Term
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Definition
| A measure of whether or not a customer's total shopping experience has met or exceeded his or her expectations |
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Term
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Definition
| Activities performed by a retailer that influence (1) the ease with which a potential customer can shop or learn about a store's offering, (2) the ease with which a transaction can be completed once the customer attempts to make a purchase, and (3) the customer's satisfaction with the product or service after purchase |
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Term
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Definition
| Method retailers use to segment, or break down, heterogeneous consumer populations into smaller, more homogeneous groups based on certain characteristics; helps retailers understand who their customers are, how they think, and what they do |
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Definition
| Data used by retailers that classify consumers by such factors as population growth trends, age distributions, ethnic makeup and geographic trends |
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Definition
| Tailoring merchandise in a store to match the preferences of the neighborhood |
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Definition
| disposable income minus money needed for necessities to sustain life, such as minimal housing, minimal food, and minimal clothing |
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Term
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Definition
| A cue (external to the individual) or drive (internal to the individual) that causes the individual to take some form of action |
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Definition
| Any object or phenomenon in the environment that is capable of eliciting a response |
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Definition
| Motivating force that directs behavior |
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Term
| Passive Information Gathering |
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Definition
| Receiving and processing information about merchandise, services, stores, shopping convenience, parking, advertising, and any other factor that a consumer might consider in making a decision of where to shop and what to purchase |
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Term
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Definition
| When a consumer's desired state of affairs departs sufficiently from his or her actual state of affairs |
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Term
| Metropolitan Statistical Areas (MSA) |
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Definition
| Metropolitan area with a population greater than 50,000 |
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Term
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Definition
| A contemporary phenomenon of the changing American household in which adult children leave but return later to live with their parents |
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Term
| Sandwich Generational Family or Tri-generational Family |
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Definition
| Arrangement in which all three generations of a family-- parents, grandparents, and children-- live under the same roof. |
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Definition
| All personal income minus personal taxes |
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Term
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Definition
| When a consumer relies on past experience and converts the problem into a situation that requires less thought |
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Term
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Definition
| When a consumer has a strong preference for either a brand or a store but not both |
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Term
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Definition
| When a consumer recognizes a problem exists but does not have a strong preference for either a brand or a store |
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Term
| Active Information Gathering |
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Definition
| When a consumer proactively gathers information |
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Term
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Definition
| When a consumer's dissatisfaction with a product or service leads to feelings of resentment towards the retailer |
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Term
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Definition
| Characteristics of the store and its products and services; include such things as price, product quality, store hours, knowledgeable sales help, convenient parking, and after-sales service |
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