| attitude | The acquired mental position—positive or negative— regarding some idea or object.
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| brand interest | An individual's openness or curiosity about a brand.
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| brand loyalty | The consumer's conscious or unconscious decision—expressed through intention or behavior—to repurchase a brand continually. This occurs because the consumer perceives that the brand has the right product features, image, quality, or relationship at the right price.
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| business markets | Organizations that buy natural resources, component products, and services that they resell, use to conduct their business, or use to manufacture another product.
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| centers of influence | Customers, prospective customers, or opinion leaders whose opinions and actions are respected by others.
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| central route to persuasion | One of two ways researchers Petty, Cacioppo, and Schumann theorize that marketers can persuade consumers. When consumers have a high level of involvement with the product or the message, they are motivated to pay attention to the central, product-related information in an ad, such as product attributes and benefits, or demonstrations of positive functional or psychological consequences; see elaboration likelihood model.
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| cognition | The mental processes involved in perception, thinking, recognition, memory, and decision making.
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| cognitive theory | An approach that views learning as a mental process of memory, thinking, and the rational application of knowledge to practical problem solving.
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| conditioning theory | The theory that learning is a trialand- error process. Also called stimulus-response theory.
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| consumer behavior | The activities, actions, and influences of people who purchase and use goods and services to satisfy their personal or household needs and wants.
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| consumer decision process | The series of steps a consumer goes through in deciding to make a purchase.
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| consumers, consumer market | People who buy products and services for their own, or someone else's, personal use.
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| culture | A homogeneous group's whole set of beliefs, attitudes, and ways of doing things, typically handed down from generation to generation.
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| current customers | People who have already bought something from a business and who may buy it regularly.
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| Elaboration Likelihood Model | A theory of how persuasion occurs due to promotion communication. Psychologists Petty, Cacioppo, and Schumann theorize that the method of persuasion depends on the consumer's level of involvement with the product and the message. When consumers have a higher level of involvement with the product or the message, they will tend to comprehend product-related information, such as product attributes and benefits or demonstrations, at deeper, more elaborate levels. This can lead to product beliefs, positive brand attitudes, and purchase intention. On the other hand, people who have low involvement with the product or the message have little or no reason to pay attention to it or to comprehend the central message of the ad. As a result, direct persuasion is also low, and consumers form few if any brand beliefs, attitudes, or purchase intentions. However, these consumers might attend to some peripheral aspects of the ad or commercial—say, the pictures in the ad or the actors in a commercial—for their entertainment value. And whatever they feel or think about these peripheral, nonproduct aspects might integrate into a positive attitude toward the ad. See also central route to persuasion and peripheral route to persuasion.
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| environments | Surroundings that can affect the purchase decision.
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| evaluation of alternatives | Choosing among brands, sizes, styles, and colors.
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| evaluative criteria | The standards a consumer uses for judging the features and benefits of alternative products.
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| evoked set | The particular group of alternative goods or services a consumer considers when making a buying decision.
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| exchange | The trading of one thing of value for another thing of value.
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| government markets | Governmental bodies that buy products for the successful coordination of municipal, state, federal, or other government activities.
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| habit | An acquired or developed behavior pattern that has become nearly or completely involuntary.
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| hierarchy of needs | Maslow's theory that the lower biological or survival needs are dominant in human behavior and must be satisfied before higher, socially acquired needs become meaningful.
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| industrial markets | Individuals or companies that buy products needed for the production of other goods or services such as plant equipment and telephone systems.
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| informational motives | The negatively originated motives, such as problem removal or problem avoidance, that are the most common energizers of consumer behavior.
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| interpersonal influences | Social influences on the consumer decision-making process, including family, society, and cultural environment.
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| learning | A relatively permanent change in thought processes or behavior that occurs as a result of reinforced experience.
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| market | A group of potential customers who share a common interest, need, or desire; who can use the offered good or service to some advantage; and who can afford or are willing to pay the purchase price. Also, an element of the media mix referring to the various targets of a media plan.
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| marketer | Any person or organization that has products, services, or ideas to sell.
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| marketing | The process of planning and executing the conception, pricing, promotion, and distribution of ideas, goods, and services to create exchanges that satisfy the perceived needs, wants, and objectives of individuals and organizations.
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| mental files | Stored memories in the consumer's mind.
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| motivation | The underlying drives that stem from the conscious or unconscious needs of the consumer and contribute to the individual consumer's purchasing actions.
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| needs | The basic, often instinctive, human forces that motivate us to do something.
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| negatively originated motives | Consumer purchase and usage based on problem removal or problem avoidance. To relieve such feelings, consumers actively seek a new or replacement product.
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| nonpersonal influences | Factors influencing the consumer decision-making process that are often out of the consumer's control, such as time, place, and environment.
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| opinion leader | Someone whose beliefs or attitudes are respected by people who share an interest in some specific activity.
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| organizational buyers | People who purchase products and services for use in business and government.
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| perception | Our personalized way of sensing and comprehending stimuli.
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| perceptual screens | The physiological or psychological perceptual filters that messages must pass through.
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| peripheral route to persuasion | One of two ways researchers Petty, Cacioppo, and Schumann theorize that marketers can persuade consumers. People who have low involvement with the product or message have little or no reason to pay attention to it or to comprehend the central message of the ad. However, these consumers might attend to some peripheral aspects of an ad or commercial for their entertainment value. Whatever they feel or think about these peripheral, nonproduct aspects might integrate into a positive attitude toward the ad. At some later date, these ad-related meanings could be activated to form some brand attitude or purchase intention. Typical of advertising for many everyday low-involvement purchases such as many consumer packaged goods: soap, cereal, toothpaste, and chewing gum. See also Elaboration Likelihood Model.
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| personal processes | The three internal, human operations— perception, learning, and motivation—that govern the way consumers discern raw data (stimuli) and translate them into feelings, thoughts, beliefs, and actions.
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| persuasion | A change in thought process or behavior that occurs when the change in belief, attitude, or behavioral intention is caused by promotion communication (such as advertising or personal selling).
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| physiological screens | The perceptual screens that use the five senses—sight, hearing, touch, taste, and smell—to detect incoming data and measure the dimension and intensity of the physical stimulus.
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| reference groups | People we try to emulate or whose approval concerns us.
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| reseller markets | Individuals or companies that buy products for the purpose of reselling them.
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| selective perception | The ability of humans to select from the many sensations bombarding their central processing unit those sensations that fit well with their current or previous experiences, needs, desires, attitudes, and beliefs, focusing attention on some things and ignoring others.
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| self-concept | The images we carry in our minds of the type of person we are and who we desire to be.
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| social classes | Traditional divisions in societies by sociologists— upper, upper-middle, lower-middle, and so on—who believed that people in the same social class tended toward similar attitudes, status symbols, and spending patterns.
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| stimulus | Physical data that can be received through the senses.
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| stimulus-response theory | Also called conditioning theory. Some stimulus triggers a consumer's need or want, and this in turn creates a need to respond.
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| subculture | A segment within a culture that shares a set of meanings, values, or activities that differ in certain respects from those of the overall culture.
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| theory of cognitive dissonance | The theory that people try to justify their behavior by reducing the degree to which their impressions or beliefs are inconsistent with reality.
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| transnational (global) markets | Consumer, business, and government markets located in foreign countries.
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| utility | A product's ability to provide both symbolic or psychological want satisfaction and functional satisfaction. A product's problem-solving potential may include form, time, place, or possession utility.
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| wants | Needs learned during a person's lifetime.
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