Below are this chapter's featured key terms. The textbook's full glossary is also available for online searching.
 

attitude	A learned predisposition to respond to an object or class of objects in a consistently favourable or unfavourable way. (See page(s) See page 131 in your textbook.)
beliefs	A consumer's subjective perception of how well a product or brand performs on different attributes; these are based on personal experience, advertising, and discussions with other people. (See page(s) See page 131 in your textbook.)
brand loyalty	A favourable attitude toward and consistent purchase of a single brand over time. (See page(s) See page 130 in your textbook.)
cognitive dissonance	The feeling of postpurchase psychological tension or anxiety a consumer often experiences. (See page(s) See page 123 in your textbook.)
consumer behaviour	The actions a person takes in purchasing and using products and services, including the mental and social processes that precede and follow these actions. (See page(s) See page 120 in your textbook.)
consumer socialization	The process by which people acquire the skills, knowledge, and attitudes necessary to function as consumers. (See page(s) See page 137 in your textbook.)
evaluative criteria	Factors that represent both the objective attributes of a brand and the subjective ones a consumer uses to compare different products and brands. (See page(s) See page 121 in your textbook.)
evoked set	The group of brands that a consumer would consider acceptable from among all the brands in the product class of which he or she is aware. (See page(s) See page 122 in your textbook.)
family life cycle	The distinct phases that a family progresses through from formation to retirement, each phase bringing with it identifiable purchasing behaviours. (See page(s) See page 137 in your textbook.)
involvement	The personal, social, and economic significance of the purchase to the consumer. (See page(s) See page 124 in your textbook.)
learning	Those behaviours that result from (1) repeated experience and (2) thinking. (See page(s) See page 130 in your textbook.)
lifestyle	A mode of living that is identified by how people spend their time and resources (activities), what they consider important in their environment (interests), and what they think of themselves and the world around them (opinions). (See page(s) See page 132 in your textbook.)
motivation	The energizing force that causes behaviour that satisfies a need. (See page(s) See page 126 in your textbook.)
national character	A distinct set of personality characteristics common among people of a country or society. (See page(s) See page 127 in your textbook.)
opinion leaders	Individuals who exert direct or indirect social influence over others. (See page(s) See page 133 in your textbook.)
perceived risk	The anxieties felt because the consumer cannot anticipate the outcomes of a purchase but believes that there may be negative consequences. (See page(s) See page 129 in your textbook.)
perception	The process by which an individual selects, organizes, and interprets information to create a meaningful picture of the world. (See page(s) See page 128 in your textbook.)
personality	A person's consistent behaviours or responses to recurring situations. (See page(s) See page 127 in your textbook.)
purchase decision process	The stages a buyer passes through in making choices about which products and services to buy. (See page(s) See page 120 in your textbook.)
reference groups	People to whom an individual looks as a basis for self-appraisal or as a source of personal standards. (See page(s) See page 136 in your textbook.)
self-concept	The way people see themselves and the way they believe others see them. (See page(s) See page 127 in your textbook.)
situational influences	The purchase situation affects the purchase decision process through five situational influences: (1) the purchase task, (2) social surroundings, (3) physical surroundings, (4) temporal effects, and (5) antecedent states. (See page(s) See page 125 in your textbook.)
social class	The relatively permanent, homogeneous divisions in a society into which people sharing similar values, lifestyles, interests, and behaviour can be grouped. (See page(s) See page 139 in your textbook.)
subcultures	ubgroups within the larger, or national, culture with unique values, ideas, and attitudes. (See page(s) See page 139 in your textbook.)
subliminal perception	Means that you see or hear messages without being aware of them. (See page(s) See page 129 in your textbook.)
word of mouth	People influencing each other during their face-to-face conversations. (See page(s) See page 135 in your textbook.)