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9-104/18/23Copyright © 2011 Pearson Education, Inc. publishing as Prentice Hall
Chapter 9
Buying and Disposing
CONSUMER BEHAVIOR, 9eMichael R. Solomon
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Chapter Objectives
When you finish this chapter, you should understand why:
• Factors at the time of purchase dramatically influence the consumer decision-making process.
• In addition to what a shopper already knows or believes about a product, information, a store, or Web site provides can strongly influence a purchase decision.
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Chapter Objectives (continued)
• A salesperson can be the crucial link between interest in a product and its actual purchase.
• Marketers need to be concerned about a consumer’s evaluations of a product after he buys it as well as before.
• Getting rid of products when consumers no longer need or want them is a major concern both to marketers and to public policy makers.
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Figure 9.1 Issues Related to Purchase and Postpurchase Activities
• A consumer’s choices are affected by many personal factors…and the sale doesn’t end at the time of purchase
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Situational Influences
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Social and Physical Surroundings
• Affect a consumer’s motives for product usage and product evaluation
• Décor, odors, temperature
• Co-consumers as product attribute
• Large numbers of people = arousal
• Interpretation of arousal: density versus crowding
• Type of patrons
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Temporal Factors: Economic Time
Timestyle
Time Poverty
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Temporal Factors: Psychological Time
Social
Temporal Orientation
Planning Orientation
Polychronic
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Five Perspectives on Time
• Time is a _____.
• Pressure cooker
• Map
• Mirror
• River
• Feast
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Temporal Factors: The Experience of Time
• Culture and the experience of time
• Linear separable time
• Procedural time
• Circular/cyclic time
• Queuing theory
• Waiting for product = good quality
• Too much waiting = negative feelings
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Figure 9.2 Drawings of Time
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Figure 9.3 The Shopping Experience:Dimensions of Emotional States
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Reasons for Shopping
• Social experiences
• Sharing of common interests
• Interpersonal attraction
• Instant status
• The thrill of the hunt
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E-Commerce: Clicks versus Bricks
• Benefits: good customer service, more options, more convenient
• Limitations: lack of security, fraud, actual shopping experience, shipping charges
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Discussion
• Will e-commerce eventually replace traditional brick-and-mortar retailing? Why or why not?
• What are the benefits that traditional retail stores provide that e-commerce cannot provide?
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Retailing as Theater
• Landscape themes
• Marketscape themes
• Cyberspace themes
• Mindscape themes
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Store Image
• Store image: personality of the store
• Location + merchandise suitability + knowledge/congeniality of sales staff
• Other intangible factors affecting overall store evaluation:
• Interior design
• Types of patrons
• Return policies
• Credit availability
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FedEx Makeover
BEFORE AFTER
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Discussion
• The mall of the future will most likely be less about purchasing products than exploring them in a physical setting. Retail environments will have to become places to build brand images, rather than just places to sell products.
• What are some strategies stores can use to enhance the emotional/sensory experiences their customers receive?
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In-Store Decision Making
• Spontaneous shopping
• Unplanned buying
• Impulse buying
• Point-of-purchase (POP) stimuli
• Salesperson influence
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Figure 9.4 Image of an Impulse Buyer
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Discussion
• What qualities seem to differentiate good and bad salespeople?
• In what retail outlets do you tend to find “good” salespeople? Why?
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Postpurchase Satisfaction
• Postpurchase satisfaction or dissatisfaction is determined by attitude about a product after purchase
• Marketers constantly on lookout for sources of consumer dissatisfaction
• United Airlines’ “United Rising” campaign
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Quality Is What We Expect It to Be
• Expectancy Disconfirmation Model
• Marketers must manage expectations
• Don’t overpromise
• When product fails,
reassure customers
with honesty
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Figure 9.5 Customer Expectation Zones
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Acting on Dissatisfaction
• Voice response: appeal to retailer directly
• Private response: express dissatisfaction to friends or boycott store
• Third-party response: take legal action
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Figure 9.6 Going to the Gemba
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Product Disposal
• Strong product attachment = painful disposal process
• Ease of product disposal is now a key product attribute to consumers
• Disposal options
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Divesting of Unwanted Items
Iconic Transfer Ritual
Transition Place Ritual
Ritual Cleansing
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Discussion
• Interview people who have sold items at a flea market or garage sale.
• Ask them to identify some items to which they had a strong attachment.
• What divestment rituals did they go through as they prepared to offer these items for sale?
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Chapter Summary
• Many factors beyond the qualities of a product influence purchase decisions.
• People can be influenced by store image, point-of-purchase stimuli, salespeople, and more as they make product choices.
• Consumers evaluate their choice after making it and this evaluation affects future choices.
• Disposing of products is a challenge.