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Details Title: Consumer Marketing 3 Description: Consumer Marketing 3 Total Flash Cards: 27 Created: 05/02/2007 19:02:22	To study from this set of flash cards, or to create your own your own study flash cards, register HERE. If you are already a registered user, CLICK HERE.
Cards Term Attribution theory Definition if a consumer can explain a service failure as a "fluke", then consumer will exp. less dissatisfaction with the company than if the failure was perceived as the company's fault Term norms Definition what a culture delineates what is right, good, and important. Term overprivileged Definition poeple with high incomes within a particular social class Term Surrogate consumers Definition individuals who act as agents retained by consumers to guide, direct, and/or transact marketplace activities Term Popular Culture Definition New ideas and trends that constantly bubble to the surface, based on the interplay of movements and counter-movements between cultural valies, material env., and institutional env. Term Geodemographics Definition Takes as a unit of analysis the neighborhood and obtains demographic info on consumers within such neighborhoods Term role Definition consists of specific behavior expected of a person in a position Term outcomes Definition benefits and liabilities received from an exchange Term High involvement event such as purchasing a home is is known as what type of consumer performance? Definition dramastistic performance Term Primary group Definition group in which a person is a member and with which that person interacts on a face-to-face basis. Term gift giving occasions Definition Religious holidays, leavings and comings, and birth-related days. Term Which country is it especially important to take extra time to form business relationships? Definition Japan Term Linear separable Definition type of time that people divide into a past, present and future and that people speak of as "killing time, wasting time, and using time" Term ritual Definition standardized sequences of actions that are periodically repeated Term Trickle-down Definition proposes that trends, particularly fashion, beginning with the wealthy Term reification Definition people act as though time is a real thing Term Social class Definition relatively permanent and homogeneous strata within a society that differ in their status, wealth, education, and values Term Group polarization phenomenon Definition tendency of groups to cause people to shift their decisions either in a more cautious or a more risky direction. Term satisfaction/dissatisfaction Definition phase of the postacquisiton process that includes investigating the formation of bread expectations Term RATER Definition used to recall 5 factors influencing the perception of service quality Term word-of-mouth Definition most effective type of communication Term Value-expressive influence Definition Influence that groups have on individuals resulting from the person attempting to express attitudes consistent with those of the group. Term innovation Definition A product that has been recently introduced and is perceived by consumers to be new in relation to existing products Term commitment Definition emotional/psychological attachments to a brand within a product class. Term social comparison Definition process through which people evaluate the "correctness" of their opinions and the extent of their abilities Term status crystallization Definition consistency with which an individual reveals a particular social class across a number of dimensions Term reference group Definition a group whose values, norms, attitudes, or beliefs, are used as a guide for behavior by an individual.