any important deal
64
what is renquing?
the idea that favors given to another are reciprocal and must be returned
65
what is indulgence restraint?
a cultural value dimension distinguishing societies based on how oriented people are toward immediate fun and enjoyment versus restraining oneself from much indulgence in such things
66
what is BRIC
acronym that refers to the collective economies of Brazil, Russia, India, and China
67
what is culutre distance?
representation of how different one nation is from another in terms of their CSV
68
what is canzus?
acronym that refers to the close similarity in values among Canada, Australia, New Zealand, and the United States
69
what is socialization?
learning through observation of and the active processing of information about lived, everyday experience
70
what is enculuration?
way people learn their native culture
71
what is acculturation?
process by which consumers come to learn a culture other than their natural, native culture
72
what is ethnic identification?
degree to which consumers feel a sense of belonging to the culture of their ethnic origins
73
What is consumer Ethnocentrism?
belief among consumers that their ethnic group and products are superior to others
74
What is quartet of institutions?
four groups responsible for communicating the CSVs through both formal and informal processes: family, school, church, and media
75
what is modeling?
process of imitating others’ behavior; a form of observational learning
76
what is verbal communication?
transfer of information through either the literal spoken or written word
77
what are dialects?
variations of a common language
78
what is translational equivalence?
two phrases share the same precise meaning in two different cultures
79
what is metric equivalance?
using to draw conclusions the same way across cultures.
80
what is globish?
simplified form of English that reduces the vocabulary to around 1,500 words and eliminates grammatical complications
81
what is nonverbal communication?
information passed through some nonverbal act
82
what is body langauge?
nonverbal communication cues signaled by somatic responses
83
what is etiquette?
customary mannerisms consumers use in common social situations
84
what is chindia?
combined market and business potential of China and India
85
what is glocalization?
idea that marketing strategy may be global but the implementation of that strategy at the marketing tactics level should be local
86
what is microculture?
a group of people who share similar values and tastes that are included within a larger culture
87
what is role conflict?
A situation where the demands of two or more groups are incompatible. Example study for an exam or attend brother's b-day party.
88
what is divergence?
situation in which consumers choose membership in microcultures in an effort to stand out or define themselves from the crowd
89
what are sex roles?
societal expectations for men and women among members of a cultural group
90
what is cognitive structuring?
term that refers to the reliance on schema-based heuristics in making decisions
91
what is age-based microculture?
people of the same age end up sharing many of the same values and develop similar consumer preferences
92
what is world teen culture?
speculation that teenagers around the world are more similar to each other than to people from other generations in the same culture
93
what is a cohort?
a group of people who have lived the same major experiences in their lives
94
what is stigmatization?
a situation in which consumers are marked in some way that indicates their place in society
95
what is biculutral?
used to describe immigrants as they face decisions and form preferences based on their old or new cultures
96
what is social class?
a culturally defined group to which a consumer belongs based on resources like prestige, income, occupation, and education
97
what is habitus?
mental structures through which individuals perceive the world based largely on their standing in a social class
98
what is homogamy?
the finding that most marriages are people from similar classes
99
what is social stratification?
the division of society into classes that have unequal access to scarce and valuable resources
100
what is status symbols?
products or objects that are used to signal one’s place in society
101
what is demographic analysis?
a profile of a consumer group based on their demographics
102
what are temporal factors?
situational characteristics related to time
103
what are time pressures?
urgency to act based on some real or self-imposed deadline
104
what is discretionary (spare) Time?
the days, hours, or minutes that are not obligated toward some compulsory and time-consuming activity
105
what is seasonality?
regularly occurring conditions that vary with the time of year
106
what is circadian cycle?
rhythm (level of energy) of the human body that varies with the time of day
107
what is advertiming?
ad buys that run the advertisement primarily at times when customers will be most receptive to the message
108
what is near field communication?
Wi-fi–like systems communicating with specific devices within a defined space like inside or around the perimeter of a retail unit or signage
109
what is shopping?
set of value-producing consumer activities that directly increase the likelihood that something will be purchased
110
what is smart agent software?
software capable of learning an Internet user’s preferences and automatically searching out information in selected websites and then distributing it
111
what is acquisitional shopping?
activities oriented toward a specific, intended purchase or purchases
112
what is epistemic shopping?
activities oriented toward acquiring knowledge about products
113
what is experiential shopping
recreationally oriented activities designed to provide interest, excitement, relaxation, fun, social interaction, or some other desired feeling
114
what is impulsive shopping?
spontaneous activities characterized by a diminished regard for consequences, spontaneity, and a desire for immediate self-fulfillment
115
what is outshopping?
shopping in a city or town to which consumers must travel rather than in their own hometowns
116
what is reversal theory?
tries to explain how environmental elements can lead to near 180-degree changes in shopping orientation
117
what is personal shopping value (PSV)?
overall subjective worth of a shopping activity considering all associated costs and benefits
118
what is utilitarian shopping value?
worth obtained because some shopping task or job is completed successfully
119
what is hedonic shopping value?
worth of a shopping activity because the time spent doing the activity itself is personally gratifying
120
what is funcitonal quality?
retail positioning that emphasizes tangible things like a wide selection of goods, low prices, guarantees, and knowledgeable employees
121
what is affective quality?
retail positioning that emphasizes a unique environment, exciting décor, friendly employees, and, in general, the feelings experienced in a retail place
122
what is retail personality?
way a retail store is defined in the mind of a shopper based on the combination of functional and affective qualities
123
what is impulsive consumption?
consumption acts characterized by spontaneity, a diminished regard for consequences, and a need for self-fulfillment
124
what is unplanned shopping?
shopping activity that shares some, but not all, characteristics of truly impulsive consumer behavior; being characterized by situational memory, a utilitarian orientation, and feelings of spontaneity
125
what is impulsivity?
personality trait that represents how sensitive a consumer is to immediate rewards
126
what is consumer self regulation?
tendency for consumers to inhibit outside, or situational, influences from interfering with shopping intentions
127
what is action oriented?
consumers with a high capacity to self-regulate their behavior
128
what is state oriented?
consumers with a low capacity to self-regulate their behavior.
129
what is atmoshperics?
emotional nature of an environment or the feelings created by the total aura of physical attributes that comprise a physical environment
130
what is service scapes?
physical environment in which consumer services are performed
131
what is fit?
how appropriate the elements of a given environment are
132
what is congruity?
how consistent the elements of an environment are with one another
133
what is olfactory?
refers to humans’ processing of smells
134
what is foreground music?
music that becomes the focal point of attention and can have strong effects on a consumer’s willingness to approach or avoid an environment
135
what is background music?
music played below the audible threshold that would make it the center of attention
136
what is crowding?
density of people and objects within a given space
137
what is nonlinear effect?
a plot of an effect that does not make a straight line
138
what is source attrativeness?
a way of promoting products based on some source which is considered to be attractive by most of the customers
139
what is emotional ability?
capability of a salesperson to convey emotional information to shape a more valuable outcome for consumers
140
what is social comparison?
a naturally occurring mental personal comparison of the self with a target individual within the environment
141
what is antecedent?
situational characteristics that a consumer brings to information processing
142
what is mental budgeting?
memory accounting for recent spending
143
what is rational decision making perspective?
assumes consumers diligently gather information about purchases, carefully compare various brands of products on salient attributes, and make informed decisions regarding what brand to buy
144
what is experiental decsion making perspective?
assumes consumers often make purchases and reach decisions based on the affect, or feeling, attached to the product or behavior under consideration
145
what is variety seeking behavior?
seeking new brands or products as a response to boredom or to satisfy a perceived need for change
146
what is behavioral influence decison making perspective?
assumes many consumer decisions are actually learned responses to environmental influences
147
what is percieved risk?
perception of the negative consequences that are likely to result from a course of action and the uncertainty of which course of action is best to take
148
what is extended decsion making?
consumers move diligently through various problem-solving activities in search of the best information that will help them reach a decision
149
what is limited decsion making?
consumers search very little for information and often reach decisions based largely on prior beliefs about products and their attributes
150
what is habitual decsion making?
consumers generally do not seek information at all when a problem is recognized and select a product based on habit
151
what is brand loyalty?
deeply held commitment to rebuy a product or service regardless of situational influences that could lead to switching behavior
152
what is brand inertia?
occurs when a consumer simply buys a product repeatedly without any real attachment
153
what is satisficing?
practice of using decision-making shortcuts to arrive at satisfactory, rather than optimal, decisions
154
what is actual state?
consumer’s perceived current state
155
what is desired state?
perceived state for which a consumer strives
156
what is consumer search behavior?
behaviors that consumers engage in as they seek information that can be used to satisfy needs
157
what is ongoing search?
search effort that is not necessarily focused on an upcoming purchase or decision but rather on staying up to date on the topic
158
what is prepurchase search?
search effort aimed at finding information to solve an immediate problem
159
what is informational overload?
situation in which consumers are presented with so much information that they cannot fully understand the information presented
160
what is internal search?
retrieval of knowledge stored in memory about products, services, and experiences
161
what is consideration set?
alternatives that are considered acceptable for further consideration in decision making
162
what is universal set?
total collection of all possible solutions to a consumer problem
163
what is awareness set?
set of alternatives of which a consumer is aware
164
what is inept set?
alternatives in the awareness set that are deemed to be unacceptable for further consideration
165
what is inert set?
alternatives in the awareness set about which consumers are indifferent or do not hold strong feelings
166
what is external search?
gathering of information from sources external to the consumer such as friends, family, salespeople, advertising, independent research reports, and the Internet
167
what is price?
information that signals the amount of potential value contained in a product
168
what is quality?
perceived overall goodness or badness of some product
169
what is search regret?
negative emotions that come from failed search processes
170
what is evaluative criteria?
attributes that consumers consider when reviewing alternative solutions to a problem
171
what is feature?
performance characteristic of an object
172
what is benefit?
perceived favorable results derived from a particular feature
173
what is determinant critera?
criteria that are most carefully considered and directly related to the actual choice that is made
174
what is bounded rationality?
idea that consumers attempt to act rationally within their information-processing constraints
175
what is affect based evaluation?
consumers evaluate products based on the overall feeling that is evoked by the alternative
176
what is attribute based evaluation?
evaluative process wherein alternatives are evaluated across a set of attributes that are considered relevant to the purchase situation
177
what is product categories?
mental representations of stored knowledge about groups of products
178
what is perceptual attributes?
attributes that are visually apparent and easily recognizable
179
what is underlying attributes?
attributes that are not readily apparent and can be learned only through experience or contact with the product
180
what is signal?
attribute that consumers use to infer something about another attribute
181
what are judgements?
mental assessments of the presence of attributes and the benefits associated with those attributes.
182
what is attribute correlation?
perceived relationship between product features
183
what is conjoint analysis?
a statistical marketing research technique that measures what consumers value most about a given product or service
184
what is compensatory rule?
decision rule that allows consumers to select products that may perform poorly on one criterion by compensating for the poor performance by good performance on another
185
what is noncompensatory rule?
decision rule in which strict guidelines are set prior to selection and any option that does not meet the guidelines is eliminated from consideration
186
what is conjunctive rule?
noncompensatory decision rule where the option selected must surpass a minimum cutoff across all relevant attributes
187
what is disjuncitve rule?
noncompensatory decision rule where the option selected surpasses a relatively high cutoff point on any attribute
188
what is lexicogrpahic rule?
noncompensatory decision rule where the option selected is thought to perform best on the most important attribute
189
what is elimination by aspects rule (EBA)?
noncompensatory decision rule where the consumer begins evaluating options by first looking at the most important attribute and eliminating any option that does not meet a minimum cutoff point for that attribute, and where subsequent evaluations proceed in order of importance until only one option remains
190
what is potiential value?
benefits not yet realized from a service because they have yet to be consumed
191
what is durable goods?
goods that are typically expensive and usually consumed over a long period of time
192
what are nondurable goods?
goods that are typically inexpensive and usually consumed quickly
193
what is consumption frequency?
number of times a product or service is consumed in a given period of time
194
what is authenticity?
the degree to which an object, person, or experience seems real or genuine.
195
what is meaning transference?
process through which cultural meaning is transferred to a product and onto the consumer
196
what is topline performance?
a business term referring to sales growth (sales being at the top of an earnings statement)
197
what is consumption satisfaction?
mild, positive emotion resulting from a favorable appraisal of a consumption outcome
198
what is consumer dissatisfacton?
mild, negative affective reaction resulting from an unfavorable appraisal of a consumption outcome
199
what is expentecy/ disconfirmation theory?
theory that proposes that consumers use expectations as a benchmark against which performance perceptions are judged
200
what is positive disconfirmation?
according to the expectancy/disconfirmation approach, a perceived state wherein performance perceptions exceed expectations
201
what is negative disconfirmation
according to the expectancy/disconfirmation approach, a perceived state wherein performance perceptions fall short of expectations
202
what are expectations?
pre-consumption beliefs of what will occur during an exchange and consumption of a product
203
what is hope?
a fundamental emotion evoked by positive, anticipatory appraisals that signal uncertainty about a potentially positive outcome
204
what is confirmatory bias?
tendency for expectations to guide performance perceptions
205
what is self-perception theory?
theory that states that consumers are motivated to act in accordance with their attitudes and behaviors
206
what is service quality?
overall goodness or badness of a service experience, which is often measured by SERVQUAL
207
what is SERVQUAL?
way of measuring service quality that captures consumers’ disconfirmation of service expectations
208
what is desire?
level of a particular benefit that will lead to a valued end state
209
what is equity theory?
theory that proposes that people compare their own level of inputs and outcomes to those of another party in an exchange
210
what is distributive fairness?
refers to the way a consumer judges the outcomes of an exchange
211
what is interactional fairness?
captures how fairly a consumer believes he or she was treated when dealing with service personnel in resolving some issue
212
what is attribution theory?
consumers look for the cause of particular consumption experiences when arriving at satisfaction
213
what is cognitive dissonace?
an uncomfortable feeling that occurs when a consumer has lingering doubts about a decision that has occurred
214
what is left skewed?
distribution of responses consistent with most respondents choosing responses so the distribution is clustered toward the positive end of the scale
215
what is consumer refuse?
any packaging that is no longer necessary for consumption to take place or, in some cases, the actual good that is no longer providing value to the consumer
216
what is e-waste?
the mass of discarded electronics such as cell phones, old computers, and tablets
217
what are packrats?
The packrat is innovative, because he is constantly thinking about how to extend the life of his possessions, either by considering new ways to use old products or by ensuring that they have a new home with another consumer
218
what is procedual justice?
an equity-based cognition representing the extent that consumers believe the processes involved in processing a transaction, performing a service, or handling any complaint are fair
219
what is a critical incident?
exchange between consumers and businesses that the consumer views as unusually negative with implications for the relationship
220
what is complaining behavior?
action that occurs when a consumer actively seeks out someone (supervisor, service provider, etc.) with whom to share an opinion regarding a negative consumption event
221
what is rancorus revenge?
is when a consumer yells insults and makes a public scene in an effort to harm the business in response to an unsatisfactory experience
222
what is retaliatory revenge?
consumer becomes violent with employees and/or tries to vandalize a business in response to an unsatisfactory experience
223
what is negative word of mouth?
(negative WOM); action that takes place when consumers pass on negative information about a company from one to another
224
what is postive WOM?
action that occurs when consumers spread information from one to another about positive consumption experiences with companies
225
what is negative public publicity?
action that occurs when negative WOM spreads on a relatively large scale, possibly even involving media coverage
226
what is third party endorsement?
one form of publicity in which an ostensibly objective outsider (neither the customer nor the business) provides publicly available purchase recommendations or evaluations
227
what is switching?
times when a consumer chooses a competing choice, rather than the previously purchased choice, on the next purchase occasion
228
what are switching costs?
costs associated with changing from one choice (brand/retailer/service provider) to another
229
what are procedural switching costs?
lost time and extended effort spent in learning ways of using some product offering
230
what are financial switching costs?
total economic resources that must be spent or invested as a consumer learns how to obtain value from a new product choice
231
what are relational switching costs?
emotional and psychological consequences of changing from one brand/retailer/service provider to another
232
what is competitive intensity?
number of firms competing for business within a specific category
233
what is customer share?
Amount of money or resources spent at one brand compared to another. Indicator for brand loyalty.
234
what is share of wallet?
customer share
235
what is customer inertia?
situation in which a consumer tends to continue a pattern of behavior until some stronger force motivates him or her to change
236
what is loyalty card/ program?
device that encourages repeated purchasing and keeps track of the amount of purchasing a consumer has had with a given marketer once some level is reached
237
what is customer commitment?
sense of attachment, dedication, and identification
238
what are antiloyal customers
consumers who will do everything possible to avoid doing business with a particular marketer
239
what is relationship quality?
degree of connectedness between a consumer and a retailer
240
what is consumer misbehavior?
behaviors that are in some way unethical and that potentially harm the self or others
241
what are moral beliefs?
beliefs about the perceived ethicality or morality of behaviors
242
what are moral equity?
beliefs regarding an act’s fairness or justness
243
what is contractualism?
beliefs about the violation of written (or unwritten) laws
244
what is relatvism?
beliefs about the social acceptability of an act in a culture
245
what is deontological evaluations?
evaluations regarding the inherent rightness or wrongness of specific actions
246
what are teleological evaluations?
consumers’ assessment of the goodness or badness of the consequences of actions
247
what is consumer problem behavior?
consumer behavior that is deemed to be unacceptable but that is seemingly beyond the control of the consumer. Example compulsive shopping, binge drinking, and eating disorders.
248
what is compulsive consupmtion?
repetitive, excessive, and purposeful consumer behaviors that are performed as a response to tension, anxiety, or obtrusive thoughts
249
what is addictive consumption?
physiological dependency on the consumption of a consumer product
250
what is compulsive buying?
chronic, repetitive purchasing that is a response to negative events or feelings
251
what is compulsive shopping?
repetitive shopping behaviors
252
what is binge eating?
consumption of large amounts of food while feeling a general loss of control over food intake
253
what is binge drinking?
consumption of five or more drinks in a single drinking session for men and four or more drinks for women
254
what is problem gambling?
obsession over the thought of gambling and the loss of control over gambling behavior and its consequences
255
what are ethics?
standards or moral codes of conduct to which a person, group, or organization adheres
256
what are marketing ethics?
societal and professional standards of right and fair practices that are expected of marketing managers as they develop and implement marketing strategies
257
what is marketing concept?
states a firm should focus on consumer needs as a means of achieving long-term success
258
what is consumerism?
The power of consumers voices to change actions. And the activities they go through to achieve those actions.
259
what is consumer bill of rights?
introduced by President John F. Kennedy in 1962, list of rights that include the right to safety, the right to be informed, the right to redress and to be heard, and the right to choice
260
what are morals?
personal standards and beliefs used to guide individual action
261
what is corporate social responsibility CSR?
organization’s activities and status related to its societal obligations
262
what is societal marketing concpet?
marketing concept that states that marketers should consider not only the wants and needs of consumers but also the needs of society
263
what is deceptive advertising?
message that omits information that is important in influencing a consumer’s buying behavior and is likely to mislead consumers acting reasonably
264
what is puffery?
practice of making exaggerated claims about a product and its superiority
265
what is planned obsolescence?
act of planning the premature discontinuance of product models that perform adequately
266
what is sales orientation?
practice of using sales techniques that are aimed at satisfying the salesperson’s own needs and motives for short-term sales success
267
what is customer orientaton?
practice of using sales techniques that focus on customer needs
268
what is foot in the door technique?
ingratiation technique used in personal selling in which a salesperson begins with a small request and slowly leads up to one major request
269
what is door in the face technique?
ingratiation technique used in personal selling in which a salesperson begins with a major request and then follows with a series of smaller requests
270
what is even a penny will help technique?
ingratiation technique in which a marketing message is sent that suggests that even the smallest donation, such as a penny or a dollar, will help a cause
271
what is “I’m working for you!” technique?
technique used by salespeople to create the perception that they are working as hard as possible to close a sale when they really are not doing so
272
what is product liability?
extent to which businesses are held responsible for product-related injuries
273
what is strict liability?
legal action against a firm whereby a consumer demonstrates in court that an injury occurred and that the product associated with the injury was faulty in some way
274
what is negligence?
situation whereby an injured consumer attempts to show that a firm could foresee a potential injury might occur and then decided not to act on that knowledge
275
what are punitive damages?
damages that are sought to punish a company for behavior associated with an injury
276
what are compensatory damges?
damages that are intended to cover costs incurred by a consumer due to an injury
