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53 Cards in this Set
- Front
- Back
Consumption situation
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defined by factors beyond characteristics of the person and of the product that influence the buying and/or using of products and services. Situational effects can be behavioral
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Day Reconstruction Method
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Keeping a diary of everything you do, participants woke up a little grumpy byt soon entered a state of mild pleasure that increased y degrees through the day, punctuated by occasional bouts of anxiety.
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Situational self image
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Who am I right now?
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Co-consumers
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other patrons in a setting.
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Density
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the actual number of people occupying a space
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Crowding
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psychological state that exists only if a negative affective state occurs as a result of density.
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Time poverty
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a feeling of having less time available than is required to meet the demands of everyday living
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Flow time
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In a flow state we become so absorbed in an activity that we notice nothing else. Not a good time to be hitting people with ads.
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Occasion time
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Special moments when something monumental occurs, such as a birth or an important job interview. Ads clearly relevant to the situation will be given our undivided attention.
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Deadline time
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When we're working against the clock. This is the worst time to catch someone's attention.
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Leisure time
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During downtime, we are more likely to notice ads and perhaps try new things.
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Time to kill
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Waiting for something to happen such as catching a plane or sitting in a waiting room. This is bonus time, where we feel we have the luxury to focus on extraneous thins. As a result we are more receptive to commercial messages, even for products we don't normally use.
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Four dimensions of time
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Social dimension, temporal orientation dimension, planning orientation dimension, polychonic orientation dimension.
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Social dimension
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individuals' categorization of time as either "time for me" or "time with/for others"
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Temporal orientation dimension
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the relative significance individuals attach to past, present, or future
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Planning orientation dimension
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alludes to different time management styles varying on a continuum from analytic to spontaneous.
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Polychronic orientation dimension
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distinguishes between people who prefer to do one thing at a time from those who have multitasking timestyles.
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Linear separable time
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events proceed in an orderly sequence and different times are well defined
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Procedural time
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people simply decide to do something when the time is right.
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Circular or cyclic time
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people are governed by natural cycles such as the regular occurrence of the seasons (perspective many hispanic cultures share). The notion of the future does not make sense, because that time will be much like the present.
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Queuing theory
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the mathematical study of waiting lines
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Pleasure and arousal
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determine if a shopper will react positively or negatively to a consumption environment
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Shopping orientation
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General attitudes about shopping. May vary depending on the particular product categories and store types we consider.
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Retail theming
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strategy where stores create imaginative environments that transport shoppers to fantasy worlds or provide other kinds of stimulation
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Landscape themes
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rely upon associations with images of nature, Earth, animals, and the physical body.
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Marketscape themes
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build upon associations with man made places
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Cyberspace themes
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built around images of information and communications technology.
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Mindscape themes
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draw on abstract ideas and concepts, introspection, and fantasy, and often possess spiritual overtones.
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Store image
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a store’s “personality,” composed of such attributes as location, merchandise suitability, and the knowledge and congeniality of the sales staff
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Atmospherics
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the use of space and physical features in store design to evoke certain effects in buyers
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Activity stores
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a retailing concept that lets consumers participate in the production of the products or services being sold in the store
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unplanned buying
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occurs when a person is unfamiliar with a store's layout or perhaps when under some time pressure; or, a person may be reminded to buy something by seeing it on a store shelf. Research attributes about one third of unplanned buying to the recognition of new needs while within the store.
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Pop-up store
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temporary location that allows a company to test new brands without a huge financial commitment--while in some cases also adding a sense of excitement to the fickle world of fashion.
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impulse buying
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a process that occurs when the consumer experiences a sudden urge to purchase an item that he or she cannot resist
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Planners
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know what products and specific brands they will buy beforehan.
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Partial planners
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know they need certain products, but do not decide on specific brands until they are in the store
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impulse purchasers
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do not advanced planning whatsoever.
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Point-of-purchase stimuli
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the promotional materials that are deployed in stores or other outlets to influence consumers’ decisions at the time products are purchased
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Exchange theory
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the perspective that every interaction involves an exchange of value
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Consumer satisfaction/dissatisfaction (CS/D)
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the overall attitude a person has about a product after it has been purchased. Consumers engage in a constant process of evaluating the things they buy as they integrate these products into their daily consumption activities.
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Expectancy Disconfirmation Model
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Consumers form beliefs about product performance based on prior experience with the product and/or communications about the product that imply a certain level of quality.
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Managing expectations
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customer dissatisfaction is usually due to expectations exceeding the company's ability to deliver.
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Voice response
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the consumer can appeal directly to the retailer for redress (refund)
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Private response
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Express dissatisfaction about the store or product to friends and/or boycott the store. Negative word of mouth (WOM) can be very damaging to a store's reputation.
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Third-party response
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The consumer can take legal action against the merchant, register a complaint with the better business bureau, or perhaps write a letter to the newspaper
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Gemba
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Japanese term for the one true source of information
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Freecycling
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the practice of giving away useful but unwanted goods to keep them out of landfills and maybe to help someone less fortunate in the process.
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Lateral cycling
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a process in which already-purchased objects are sold to others or exchanged for other items
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Divestment Rituals
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the steps people take to gradually distance themselves from things they treasure so that they can sell them or give them away
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Iconic transfer ritual
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taking pictures and videos of objects before selling them.
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Transition-place ritual
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Putting items in an out of the way location such as a garage or attic before disposing of them.
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Ritual cleansing
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Washing, ironing, and/or meticulously wrapping the item.
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Underground economy
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secondary markets (such as flea markets) where transactions are not officially recorded
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