Đang tải... (xem toàn văn)
(BQ) Part 1 ebook Consumer behaviour - A European perspective has contents: An introduction to consumer behaviour, a consumer society, shopping, buying and disposing, perception, the self, motivation, lifestyles and values, learning and memory, attitudes, individual decision making.
www.downloadslide.com www.downloadslide.com Consumer Behaviour A European Perspective A01_SOLO6723_06_SE_FM.indd 3/31/16 7:35 PM www.downloadslide.com A01_SOLO6723_06_SE_FM.indd 3/31/16 7:35 PM www.downloadslide.com Sixth Edition Consumer Behaviour A European Perspective Michael R Solomon Gary J Bamossy Søren Askegaard Margaret K Hogg A01_SOLO6723_06_SE_FM.indd 3/31/16 7:35 PM www.downloadslide.com Pearson Education Limited Edinburgh Gate Harlow CM20 2JE United Kingdom Tel: +44 (0)1279 623623 Web: www.pearson.com/uk First published by Prentice Hall Europe 1999 (print) Second edition published 2002 (print) Third edition published 2006 (print) Fourth edition published 2010 (print)) Fifth edition published 2014 (print and electronic) Sixth edition published 2016 (print and electronic) © Prentice Hall (print) © Pearson Education Limited 2002, 2006, 2010 (print) © Pearson Education Limited 2014, 2016 (print and electronic) The rights of Michael R Solomon, Gary J Bamossy, Søren Askegaard and Margaret K Hogg to be identified as authors of this work has been asserted by them in accordance with the Copyright, Designs and Patents Act 1988 Authorised adaptation from the United States edition, entitled Consumer Behavior, 12th edition by Michael Solomon, published by Pearson Education Inc © 2016 The print publication is protected by copyright Prior to any prohibited reproduction, storage in a retrieval system, distribution or transmission in any form or by any means, electronic, mechanical, recording or otherwise, permission should be obtained from the publisher or, where applicable, a licence permitting restricted copying in the United Kingdom should be obtained from the Copyright Licensing Agency Ltd, Barnard’s Inn, 86 Fetter Lane, London EC4A 1EN The ePublication is protected by copyright and must not be copied, reproduced, transferred, distributed, leased, licensed or publicly performed or used in any way except as specifically permitted in writing by the publishers, as allowed under the terms and conditions under which it was purchased, or as strictly permitted by applicable copyright law Any unauthorised distribution or use of this text may be a direct infringement of the authors’ and the publisher’s rights and those responsible may be liable in law accordingly All trademarks used herein are the property of their respective owners The use of any trademark in this text does not vest in the author or publisher any trademark ownership rights in such trademarks, nor does the use of such trademarks imply any affiliation with or endorsement of this book by such owners The screenshots in this book are reprinted by permission of Microsoft Corporation Pearson Education is not responsible for the content of third-party internet sites ISBN: 978-1-292-11672-3 (print) 978-1-292-06342-3 (PDF) 978-1-292-14418-4 (ePub) British Library Cataloguing-in-Publication Data A catalogue record for the print edition is available from the British Library Library of Congress Cataloging-in-Publication Data A catalog record for the print edition is available from the Library of Congress 10 20 19 18 17 16 Cover photograph courtesy of Getty Images Print edition typeset in 9.25 pt and ITC Giovanni Std by SPi Global Print edition printed and bound in Slorakia by Neografia NOTE THAT ANY PAGE CROSS REFERENCES REFER TO THE PRINT EDITION A01_SOLO6723_06_SE_FM.indd 3/31/16 7:35 PM www.downloadslide.com BrieF ConTenTs List of case studies Preface About the authors Authors’ acknowledgements Publisher’s acknowledgements xiii xv xvii xix xx Part a Consumers in the marketplace Chapter Chapter Chapter An introduction to consumer behaviour A consumer society Shopping, buying and disposing 35 69 Part B how consumers see the world and themselves 123 Chapter Chapter Chapter 124 Perception The self Motivation, lifestyles and values 157 197 Part C Consumers as decision-makers 247 Chapter Chapter Chapter 248 Learning and memory Attitudes individual decision-making 282 323 Part D european consumers and their social groups 381 Chapter 10 Groups and social media Chapter 11 European family structures, household decision-making and age cohorts Chapter 12 income and social class 382 Part e Culture and european consumers 509 Chapter 13 Culture and consumer behaviour Chapter 14 Cultural change processes Chapter 15 Consumption and European consumers 510 Case studies Glossary indexes 623 435 468 548 590 667 687 v A01_SOLO6723_06_SE_FM.indd 3/31/16 7:35 PM www.downloadslide.com A01_SOLO6723_06_SE_FM.indd 3/31/16 7:35 PM www.downloadslide.com ConTenTs List of case studies Preface About the authors Authors’ acknowledgements Publisher’s acknowledgements xiii xv xvii xix xx Part a Consumers in The marKeTPLaCe Chapter an inTroDuCTion To Consumer Behaviour Chapter objectives Consumption in Europe? The European consumer Consumers’ impact on marketing strategy Marketing’s impact on consumers Do marketers manipulate consumers? Consumer behaviour as a field of study Taking it from here: the plan of the book Chapter summary Key terms Consumer behaviour challenge Notes 13 21 24 28 30 31 31 32 Chapter a Consumer soCieTY 35 Chapter objectives Consumer culture The meaning of things A branded world Global consumer culture The politics of consumption Chapter summary Key terms Consumer behaviour challenge Notes 35 36 37 42 47 52 61 62 63 63 Chapter shoPPinG, BuYinG anD DisPosinG 69 Chapter objectives Introduction Consumers’ choices Antecedent states 69 70 71 72 vii A01_SOLO6723_06_SE_FM.indd 3/31/16 7:35 PM www.downloadslide.com CONTENTS Purchase environment E-commerce: clicks vs bricks Servicescapes: retailing as theatre Net profit Product disposal Chapter summary Key terms Consumer behaviour challenge Notes 81 85 93 100 104 112 112 113 115 Part B hoW Consumers see The WorLD anD ThemseLves Chapter PerCePTion 124 Chapter objectives Introduction The perceptual process Sensory systems Sensory thresholds Perceptual selection Interpretation: deciding what things mean Chapter summary Key terms Consumer behaviour challenge Notes 124 125 125 128 137 140 144 151 152 153 153 Chapter The seLF 157 Chapter objectives Perspectives on the self Products that shape the self: you are what you consume Gender roles Body image Chapter summary Key terms Consumer behaviour challenge Notes 157 158 164 171 178 188 189 190 190 Chapter moTivaTion, LiFesTYLes anD vaLues 197 Chapter objectives Introduction The motivation process: why ask why? Motivational strength Motivational direction Motivational conflicts 197 198 198 199 201 202 viii A01_SOLO6723_06_SE_FM.indd 3/31/16 7:35 PM www.downloadslide.com CONTENTS How can we classify consumer needs? Some classifications of consumer needs Consumer involvement Lifestyles, consumer identity and consumption choices Lifestyle marketing Psychographics Values The means-end chain model Sustainability: a new core value? Chapter summary Key terms Consumer behaviour challenge Notes 205 205 208 214 216 218 223 232 234 236 238 239 240 Part C Consumers as DeCision-maKers Chapter LearninG anD memorY 248 Chapter objectives introduction Behavioural learning theories Marketing applications of learning principles The role of learning in memory Chapter summary Key terms Consumer behaviour challenge Notes 248 249 249 256 262 275 276 277 277 Chapter aTTiTuDes 282 Chapter objectives The power of attitudes The function of attitudes How we form attitudes? Attitude models Do attitudes predict behaviour? How marketers change attitudes? Chapter summary Key terms Consumer behaviour challenge Notes 282 283 284 292 298 301 304 315 316 317 317 Chapter inDiviDuaL DeCision-maKinG 323 Chapter objectives What’s your problem? Perspectives on decision-making 323 324 ix A01_SOLO6723_06_SE_FM.indd 3/31/16 7:35 PM www.downloadslide.com Chapter individual decision-making ➔ another reason why feelings and emotions matter is that a lot of the seemingly logical arguments that consumers use to explain their decisions are in fact post hoc rationalizations of their immediate feelings toward the products that they evaluate consumers may reason that they like a new bmW because it has good mileage or because their current car is getting old, whereas in fact these rationales only came to their minds because they were immediately attracted by the car’s pleasing aesthetic First emotional impressions thus matter a lot in business my research further shows that feelings and emotions are not just good or bad, pleasant or unpleasant their specific content makes a big difference pride isn’t the same as excitement; anxiety isn’t the same as sadness; and joy isn’t the same as relaxation each of these distinct emotions moves consumers in different directions a big challenge for marketers will be to understand how to induce the ‘right’ emotions among consumers, which is something that i am currently working on in my latest research Questions you agree with the author that consumers should generally trust their feelings and emotions when in the marketplace? Why you agree or disagree? When you expect this advice to hold or not hold? the author suggests that different emotions of the same pleasantness can move consumers in different directions identify two pairs of distinct emotions of the same valence, one pair of positive emotions (e.g. pride and excitement) and one pair of negative emotions (e.g guilt vs fear) then explain what differences these distinct emotions would make in term of consumption behaviour Michel Tuan Pham ✔ MarketIng OppOrtunIty neuro-marketing, neuroscience and the study of emotions and feelings the world’s biggest companies have got a new way of convincing you to buy their products – by getting inside your head brands, including google, Facebook and itv, are turning to mind-reading technology to help them develop products and create adverts that people like . . . Faced with the prospect of consumers hiding their emotions . . . a new breed of ‘neuromarketer’ has emerged, armed with medical technology to probe consumers’ brains for genuine responses ‘We put a cap on your head that measures your brain impulses’, said a.k pradeep, a pioneer of neuromarketing science and chief executive of neuroFocus, one of the biggest players in a booming industry ‘We measure all parts of your brain continuously second by second, we measure how much attention you’re paying We get [to learn] what emotions you’re experiencing and what memories you’re memorising’ pradeep says watching people’s brains via caps covered in electrodes or magnetic scanners that are normally used by hospitals to detect cancer is better than direct questioning because, ‘when you the mynd wireless headset developed by neuroFocus to read the brain’s emotional responses to products Photograph: NeuroFocus ask people to tell you how they feel, the very act of thinking about a feeling changes the feeling’ . . . a spokesman for neuroFocus, which was bought last year by the $5bn global measurement and analytics 366 M09_SOLO6723_06_SE_C09.indd 366 3/31/16 8:20 PM www.downloadslide.com Habitual decision-making firm Nielsen, said the company has worked with Google, Microsoft, Intel, Facebook, PayPal, HewlettPackard and Citigroup, but refused to provide details of adverts or products involved ‘It’s not just one company and one advertiser; it is all sorts of companies and brands around the world’, Pradeep said Gemma Calvert, a former Oxford University neurologist who founded rival company Neurosense, said that neuromarketing . . . is now so advanced that she is ‘able to predict how customers will behave’ . . . ‘Neuroscience has completely changed our understanding of the brain This information is not a flash-in-thepan’, she says “We are trying to find out what aspects of the images [in adverts] are having effect on the reward system – and making them [the brand] more likeable’ Her company ’s website lists clients including McDonald’s, Unilever, Procter & Gamble and GlaxoSmithKline . . . She said the research has led to brands changing their logos, packaging and even theme tunes: ‘We are changing the way brands understand themselves so they can better understand their audiences’ The techniques are also used in the development of new products: ‘There are lots of products that have been developed with knowledge about the brain and psychology that’s been derived from this stuff ’, she said.167 ✘ Marketing Pitfall What marketers have to look out for, and recognise is the gap between consumers’ own views of why consumers connect with brands on social media, and why brand managers think consumers connect with brands on social media (see Figure 9.16) MIND THE GAP - THE SOCIAL MEDIA PERCEPTION GAP CONSUMER RANKING Why they connect with brands in social media BRAND RANKING Why they think consumers connect with them in social media (61%) discount (73%) learn about new products (55%) purchase (71%) general information (53%) product reviews/rankings (53%) general information (52%) exclusive information (51%) learn about new products (49%) submit opinion on current prod./ser (37%) customer service (34%) event participation (33%) feel connected (69%) submit opinion on current prod./serv (68%) exclusive information (67%) product reviews/rankings (64%) feel connected (63%) customer service (63%) submit ideas for new prod./serv (61%) be part of a community (61%) event participation (30%) submit ideas for new prod./serv (60%) purchase (22%) be part of a community (60%) discount Figure 9.16 Mind the gap: the social media perception gap around here Source: ‘From Social Media to Social CRM: What customers want’ Part 1, Figure 4, p.9: Companies have some misperceptions regarding why consumers interact with them via social sites IBM Institute for Business Value 367 M09_SOLO6723_06_SE_C09.indd 367 3/31/16 8:20 PM www.downloadslide.com Chapter individual decision-making Chapter SuMMary now that you have finished reading this chapter you should understand why: ➔ the three categories of consumer decision-making are cognitive, habitual, and affective consumer decision-making is a central part of consumer behaviour, but the way we evaluate and choose products (and the amount of thought we put into these choices) varies widely, depending on such dimensions as the degree of novelty or risk related to the decision We almost constantly need to make decisions about products some of these decisions are very important and entail great effort, whereas we make others on a virtually automatic basis perspectives on decision-making range from a focus on habits that people develop over time to novel situations involving a great deal of risk in which consumers must carefully collect and analyse information before making a choice the way we evaluate and choose a product depends on our degree of involvement with the product, the marketing message, and/or the purchase situation product involvement can range from very low, where purchase decisions are made via inertia, to very high, where consumers form very strong bonds with what they buy ➔ a cognitive purchase decision is the outcome of a series of stages that results in the selection of one product over competing options a typical decision involves several steps the first is problem recognition, when we realise we must take some action this recognition may occur because a current possession malfunctions or perhaps because we have a desire for something new once the consumer recognises a problem and sees it as sufficiently important to warrant some action, he or she begins the process of information search this search may range from performing a simple memory scan to determine what he or she has done before to resolve the same problem to carrying at extensive fieldwork during which he or she consults a variety of sources to amass as much information as possible the worldwide Web has changed the way many of us search for information today, our problem is more likely to weed out excess detail than to search for more information comparative search sites and intelligent agents help to filter and guide the search process We may rely on cybermediaries, such as Web portals, to sort through massive amounts of information as a way to simplify the decision-making process in the evaluation of alternatives stage, the options a person considers constitute his or her evoked set members of the evoked set usually share some characteristics; we categorise them similarly the way the person mentally groups products influences which alternatives she will consider, and usually we associate some brands more strongly with these categories (i.e they are more prototypical) When the consumer eventually must make a product choice from among alternatives, he uses one of several decision rules non-compensatory rules eliminate alternatives that are deficient on any of the criteria we’ve chosen Compensatory rules, which we are more likely to apply in high-involvement situations, allow us to consider each alternative’s good and bad points more carefully to arrive at the overall best choice once the consumer makes a choice, he or she engages in postpurchase evaluation to determine whether it was a good one; this assessment in turn influences the process the next time the problem occurs ➔ the way information about a product choice is framed can prime a decision even when the consumer is unaware of this influence principles of mental accounting demonstrate that the way a problem is framed and whether it is put in terms of gains or losses influences what we decide in addition, other cues in the environment – including 368 M09_SOLO6723_06_SE_C09.indd 368 3/31/16 8:20 PM www.downloadslide.com Chapter Summary very subtle ones of which we may not even be aware – may prime us to choose one option over another A prime is a stimulus that encourages people to focus on some specific aspect of their lives Much of the current work in behavioural economics demonstrates how a nudge – a deliberate change by an organisation that intends to modify behaviour – can result in dramatic effects ➔ We often rely upon ‘rules-of-thumb’ to make routine decisions In many cases people engage in surprisingly little search Instead, they rely on various mental shortcuts, such as brand names or price, or they may simply imitate others’ choices We may use heuristics, or mental rules-of-thumb, to simplify decision-making In particular, we develop many market beliefs over time One of the most common beliefs is that we can determine quality by looking at the price Other heuristics rely on well-known brand names or a product’s country of origin as signals of product quality When we consistently purchase a brand over time, this pattern may be the result of true brand loyalty or simply inertia because it’s the easiest thing to Key Terms Affect (p 364) Anchoring (p 357) Behavioural economics (p 356) Bounded rationality (p 357) Brand advocates (p 337) Brand loyalty (p 354) Category exemplars (p 345) Cognitive processing style (p 325) Compensatory decision rules (p 347) Conjunctive rule (p 348) Consideration set (p 340) Constructive processing (p 325) Consumer hyperchoice (p 325) Consumer satisfaction/dissatisfaction (CS/D) (p 352) Counteractive construal (p 326) Country of origin (p 360) Co-variation (p 357) Cybermediary (p 334) Default bias (p 356) Determinant attributes (p 346) Economics of information (p 330) Electronic recommendation agent (p. 337) Elimination-by-aspects (p 348) Ethnocentrism (p 360) Evaluative criteria (p 346) Evoked set (p 340) Executive control centre (p 326) Expectancy disconfirmation model (p. 352) Extended problem-solving (p 327) Feature bloat (p 350) Feature creep (p 350) Feature fatigue (p 350) Feedback loop (p 326) Framing (p 355) Game-based marketing (p 328) Habitual decision-making (p 354) Heuristics (p 357) Hybrid products (p 343) Implementation intentions (p 326) Inertia (p 354) Information search (p 330) Information-processing perspective (p 330) Intelligent agents (p 334) Knowledge structure (p 343) Lexicographic rule (p 348) Limited problem-solving (p 328) Long tail (p 336) Maximising (p 357) Mental accounting (p 356) Mental budget (p 325) Morning Morality Effect (p 326) ➔ 369 M09_SOLO6723_06_SE_C09.indd 369 3/31/16 8:20 PM www.downloadslide.com Chapter 9 INDIVIDUAL DECISION-MAKING ➔ Negative affect (p 364) Neuromarketing (p 349) Neuroscience (p 367) Non-compensatory decision rules (p. 347) Nudge (p. 356) Perceived risk (p 337) Positive affect (p 364) Post-purchase evaluation (p 352) Priming (p 356) Problem recognition (p 331) Product authenticity (p 347) Product signal (p 357) Prospect theory (p 356) Consumer Behaviour Challenge What is the difference between the cognitive, habitual and affective perspectives on decisionmaking? Give an example of the type of purchase that each perspective would help to explain 2 If people are not always rational decisionmakers, is it worth the effort to study how purchasing decisions are made? What techniques might be employed to understand affectively based consumption choices and to translate this knowledge into marketing strategy? What is prospect theory? Does it support the argument that we are rational decision makers? 4 Give an example of the sunk-cost fallacy 5 Define the three levels of product categorisation described in the chapter Diagram these levels for a health club 6 Describe the difference between a superordinate category, a basic level category, and a subordinate category What is an example of an exemplar product? 7 Describe the relationship between a consumer’s level of expertise and how much they are likely to search for information about a product 8 List three types of perceived risk, and give an example of each Psychology of loss aversion (PLA) (p. 355) Purchase momentum (p 354) Rational perspective (p 330) Reputation economy (p 336) Satisficing (p 357) Search engines (p 334) Search engine optimisation (SEO) (p. 335) Self-regulation (p 326) Social game (p 328) Stereotype (p 361) Sunk cost fallacy (p 356) Variety amnesia (p 350) Variety seeking (p 350) Zipf ’s Law (p 362) ➸ 9 List three product attributes that can be used as quality signals and provide an example of each 10 Explain the ‘evoked set’ Why is it difficult to place a product in a consumer’s evoked set after it has already been rejected? What strategies might a marketer use in an attempt to accomplish this goal? 11 How does a brand function as a heuristic? 12 Discuss two different non-compensatory decision rules and highlight the difference(s) between them How might the use of one rule versus another result in a different product choice? 13 Form a group of three Pick a product and develop a marketing plan based on each of the three approaches to consumer decisionmaking: cognitive, habitual and affective What are the major differences in emphasis among the three perspectives? Which is the most likely type of problem-solving activity for the product you have selected? What characteristics of the product make this so? 14 Find a person who is about to make a major purchase Ask that person to make a chronological list of all the information sources consulted prior to making a decision How would you characterise the types of sources 370 M09_SOLO6723_06_SE_C09.indd 370 3/31/16 8:20 PM www.downloadslide.com CONSUMER BEHAVIOUR CHALLENGE used (i.e. internal versus external, media versus personal, etc.)? Which sources appeared to have the most impact on the person’s decision? 15 Perform a survey of country-of-origin stereotypes Compile a list of five countries and ask people what products they associate with each What are their evaluations of the products and likely attributes of these different products? The power of a country stereotype can also be demonstrated in another way Prepare a brief description of a product, including a list of features, and ask people to rate it in terms of quality, likelihood of purchase, and so on Make several versions of the description, varying only the country from which it comes Do ratings change as a function of the country of origin? 16 In the past few years, several products made in China have been recalled because they are dangerous or even fatal to use (see http://ec.europa.eu/consumers/safety/ rapex/alerts/main/index.cfm?event=main weeklyOverview&web_report_ id=1301&selectedTabIdx=1 (accessed 31 March 2015) for an up-to-date list) If the Chinese government hired you as a consultant to help it repair some of the damage to the reputation of products made there, what actions would you recommend? 17 What is neuromarketing, and is it dangerous? Identify the advantages and disadvantages of neuromarketing from the perspective firstly of the consumer, secondly of the market researcher, and thirdly of the marketing brand manager 18 Ask a friend to ‘talk through’ the process they used to choose one brand rather than others during a recent purchase Based on this description, can you identify the decision rule that was most likely employed? 19 Technology has the potential to make our lives easier by reducing the amount of clutter we need to work through in order to access the information on the internet that really interests us On the other hand, perhaps intelligent agents that make recommendations based only on what we and others like us have chosen in the past limit us – they reduce the chance that we will stumble upon something (e.g a book on a topic we’ve never heard of, or a music group that’s different from the style we usually listen to) Will the proliferation of shopping bots make our lives too predictable by only giving us more of the same? If so, is this a problem? 0 Read Rust, Thompson and Hamilton’s article in Harvard Business Review (February 2006: 98ff) on ‘Defeating feature fatigue’ Summarise their main arguments and examples into a paragraph Working in groups of three, write a brief for a marketing manager, first, explaining why consumers prefer capability to usability; secondly, identifying the disadvantages for both consumers and managers of consumers’ tendency to prefer capability to usability; and thirdly, suggesting strategies that managers might adopt to counter feature fatigue among consumers 21 ‘Too many features can make a product overwhelming for consumers and difficult to use’ (Thompson, Rust and Hamilton, 2005: 431, Debora V Thompson, Rebecca W Hamilton and Roland T Rust, ‘Feature fatigue: when product capabilities become too much of a good thing’, Journal of Marketing Research 42 (November 2005): 431–442) Debate this in class, using the material on adoption and diffusion from Chapter 14 in this textbook How might marketing managers overcome barriers to adoption of their technically sophisticated products? 22 Think of a product you recently shopped for online Describe your search process How did you become aware you wanted/needed the product? How did you evaluate alternatives? Did you end up buying online? Why, or why not? What factors would make it more or less likely that you would buy something online rather than in a traditional store? 23 How a consumer’s prior expectations about product quality influence their satisfaction with the product after they buy it? List three actions a consumer can take if they are dissatisfied with a purchase 24 Consider the five types of perceived risk in Figure 9.7 within the context of making a decision to purchase a new diamond Review the following websites, and discuss the kinds of risk you would consider in buying a diamond on the Web: www.diamond.com, http://www.mouawad com/, www.bluenile.com ➔ 371 M09_SOLO6723_06_SE_C09.indd 371 3/31/16 8:20 PM www.downloadslide.com Chapter individual decision-making ➔ 25 Find examples of electronic recommendation agents on the Web evaluate these – are they helpful? What characteristics of the sites you locate are likely to make you buy products you wouldn’t have bought on your own? their purchase decisions? What steps, if any, can marketers take to nip this problem in the bud? 27 visit the ec website with video briefings about systems of consumer protection in the ec: http:// ec.europa.eu/dgs/health_consumer/press/ index_en.htm\#consumers (accessed 31 march 2015) debate in class the reasons why there is increasing concern about ‘keeping consumers safe’; and how far is it the role of national governments or international institutions (like the ec) to undertake this? What about the traditional view of the consumer’s responsibility, i.e buyer beware or caveat emptor? 26 it is increasingly clear that many postings on blogs and product reviews on websites are fake or are posted there to manipulate consumers’ opinions For example, a mini-scandal erupted in 2007 when the press learned that the ceo of Whole Foods had regularly been blasting competitor Wild oats on blogs under a pseudonym.168 how big a problem is this if consumers are increasingly looking to consumer-generated product reviews to guide For additional material see the companion website at www.pearsoned.co.uk/solomon nOteS http://www.cricket.com.au/series/icc-world-cup-2015/toeWXet4cEyNFE1zmmGNBw (accessed 18 February 2015) http://www.rbs6nations.com/en/home.php (accessed 18 February 2015) Simon Marsh, Digital TV World Household Forecasts Report, http://www.ekmpowershop4.com/ekmps/shops/broadbandtv/digital-tv-world-household-forecasts-1-5-users189-p.asp (accessed 18 February 2015); cited in 1.3 billion digital TV households by 2017 July 2, 2012 Europe/London http://www.broadbandtvnews.com/2012/07/02/1-3-billion-digital-tv-households-by-2017/ (accessed 18 February 2015) David Glen Mick, Susan M Broniarczyk and Jonathan Haidt, ‘Choose, choose, choose, choose, choose, choose, choose: Emerging and prospective research on the deleterious effects of living in consumer hyperchoice’, Journal of Business Ethics 52 (2004): 207–11; see also Barry Schwartz, The Paradox of Choice: Why More Is Less (New York: Ecco, 2005) Frank Huber, Sören Köcher, Frederik Meyer and Johannes Vogel, ‘The Paralyzed Customer: An Empirical Investigation of Antecedents and Consequences of Decision Paralysis’ in Alan Bradshaw, Chris Hackley and Pauline Maclaran (eds), European Association for Consumer Research Conference 2010 RHUL, page 82 Simona Botti, Kristina Orfali and Sheena S Iyengar, ‘Tragic Choices: Autonomy and Emotional Responses to Medical Decisions’, Journal of Consumer Research 36 (October 2009): 337–52; cf also Hazel Rose Markus and Barry Schwartz, 10 11 12 13 ‘Does Choice Mean Freedom and Well Being?’ Journal of Consumer Research 37, no (2010): 344–55 James R Bettman, ‘The Decision Maker Who Came in from the Cold’ (presidential address), in Leigh McAllister and Michael Rothschild, eds., Advances in Consumer Research 20 (Provo, UT: Association for Consumer Research, 1993): 7–11; John W Payne, James R Bettman, and Eric J Johnson, ‘Behavioral Decision Research: A Constructive Processing Perspective,’ Annual Review of Psychology (1992): 87–131 Parthasarathy Krishnamurthy and Sonja Prokopec, ‘Resisting That Triple-Chocolate Cake: Mental Budgets and Self-Control,’ Journal of Consumer Research 37 (June 2010): 68–79 Thomas P Novak and Donna L Hoffman, ‘The Fit of Thinking Style and Situation: New Measures of Situation-Specific Experiential and Rational Cognition’, Journal of Consumer Research 36 (December 2009): 56–72 Peter M Gollwitzer and Paschal Sheeran, ‘Self-Regulation of Consumer Decision Making and Behavior: The Role of Implementation Intentions’, Journal of Consumer Psychology, 19 (2009): 593–607 Ying Zhang, Szu-chi Huang, and Susan M Broniarczyk, ‘Counteractive Construal in Consumer Goal Pursuit’, Journal of Consumer Research 37 (June 2010): 129–42 Thomas Goetz, ‘Harnessing the Power of Feedback Loops’, Wired (19 June 2011), http://www.wired.com/2011/06/ ff_feedbackloop/all/1 (accessed February 2015) Maryan Kouchadki and Isaac H Smith, ‘The Morning Morality Effect: The Influence of Time of Day on Unethical 372 M09_SOLO6723_06_SE_C09.indd 372 3/31/16 8:20 PM www.downloadslide.com Notes Behavior’, Psychological Science (January 2014), 25 no 1: 95–102 14 Quoted in Matt Richtel, ‘That Devil on Your Shoulder Likes to Sleep In’, New York Times (November 1, 2014), http:// www.nytimes.com/2014/11/02/business/that-devil-on-yourshoulder-likes-to-sleep-in.html?module=Search&mabRewa rd=relbias%3As%2C%7B%221%22%3A%22RI%3A6%22 %7D (accessed 16 February 2015) 15 Claudia Townsend and Wendy Liu, ‘Is Planning Good for You? The Differential Impact of Planning on Self-Regulation’, Journal of Consumer Research 39, No (December 2012): 688–703 16 Claudia Townsend and Wendy Liu, ‘Is Planning Good for You? The Differential Impact of Planning on Self-Regulation’, Journal of Consumer Research 38 (December 2012): 688–703 17 ‘Can Facebook Make You Fat and Poor?’, Mashable (13 December 2012), http://mashable.com/2012/12/ 13/facebook-fat-poor/?WT.mc_id=en_my_ stories&utm_campaign=My%2BStories&utm_ medium=email&utm_source=newsletter?WT mc_id=en_my_stories&utm_campaign=My %2BStories&utm_medium=email&utm_source=newsletter (accessed 25 February 2015); Keith Wilcox and Andrew T Stephen, ‘Are Close Friends the Enemy? Online Social Networks, Self-Esteem, and Self-Control’, Journal of Consumer Research (2013), 40,1: 90–103 18 John G Lynch, Richard G Netemeyer, Stephen A Spiller, and Alessandra Zammit, ‘A Generalizable Scale of Propensity to Plan: The Long and the Short of Planning for Time and for Money’, Journal of Consumer Research 37 (June 2010): 108– 128; Bosmans, Anick, Rik Pieters, and Hans Baumgartner, ‘The Get Ready Mind-Set: How Gearing Up for Later Impacts Effort Allocation Now’, Journal of Consumer Research 37 (June 2010): 98–107 19 John C Mowen, ‘Beyond Consumer Decision-Making’, Journal of Consumer Marketing 5, no (1988): 15–25 20 Itamar Simonson, Joel Huber, and John Payne, ‘The Relationship between Prior Brand Knowledge and Information Acquisition Order’, Journal of Consumer Research 14 (March 1988): 566–78 21 John R Hauser, Glenn L Urban, and Bruce D Weinberg, ‘How Consumers Allocate Their Time when Searching for Information’, Journal of Marketing Research 30 (November 1993): 452–66; George J Stigler, “The Economics of Information,” Journal of Political Economy 69 (June 1961): 213–25 For a set of studies focusing on online search costs, see John G Lynch, Jr., and Dan Ariely, ‘Wine Online: Search Costs and Competition on Price, Quality, and Distribution’, Marketing Science 19, no (2000): 83–103 22 Ying Zhang, Ayelet Fishback and Ravi Dhar, ‘When thinking beats doing: The role of optimistic expectations in goal-based choice’, Journal of Consumer Research 34 (December 2007): 567 23 Gordon C Bruner III and Richard J Pomazal, ‘Problem recognition: The crucial first stage of the consumer decision process’, Journal of Consumer Marketing 5(1) (1988): 53–63 24 http://www.knowyourmobile.com/nokia/nokia-3310/19848/ history-mobile-phones-1973-2007-these-are-handsets- made-it-happen accessed March 26 2015; http://pocketnow com/2014/07/28/the-evolution-of-the-smartphone (accessed 26 March 2015) 25 For a study that examined tradeoffs in search behaviour among different channels, cf Judi Strebel, Tulin Erdem and Joffre Swait, ‘Consumer Search in High Technology Markets: Exploring the Use of Traditional Information Channels’, Journal of Consumer Psychology 14, nos and (2004): 96–104 26 Peter H Bloch, Daniel L Sherrell and Nancy M Ridgway, ‘Consumer search: An extended framework’, Journal of Consumer Research 13 (June 1986): 119–26 27 Ibid 28 Thaler, ‘Mental Accounting and Consumer Choice’, p 206 29 Girish N Punj and Richard Staelin, ‘A Model of Consumer Search Behavior for New Automobiles’, Journal of Consumer Research (March 1983): 366–80 For recent work on online search that decomposes search strategies in terms of type of good, cf Peng Huang, Nicholas H Lurie, and Sabyasachi Mitra, ‘Searching for Experience on the Web: An Empirical Examination of Consumer Behavior for Search and Experience Goods’, Journal of Marketing 73 (March 2009): 55–69 30 Cobb and Hoyer, ‘Direct Observation of Search Behavior’; Moore and Lehmann, ‘Individual Differences in Search Behavior for a Nondurable’; Punj and Staelin, ‘A Model of Consumer Search Behavior for New Automobiles’; Brian T Ratchford, M S Lee, and D Toluca, ‘The Impact of the Internet on Information Search for Automobiles’, Journal of Marketing Research 40, no (2003): 193–209 31 James R Bettman and C Whan Park, ‘Effects of Prior Knowledge and Experience and Phase of the Choice Process on Consumer Decision Processes: A Protocol Analysis’, Journal of Consumer Research (December 1980): 234–48 32 Michael Porter, Competitive Advantage (New York: Free Press, 1985) 33 Jeffrey M O’Brien, “You’re Sooooooo Predictable,” Fortune (27 November 2006): 230 34 Claire Cain Miller, ‘Mobile Apps Drive Rapid Change in Searches’, New York Times (7 January 2013), http://www nytimes.com/2013/01/08/business/mobile-apps-driverapid-changes-in-search-technology.html?ref=business (accessed 22 February 2015) 35 Tracy W Tuten and Michael R Solomon, Social Media Marketing 2nd edition, London: SAGE, 2016 36 Nicholas Lurie, Sam Ransbotham and Hongju Liu (2013), ‘The Content and Impact of Mobile vs Desktop Reviews’ Paper presented at the Association for Consumer Research Conference, Chicago, IL; Bart de Langhe, Philip Fernback, and Donald Lichtenstein, ‘Navigating by the Stars: What Do Online User Ratings Reveal About Product Quality?’, Paper presented at the 2014 annual meeting for the Association for Consumer Research, Baltimore, MD 37 ‘Customer Product Reviews Drive Online Satisfaction and Conversion’, Marketing Daily (24 January 2007), www.mediapost.com (accessed 24 January 2007) 38 Sangkil Moon, Paul K Bergey and Dawn Iacobucci, ‘Dynamic Effects among Movie Ratings, Movie Revenues, and Viewer Satisfaction’, Journal of Marketing 74 (January 2010): 108–21; http://www.yelp.com/search?find_desc=restaurants&find_ loc=Philadelphia%2C+PA&action_search=Search (accessed 373 M09_SOLO6723_06_SE_C09.indd 373 3/31/16 8:20 PM www.downloadslide.com Chapter 9 INDIVIDUAL DECISION-MAKING 31 May 2011); Anya Kamenetz, ‘The Perils and Promise of the Reputation Economy’, Fast Company (3 December 2008), www.fastcompany.com/magazine/131/on-the-internet-everyone-knows-youre-a-dog.html (accessed December 2008) 39 Chris Anderson, The Long Tail: Why the Future of Business Is Selling Less of More (New York: Hyperion, 2006) 40 Joseph Lajos, Amitava Chattopadhyay and Kishore Sengupta, ‘When Electronic Recommendation Agents Backfire: Negative Effects on Choice Satisfaction, Attitudes, and Purchase Intentions’, INSEAD Working Paper Series (2009) 41 Emily Burg, ‘Leverage User-Generated Content to Boost Brands’, Marketing Daily (13 March 2007), www.mediapost com (accessed 13 March 2007) 42 Cathy J Cobb and Wayne D Hoyer, ‘Direct Observation of Search Behavior,’ Psychology & Marketing (Fall 1985): 161–79 43 Sharon E Beatty and Scott M Smith, ‘External search effort: An investigation across several product categories’, Journal of Consumer Research 14 (June 1987): 83–95; William L Moore and Donald R Lehmann, ‘Individual differences in search behavior for a nondurable’, Journal of Consumer Research (December 1980): 296–307 44 David F Midgley, ‘Patterns of interpersonal information seeking for the purchase of a symbolic product’, Journal of Marketing Research 20 (February 1983): 74–83 45 Alexander Fedorikhin and Catherine A Cole, ‘Mood effects on attitudes, perceived risk and choice: Moderators and mediators’, Journal of Consumer Psychology, 14(1 and 2) (2004): 2–12 46 For a discussion of ‘collective risk’, where consumers experience a reduction in perceived risk by sharing their exposure with others who are also using the product or service, see an analysis of Hotline, an online file-sharing community in Markus Geisler, ‘Collective Risk’, working paper, Northwestern University, March 2003 47 Safe Rapid Alert System for dangerous products http://ec.europa eu/consumers/consumers_safety/safety_products/rapex/ reports/docs/rapex_infographic_final_en.pdf (accessed 27 March 2015) 48 Gianluigi Guido, M Irene Prete and Giovanni Pino, ‘Purchasing motivations of regular and occasional organic food consumers: The incidence of food safety and ethical concern’ in Alan Bradshaw, Chris Hackley and Pauline Maclaran (eds), European Association for Consumer Research Conference 2010 RHUL, page 17 49 Mary Frances Luce, James R Bettman and John W Payne, ‘Choice processing in emotionally difficult decisions’, Journal of Experimental Psychology: Learning, Memory, and Cognition 23 (March 1997): 384–405; example provided by Prof James Bettman, personal communication (17 December 1997) 50 Some research suggests that structural elements of the information available, such as the number and distribution of attribute levels, will influence how items in a consideration set are processed; cf Nicholas H Lurie, ‘Decision making in information-rich environments: The role of information structure’, Journal of Consumer Research 30 (March 2004): 473–86 51 John R Hauser and Birger Wernerfelt, ‘An evaluation cost model of consideration sets’, Journal of Consumer Research 16 (March 1990): 393–408 52 Robert J Sutton, ‘Using empirical data to investigate the likelihood of brands being admitted or readmitted into an established evoked set’, Journal of the Academy of Marketing Science 15 (Fall 1987): 82 53 Spiller, Stephen A (2011) “Opportunity cost consideration.” Journal of Consumer Research 38, no (2011): 595610; Fernbach, Philp M., Christina Kan, and John G Lynch (2015), “Squeezed: Coping with Constraint through Efficiency and Prioritization,” Journal of Consumer Research, 41 (5), 1204–227 54 Cf., for example, Kenneth C Manning and David E Sprott, ‘Price Endings, Left-Digit Effects, and Choice’, Journal of Consumer Research 36, no (2009): 328–35; Sandra J Milberg, Francisca Sinn and Ronald C Goodstein, ‘Consumer Reactions to Brand Extensions in a Competitive Context: Does Fit Still Matter?’ Journal of Consumer Research 37, no (2010): 543–53; David Sleeth-Keppler and Christian S Wheeler, ‘A Multidimensional Association Approach to Sequential Consumer Judgments,’ Journal of Consumer Psychology 21, no (2011): 14–23; Aner Sela, Jonah Berger and Wendy Liu, ‘Variety, Vice, and Virtue: How Assortment Size Influences Option Choice’, Journal of Consumer Research 35, no (2009): 941–51 55 Jeffrey R Parker and Donald R Lehmann, ‘How and When Grouping Low-Calorie Options Reduces the Benefits of Providing Dish-Specific Calorie Information,’ Journal of Consumer Research (2014), 41(1): 213-235; cf also Avni M Shah, James R Bettman, Peter A Ubel, Punam Anand Keller, and Julie A Edell, ‘Surcharges Plus Unhealthy Labels Reduce Demand for Unhealthy Menu Items,’ Journal of Marketing Research (2014) 51(6): 773–89 56 Cyndee Miller, ‘Hemp is latest buzzword’, Marketing News (17 March 1997): 57 Stuart Elliott, ‘A Brand Tries to Invite Thought’, New York Times (7 September 2007), www.nytimes.com (accessed September 2007) 58 Alba and Hutchinson, ‘Dimensions of consumer expertise’; Joel B Cohen and Kunal Basu, ‘Alternative models of categorization: Toward a contingent processing framework’, Journal of Consumer Research 13 (March 1987): 455–72 59 Robert M McMath, ‘The perils of typecasting’, American Demographics (February 1997): 60 60 Eleanor Rosch, ‘Principles of Categorization’, in E Rosch and B.B Lloyd (eds), Recognition and Categorization (Hillsdale, N.J.: Erlbaum, 1978) 61 Michael R Solomon, ‘Mapping product constellations: A social categorization approach to symbolic consumption’, Psychology and Marketing 5(3) (1988): 233–58 62 McMath, ‘The perils of typecasting’, op cit 63 Elizabeth C Hirschman and Michael R Solomon, ‘Competition and Cooperation Among Culture Production Systems’, in Ronald F Bush and Shelby D Hunt (eds), Marketing Theory: Philosophy of Science Perspectives (Chicago: American Marketing Association, 1982): 269–72 64 Michael D Johnson, ‘The differential processing of pro-duct category and noncomparable choice alternatives’, Journal of Consumer Research 16 (December 1989): 300–9 65 Mita Sujan, ‘Consumer knowledge: Effects on evaluation strategies mediating consumer judgments’, Journal of Consumer Research 12 (June 1985): 31–46 66 Rosch, ‘Principles of categorization’, op cit 374 M09_SOLO6723_06_SE_C09.indd 374 3/31/16 8:20 PM www.downloadslide.com Notes 67 Joan Meyers-Levy and Alice M Tybout, ‘Schema congru-ity as a basis for product evaluation’, Journal of Consumer Research 16 (June 1989): 39–55 68 Mita Sujan and James R Bettman, ‘The effects of brand positioning strategies on consumers’ brand and category perceptions: Some insights from schema research’, Journal of Marketing Research 26 (November 1989): 454–67 69 Lutz Stobbe, EuP Preparatory Studies, ‘Televisions’ (Lot 5) Final Report on Task ‘Consumer Behaviour and Local Infrastructure’ (TREN/D1/40 lot 5-2005), compiled by Deutsche Umwelthilfe and Fraunhofer IZM (contractor: Fraunhofer Institute for Reliability and Microintegration, IZM: Berlin) (2 August 2007): 70 James Surowiecki, ‘Feature Presentation’, The New Yorker (28 May 2007) (accessed 23 May 2007), www.NewYorker.com 71 The 2015 Harris Poll Reputation Quotient® (RQ®): The Reputations of the 100 Most Visible Companies Among the U.S General Public, http://www.harrisinteractive.com/Insights/2015RQ 100MostVisibleCompanies.aspx (accessed 30 March 2015) 72 Sikka, Prem, ‘Sleeping watchdogs’, http://www.guardian co.uk/commentisfree/2009/jan/14/corporatefraud (accessed 14 January 2009) 73 Stuart Rose, quoted in Corporate Reputation Magazine, Oxford University, Michaelmas 2014, Issue 11: p http:// www.sbs.ox.ac.uk/sites/default/files/CCR/Docs/Centre%20 for%20Corporate%20Reputation%20Magazine_Michaelmas%20Term%202014_Issue%2011.pdf (accessed 30 March 2015) 74 Jack Trout, ‘Marketing in tough times’, Boardroom Reports (October 1992): 75 Amna Kirmani and Peter Wright, ‘Procedural learning, consumer decision making and marketing communication’, Marketing Letters 4(1) (1993): 39–48 76 Julie Napoli, Sonia J Dickinson, Michael B Beverland and Francis Farrelly, ‘Measuring Consumer-Based Brand Authenticity’, Journal of Business Research (June 2014), 67, 6: 1090–1098 77 http://www.princeofwales.gov.uk/news-and-diary/wednesday-11th-september-2013-1 (accessed 28 May 2015) 78 C Whan Park, ‘The effect of individual and situation-related factors on consumer selection of judgmental models’, Journal of Marketing Research 13 (May 1976): 144–51 79 Joseph W Alba and Howard Marmorstein, ‘The effects of frequency knowledge on consumer decision making’, Journal of Consumer Research 14 (June 1987): 14–25 80 Anish Nagpal and Parthasarathy Krishnamurthy, ‘Attribute conflict in consumer decision making: The role of task compatibility’, Journal of Consumer Research 34 (February 2008): 696–705 81 Carmen Nobel, “Neuromarketing: Tapping Into the ‘Pleasure Center’ of Consumers,” Forbes (February 1, 2013), http:// www.forbes.com/sites/hbsworkingknowledge/2013/02/01/ neuromarketing-tapping-into-the-pleasure-center-of-consumers/, accessed April 2, 2015; www.neurosciencemarketing.com/blog (accessed April 2015); Martin Reimann, Oliver Schilke, Bernd Weber, Carolin Neuhaus, and Judith L Zaichkowsky, ‘Functional Magnetic Resonance Imaging in Consumer Research: A Review and Application,’ Psychology & Marketing (2011), 28 (6), 608-637; Sandra Blakeslee, ‘If You Have a “Buy Button” in Your Brain, What Pushes It?’ New York Times (October 19, 2004), www.nytimes.com (accessed 19 October 2004); Clive Thompson, ‘There’s a Sucker Born in Every Medial Prefrontal Cortex’, New York Times (26 October 2003), www.nytimes.com (accessed 29 September 2007) 82 See William P Putsis Jr and Narasimhan Srinivasan, ‘Buying or just browsing? The duration of purchase deliberation’, Journal of Marketing Research 31 (August 1994): 393–402 83 Robert E Smith, ‘Integrating information from advertising and trial: Processes and effects on consumer response to product information’, Journal of Marketing Research 30 (May 1993): 204–19 84 Ibid 85 Roland T Rust, Debora V Thompson and Rebecca W Hamilton, ‘Defeating feature fatigue’, Harvard Business Review 84 (February 2006): 100 86 Rebecca W Hamilton and Debora Viana Thompson, ‘Is there a substitute for direct experience? Comparing consumers’ preferences after direct and indirect product experiences’, Journal of Consumer Research 34 (December 2007): 546–55 87 Debora V Thompson, Rebecca W Hamilton and Roland T Rust, ‘Feature fatigue: when product capabilities become too much of a good thing’, Journal of Marketing Research 42 (November 2005): 431–42; Roland T Rust, Debora V Thompson and Rebecca W Hamilton, ‘Defeating feature fatigue’, op cit.: 98–107 88 Robert E Smith, ‘Integrating information from advertising and trial: Processes and effects on consumer response to product information’, op cit 89 Cyndee Miller, ‘Scotland to U.S.: “This Tennent’s for you”’, Marketing News (29 August 1994): 26 90 Jeff Galak, Joseph P Redden and Justin Kruger (2009), ‘Variety Amnesia: Recalling Past Variety Can Accelerate Recovery from Satiation’, Journal of Consumer Research 36, no (2009): 575–84 91 Rebecca K Ratner, Barbara E Kahn and Daniel Kahneman, ‘Choosing less-preferred experiences for the sake of variety’, Journal of Consumer Research 26 (June 1999): 1–15 92 Satya Menon and Barbara E Kahn, ‘The impact of context on variety seeking in product choices’, Journal of Consumer Research 22 (December 1995): 285–95; Barbara E Kahn and Alice M Isen, ‘The influence of positive affect on variety seeking among safe, enjoyable products’, Journal of Consumer Research 20 (September 1993): 257–70 93 J Jeffrey Inman, ‘The Role of Sensory-Specific Satiety in Consumer Variety Seeking Among Flavors’ (unpublished manuscript, A.C Nielsen Center for Marketing Research, University of Wisconsin-Madison, July 1999) 94 Michael Laroche, Chankon Kim and Lianxi Zhou, ‘Brand familiarity and confidence as determinants of purchase intention: An empirical test in a multiple brand context’, Journal of Business Research 37 (1996): 115–20 95 Barbara E Kahn, ‘Understanding Variety-Seeking Behavior From a Marketing Perspective’, unpublished manuscript, University of Pennsylvania, University Park, 1991; Leigh McAlister and Edgar A Pessemier, ‘Variety-seeking beha-vior: An interdisciplinary review’, Journal of Consumer Research (December 1982): 311–22; Fred M Feinberg, Barbara E Kahn and Leigh McAlister, ‘Market share response when consumers seek variety’, Journal of Marketing Research 29 (May 1992): 228–37; Kahn and Isen, ‘The influence of positive affect on variety seeking among safe, enjoyable products’, op cit 375 M09_SOLO6723_06_SE_C09.indd 375 3/31/16 8:20 PM www.downloadslide.com Chapter 9 INDIVIDUAL DECISION-MAKING 96 Rama Jayanti and Anita Jackson, ‘Service Satisfaction: Investigation of Three Models’, in Rebecca H Holman and Michael R Solomon, eds., Advances in Consumer Research 18 (Provo, UT: Association for Consumer Research, 1991): 603–10; David K Tse, Franco M Nicosia, and Peter C Wilton, ‘Consumer Satisfaction as a Process’, Psychology & Marketing (Fall 1990): 177–93 For a recent treatment of satisfaction issues from a more interpretive perspective, see Susan Fournier and David Mick, ‘Rediscovering Satisfaction’, Journal of Marketing 63 (October 1999): 5–23 97 Constance L Hayes, ‘Service takes a holiday’, New York Times (23 December 1998): C1 98 Eugene W Anderson, Claes Fornell and Donald R Lehmann, ‘Customer satisfaction, market share, and profitability: Findings from Sweden’, Journal of Marketing 58(3) (July 1994): 53–66 99 Robert Jacobson and David A Aaker, ‘The Strategic Role of Product Quality’, Journal of Marketing 51 (October 1987): 31–44 For a review of issues regarding the measurement of service quality, see J Joseph Cronin, Jr., and Steven A Taylor, ‘Measuring Service Quality: A Reexamination and Extension’, Journal of Marketing 56 (July 1992): 55–68 100 Amna Kirmani and Peter Wright, ‘Money Talks: Perceived Advertising Expense and Expected Product Quality’, Journal of Consumer Research 16 (December 1989): 344–53; Donald R Lichtenstein and Scot Burton, ‘The Relationship Between Perceived and Objective Price-Quality’, Journal of Marketing Research 26 (November 1989): 429–43; Akshay R Rao and Kent B Monroe, ‘The Effect of Price, Brand Name, and Store Name on Buyers’ Perceptions of Product Quality: An Integrative Review’, Journal of Marketing Research 26 (August 1989): 351–57; Shelby Hunt, ‘Post–Transactional Communication and Dissonance Reduction’, Journal of Marketing 34 (January 1970): 46–51; Daniel E Innis and H Rao Unnava, ‘The Usefulness of Product Warranties for Reputable and New Brands’, in Rebecca H Holman and Michael R Solomon, eds., Advances in Consumer Research 18 (Provo, UT: Association for Consumer Research, 1991): 317–22; Terence A Shimp and William O Bearden, ‘Warranty and Other Extrinsic Cue Effects on Consumers’ Risk Perceptions’, Journal of Consumer Research (June 1982): 38–46 101 Gilbert A Churchill, Jr., and Carol F Surprenant, ‘An Investigation into the Determinants of Customer Satisfaction’, Journal of Marketing Research 19 (November 1983): 491–504; John E Swan and I Frederick Trawick, ‘Disconfirmation of Expectations and Satisfaction with a Retail Service’, Journal of Retailing 57 (Fall 1981): 49–67; Peter C Wilton and David K Tse, ‘Models of Consumer Satisfaction Formation: An Extension’, Journal of Marketing Research 25 (May 1988): 204–12 For a discussion of what may occur when customers evaluate a new service for which comparison standards not yet exist, see Ann L McGill and Dawn Iacobucci, ‘The Role of Post-Experience Comparison Standards in the Evaluation of Unfamiliar Services’, in John F Sherry, Jr., and Brian Sternthal, eds., Advances in Consumer Research 19 (Provo, UT: Association for Consumer Research, 1992): 570–78; William Boulding, Ajay Kalra, Richard Staelin, and Valarie A Zeithaml, ‘A Dynamic Process Model of Service Quality: From Expectations to Behavioral Intentions’, Journal of Marketing Research 30 (February 1993): 7–27 102 Jagdish N Sheth and Banwari Mittal, ‘A framework for managing customer expectations’, Journal of Market Focused Management (1996): 137–58 103 Andreas Herrmann, Frank Huber and Christine Braun-stein, ‘A Regret Theory Approach to Assessing Customer Satisfaction when Alternatives are Considered’, in Dubois, Lowrey, Shrum and Vanhuele (eds), European Advances in Consumer Research 4: 82–8 104 Kjell Grønhaug and Alladi Venkatesh, ‘Products and services in the perspectives of consumer socialisation’, European Journal of Marketing 21(10) (1987); Folke Ölander, ‘Consumer Satisfaction – A Sceptic’s View’, in H.K Hunt (ed.), Conceptualization and Measurement of Consumer Satisfaction and Dissatisfaction (Cambridge, MA: Marketing Science Institute, 1977): 453–88 105 Alessandro M Peluso and Gianluigi Guido, ‘Testing a ntecedents and moderators in product evaluation: towards a new model of consumer satisfaction’ in Alan Bradshaw, Chris Hackley and Pauline Maclaran (eds), European Association for Consumer Research Conference 2010 RHUL, 15 106 The Consumer Markets Scoreboard: Monitoring Consumer Outcomes in the Single Market, COM (2008) 31, European Communities, Luxembourg 2008: 17 107 Mary C Gilly and Betsy D Gelb, ‘Post-purchase consumer processes and the complaining consumer’, Journal of Consumer Research (December 1982): 323–8; Diane Halstead and Cornelia Droge, ‘Consumer Attitudes Toward Complaining and the Prediction of Multiple Complaint Responses’, in Holman and Solomon (eds), Advances in Consumer Research 18: 210–16; Jagdip Singh, ‘Consumer complaint intentions and behavior: Definitional and taxonomical issues,’ Journal of Marketing 52 (January 1988): 93–107 108 The Consumer Markets Scoreboard: Monitoring Consumer Outcomes in the Single Market, COM (2008) 31, European Communities, Luxembourg, 2008: 17 109 Alan Andreasen and Arthur Best, ‘Consumers complain – does business respond?’, Harvard Business Review 55 (July/ August 1977): 93–101 110 Ingrid Martin, ‘Expert–Novice Differences in Com-plaint Scripts’, in Holman and Solomon (eds), Advances in Consumer Research 18: 225–31; Marsha L Richins, ‘A multivariate analysis of responses to dissatisfaction’, Journal of the Academy of Marketing Science 15 (Fall 1987): 24–31 111 John A Schibrowsky and Richard S Lapidus, ‘Gaining a competitive advantage by analysing aggregate complaints’, Journal of ConsumerMarketing 11 (1994) 1: 15–26 112 Veronica Liljander, ‘Consumer Satisfaction with Complaint Handling Following a Dissatisfactory Experience with Car Repair’, in Dubois, Lowrey, Shrum and Vanhuele (eds), European Advances in Consumer Research 4: 270–5 113 Tibbett L Speer, ‘They complain because they care’, American Demographics (May 1996): 13–14 114 Richard W Olshavsky and Donald H Granbois, ‘Consumer Decision-Making – Fact or Fiction’, Journal of Consumer Research (September 1989): 93–100 115 Joseph W Alba and J Wesley Hutchinson, ‘Dimensions of consumer expertise’, Journal of Consumer Research 13 (March 1988): 411–54 376 M09_SOLO6723_06_SE_C09.indd 376 3/31/16 8:20 PM www.downloadslide.com Notes 116 Malcolm Gladwell, Blink: The Power of Thinking without Thinking (New York: Little Brown & Company, 2005): 48–71 117 Ravi Dhar, Joel Huber, and Uzma Khan, ‘The Shopping Momentum Effect.’ Paper presented at the Association for Consumer Research, Atlanta, GA, October 2002 118 Geoffrey C Kiel and Roger A Layton, ‘Dimensions of Consumer Information Seeking Behavior’, Journal of Marketing Research 28 (May 1981): 233–39; see also Narasimhan Srinivasan and Brian T Ratchford, ‘An Empirical Test of a Model of External Search for Automobiles’, Journal of Consumer Research 18 (September 1991): 233–42; Alex Mindlin, ‘-Buyers Search Online, but Not by Brand’, New York Times (13 March 2006), www.nytimes.com (accessed 13 March 2006); Cathy J Cobb and Wayne D Hoyer, ‘Direct Observation of Search Behavior’, Psychology & Marketing (Fall 1985): 161–79; Sharon E Beatty and Scott M Smith, ‘External Search Effort: An Investigation across Several Product Categories’, Journal of Consumer Research 14 (June 1987): 83–95; William L Moore and Donald R Lehmann, ‘Individual Differences in Search Behavior for a Nondurable’, Journal of Consumer Research (December 1980): 296–307 119 Gladwell, 2005, op cit 120 J A Bargh and T L Chartrand, ‘The Unbearable Automaticity of Being’, American Psychologist 54, no (1999): 462–79; J A Bargh and M J Ferguson, ‘Beyond Behaviourism: On the Automaticity of Higher Mental Processes’, Psychological Bulletin 126, no (2000): 925–45 121 Gavan Fitzsimons, ‘LB As I See It’, in M Solomon, Consumer Behaviour, 10th edn (Pearson 2012) 122 Ibid 123 Ibid 124 Lyle Brenner, Yuval Rottenstreich, Sanjay Sood and Baler Bilgin, ‘On the Psychology of Loss Aversion Aversion: Possession, Valence, and Reversals of the Endowment Effect’, Journal of Consumer Research 34 (October 2007): 376 125 Steven J Levitt and Stephen G Dubner, Freakonomics: A Rogue Economist Explores the Hidden Side of Everything (New York, NY: Harper Perennial, 2009); Dan Ariely, Predictably Irrational: The Hidden Forces That Shape Our Decisions (New York, NY: HarperCollins, 2008) 126 Eduardo Porter, ‘How Money Affects Morality’, New York Times (3 January 2013), http://economix.blogs.nytimes com/2013/06/13/how-money-affects-morality/ (accessed 23 February 2015) 127 Gergana Y Nenkov and Maura L Scott, ‘So Cute I Could Eat It Up’: Priming Effects of Cute Products on Indulgent Consumption’, Journal of Consumer Research 41, No (August 2014): 326–341 128 Adrian C North, David J Hargreaves and Jennifer McKendrick, ‘The Influence of In-Store Music on Wine Selections’, Journal of Applied Psychology, 84(2), Apr 1999: 271–76 129 Rob Girling, ‘Design’s Next Frontier: Nudging Consumers into Making Better Life Choices’, Fast Company (15 February 2012), http://www.fastcodesign.com/1669055/ designs-next-frontier-nudging-consumers-into-makingbetter-life-choices?partner=homepage_newsletter (accessed 18 February 2015); for examples in the health and wellness area, cf Zoe Chance, Margarita Gorlin and Ravi Dhar, ‘Why Choosing Healthy Foods is Hard, and How to Help: Presenting the 4Ps Framework for Behavior Change’, Customer Needs and Solutions (2014), 1(4), 253–262 130 Richard H Thaler and Cass R Sunstein, Nudge: Improving Decisions About Health, Wealth, and Happiness (New York: Penguin Books, 2009); Rob Girling, Design’s Next Frontier: Nudging Consumers Into Making Better Life Choices, Co Design (February 29, 2012), http://www.fastcodesign com/1669055/designs-next-frontier-nudging-consumers-into-making-better-life-choices?partner=homepage_ newsletter (accessed 16 February 2013); John A Bargh and Tanya L Chartrand, ‘The Unbearable Automaticity of Being’, American Psychologist 54, no (1999): 462–79; J A Bargh and M J Ferguson, ‘Beyond Behaviourism: On the Automaticity of Higher Mental Processes’, Psychological Bulletin 126, no (2000): 925–45 131 Robert A Baron, Psychology: The Essential Science (Boston: Allyn & Bacon, 1989); Valerie S Folkes, ‘The availability heuristic and perceived risk’, Journal of Consumer Research 15 (June 1989): 13–23; Daniel Kahneman and Amos Tversky, ‘Prospect theory: An analysis of decision under risk’, Econometrica 47 (1979): 263–91 132 Example developed from Ritesh Saini and Ashwani Monga, ‘How I decide depends on what I spend: Use of heuristics is greater for time than for money’, Journal of Consumer Research 34 (April 2008): 914–22 133 Amos Tversky and Daniel Kahneman, ‘Judgment under uncertainty: Heuristics and biases’, Science 27, 185 (September 1974): 1124–131 134 Ritesh Saini and Ashwani Monga, ‘How I decide depends on what I spend’, op cit.: 915 135 Ritesh Saini and Ashwani Monga, ‘How I Decide Depends on What I Spend’, op cit.: 920 136 Wayne D Hoyer, ‘An Examination of Consumer DecisionMaking for a Common Repeat Purchase Product’, Journal of Consumer Research 11 (December 1984): 822–29; Calvin P Duncan, ‘Consumer Market Beliefs: A Review of the Literature and an Agenda for Future Research’, in Marvin E Goldberg, Gerald Gorn, and Richard W Pollay, eds., Advances in Consumer Research 17 (Provo, UT: Association for Consumer Research, 1990): 729–35; Frank Alpert, ‘Consumer Market Beliefs and Their Managerial Implications: An Empirical Examination’, Journal of Consumer Marketing 10, no (1993): 56–70 137 Beales et al., ‘Consumer search and public policy’, op cit 138 Gary T Ford and Ruth Ann Smith, ‘Inferential beliefs in consumer evaluations: An assessment of alternative processing strategies’, Journal of Consumer Research 14 (December 1987): 363–71; Deborah Roedder John, Carol A Scott and James R Bettman, ‘Sampling data for covariation assessment: The effects of prior beliefs on search patterns’, Journal of Consumer Research 13 (June 1986): 38–47; Gary L Sullivan and Kenneth J Berger, ‘An investigation of the determinants of cue utilization’, Psychology and Marketing (Spring 1987): 63–74 139 Durairaj Maheswaran, ‘Country of origin as a stereotype: Effects of consumer expertise and attribute strength on product evaluations’, Journal of Consumer Research 21 (September 1994): 354–65; Ingrid M Martin and Sevgin Eroglu, ‘Measuring a multi-dimensional construct: Country image’, Journal of Business Research 28 (1993): 191–210; Richard Ettenson, Janet Wagner and Gary Gaeth, ‘Evaluating the 377 M09_SOLO6723_06_SE_C09.indd 377 3/31/16 8:20 PM www.downloadslide.com Chapter 9 INDIVIDUAL DECISION-MAKING effect of country of origin and the “Made in the U.S.A.” campaign: A conjoint approach’, Journal of Retailing 64 (Spring 1988): 85–100; C Min Han and Vern Terpstra, ‘Countryof-origin effects for uni-national and bi-national products’, Journal of International Business 19 (Summer 1988): 235–55; Michelle A Morganosky and Michelle M Lazarde, ‘Foreignmade apparel: Influences on consumers’ perceptions of brand and store quality’, International Journal of Advertising (Fall 1987): 339–48 140 See Sung-Tai Hong and Dong Kyoon Kang, ‘Country-ofOrigin Influences on Product Evaluations: The Impact of Animosity and Perceptions of Industriousness Brutality on Judgments of Typical and Atypical Products’, Journal of Consumer Psychology 16, no (2006): 232–39; Richard Jackson Harris, Bettina Garner-Earl, Sara J Sprick and Collette Carroll, ‘Effects of Foreign Product Names and Country-of-Origin Attributions on Advertisement Evaluations’, Psychology & Marketing 11 (March–April 1994): 129–45; Terence A Shimp, Saeed Samiee and Thomas J Madden, ‘Countries and Their Products: A Cognitive Structure Perspective’, Journal of the Academy of Marketing Science 21 (Fall 1993): 323–30; Durairaj Maheswaran, ‘Country of Origin as a Stereotype: Effects of Consumer Expertise and Attribute Strength on Product Evaluations’, Journal of Consumer Research 21 (September 1994): 354–65; Ingrid M Martin and Sevgin Eroglu, ‘Measuring a Multi-Dimensional Construct: Country Image’, Journal of Business Research 28 (1993): 191–210; Richard Ettenson, Janet Wagner, and Gary Gaeth, ‘Evaluating the Effect of Country of Origin and the “Made in the U.S.A.” Campaign: A Conjoint Approach’, Journal of Retailing 64 (Spring 1988): 85–100; C Min Han and Vern Terpstra, ‘Country-of-Origin Effects for UniNational and Bi-National Products’, Journal of International Business 19 (Summer 1988): 235–55; Michelle A Morganosky and Michelle M Lazarde, ‘Foreign-Made Apparel: Influences on Consumers’ Perceptions of Brand and Store Quality’, International Journal of Advertising (Fall 1987): 339–48 141 Teodoro Luque-Martinez, Jose-Angel Ibanez-Zapata and Salvador del Barrio-Garcia, ‘Consumer ethnocentrism measurement – an assessment of the reliability and validity of the CETSCALE in Spain’, European Journal of Marketing 34(11/12) (2000): 1353ff 142 See Richard Jackson Harris, Bettina Garner-Earl, Sara J Sprick and Collette Carroll, ‘Effects of foreign product names and country-of-origin attributions on advertisement evaluations’, Psychology and Marketing 11 (March/ April 1994): 129–45; Terence A Shimp, Saeed Samiee and Thomas J Madden, ‘Countries and their products: A cognitive structure perspective’, Journal of the Academy of Marketing Science 21 (Fall 1993): 323–30 143 ‘EU steps up global battle over Parma ham, Roquefort cheese’, NYT online (28 August 2003) 144 Durairaj Maheswaran, ‘Country of origin as a stereotype: Effects of consumer expertise and attribute strength on product evaluations’, Journal of Consumer Research 21 (September 1994): 354–65 145 Raffaella Paciolla and Li-Wei Mai, ‘The Impact of Italianate on Consumers’ Brand Perceptions of Luxury Brands’, in Alan Bradshaw, Chris Hackley and Pauline Maclaran (eds), European Association for Consumer Research Conference 2010 RHUL, page 61 146 Sung-Tai Hong and Robert S Wyer Jr, ‘Effects of countryof-origin and product-attribute information on product evaluation: An information processing perspective’, Journal of Consumer Research 16 (September 1989): 175–87; Marjorie Wall, John Liefeld and Louise A Heslop, ‘Impact of country-of-origin cues on consumer judgments in multi-cue situations: A covariance analysis’, Journal of the Academy of Marketing Science 19(2) (1991): 105–13 147 Wai-Kwan Li and Robert S Wyer Jr, ‘The role of country of origin in product evaluations: Informational and standardof-comparison effects’, Journal of Consumer Psychology 3(2) (1994): 187–212 148 Maheswaran, ‘Country of origin as a stereotype’, op cit 149 Calvin P Duncan (1990), ‘Consumer Market Beliefs: a Review of the Literature and an Agenda For Future Research’, in NA – Advances in Consumer Research Volume 17, eds Marvin E Goldberg, Gerald Gorn, and Richard W Pollay, Provo, UT : Association for Consumer Research: 729–736 150 Chr Hjorth-Andersen, ‘Price as a risk indicator’, Journal of Consumer Policy 10 (1987): 267–81 151 David M Gardner, ‘Is there a generalized price–quality relationship?’ Journal of Marketing Research (May 1971): 241–3; Kent B Monroe, ‘Buyers’ subjective perceptions of price’, Journal of Marketing Research 10 (1973): 70–80 152 Richard W Stevenson, ‘The brands with billion-dollar names’, New York Times (28 October 1988): A1 153 Douglas B Holt, How Brands Become Icons: The Principles of Cultural Branding (Boston: Harvard Business School Press, 2004) 154 Richard W Stevenson, ‘The Brands with Billion-Dollar Names’, New York Times (28 October 1988): A1; Eric Pfanner, ‘Zipf’s Law, or the Considerable Value of Being Top Dog, as Applied to Branding’, New York Times (21 May 2007); Ronald Alsop, ‘Enduring Brands Hold Their Allure by Sticking Close to Their Roots’, Wall Street Journal, centennial edn (1989): B4 155 http://www.wpp.com/wpp/marketing/brandz/ (accessed 31 March 2015) 156 Jacob Jacoby and Robert Chestnut, Brand Loyalty: Measurement and Management (New York: Wiley, 1978) 157 Anne B Fisher, ‘Coke’s brand loyalty lesson’, Fortune (5 August 1985): 44 158 Jacoby and Chestnut, Brand Loyalty, op cit 159 Ronald Alsop, ‘Brand loyalty is rarely blind loyalty’, The Wall Street Journal (19 October 1989): B1 160 Betsy Morris, ‘The brand’s the thing’, Fortune (4 March 1996): 72(8) 161 Fabrizio Di Muro and Kyle B Murray, “An Arousal Regulation Explanation of Mood Effects on Consumer Choice,” Journal of Consumer Research 39, no (October 2012): 574–84, http://www.jstor.org/-stable/10.1086/664040; Cassie Mogilner, Jennifer Aaker, and Sepandar D Kamvar, ‘How Happiness Affects Choice’, Journal of Consumer Research 39, no (August 2012): 429–43, http://www jstor.org/stable/10.1086/663774; For a study that looks at cross-cultural differences in expression of emotion, cf Ana Valenzuela, Barbara Mellers, and Judi Strebel, ‘Pleasurable Surprises: A Cross-Cultural Study of Consumer Responses to Unexpected Incentives’, Journal of Consumer Research 36, no (2010): 792–805; see also Samuel K Bonsu, Aron Darmody, and Marie-Agnes Parmentier, ‘Arrested Emotions in Reality Television’, Consumption Markets & Culture 13, no 378 M09_SOLO6723_06_SE_C09.indd 378 3/31/16 8:20 PM www.downloadslide.com Notes (2010): 91–107 Parts of this section were adapted from Michael R Solomon, Rebekah Russell-Bennett, and Josephine Previte, Consumer Behaviour: Buying, Having, Being, 3rd ed (Frenchs Forest, NSW: Pearson Australia, 2012) 162 Scott I Rick, Cynthia E Cryder and George Loewenstein, ‘Tightwads and Spendthrifts’, Journal of Consumer Research 34 (April 2008): 767 163 Hannah H Chang and Michel Tuan Pham, ‘Affect as a Decision-Making System of the Present’, Journal of Consumer Research 2013, vol 40, issue 1, pages 42–63 164 Michel Tuan Pham, Leonard Lee, and Andrew T Stephen, ‘Feeling the Future: The Emotional Oracle Effect’, Journal of Consumer Research 39, no (October 2012): 461–77 165 Peter Lieberman and David Pizarro, ‘All Politics Is Olfactory’, New York Times (23 October 2010), http://www nytimes.com/2010/10/24/opinion/24pizarro.html?_ r=1&ref=todayspaper (accessed 31 March 2015) 166 Andrea C Morales, Eugenia C Wu, and Gavan J Fitzsimons, ‘How Disgust Enhances the Effectiveness of Fear Appeals’, Journal of Marketing Research 49, no (2012): 383–93; Bruce Horowitz, ‘Gross Ads Disgust Consumers into Action’, USA Today (27 February 2012), http://-usatoday30.usatoday.com/money/advertising/story/2012-0227/gross–ads-fear-vs-disgust/53275918/1 (accessed 31 March 2015) 167 Rupert Neate, ‘Ad men use brain scanners to probe our emotional response’, Guardian (14 January 2012) http:// www.guardian.co.uk/media/2012/jan/14/neuroscienceadvertising-scanners?INTCMP=SRCH (accessed 31 March 2015) 168 David Kesmodel and John R Wilke, ‘Whole Foods Is Hot, Wild Oats a Dud – So Said “Rahodeb” Then Again, Yahoo Poster Was a Whole Foods Staffer, the CEO to Be Precise’, Wall Street Journal (12 July 2007): A1 See Case studies 7, 8, and 10 at the end of the book: Case study 7: ‘When rapper buys a champagne house: Jay-Z and Ace of Spades’, Nacima Ourahmoune and Joonas Rokka Case study 8: ‘Changing attitudes towards alcohol consumption: emotion and information appeals’, Effi Raftopoulou Case study 9: ‘Ethical Luxury: some consumption dilemmas of ethics and sustainability’, Sheila Malone Case study 10: ‘Dodge’s last stand: or who buys cars these days?, Gry Hongsmark Knudsen 379 M09_SOLO6723_06_SE_C09.indd 379 3/31/16 8:20 PM www.downloadslide.com M09_SOLO6723_06_SE_C09.indd 380 3/31/16 8:20 PM ... Corporation Pearson Education is not responsible for the content of third-party internet sites ISBN: 97 8 -1 -2 9 2 -1 167 2-3 (print) 97 8 -1 -2 9 2-0 634 2-3 (PDF) 97 8 -1 -2 9 2 -1 4 41 8-4 (ePub) British Library Cataloguing-in-Publication... www.ekmpowershop4.com/ekmps/shops/broadbandtv/ digital-tv-world-household-forecasts- 1- 5 -users -1 8 9-p.asp, accessed 18 February 2 015 , Broadband TV News; General displayed text on pp 386–7 from Rupert Neate, Ad men use brain scanners... oct/ 31/ zilzar-com-islamic-answer-amazon-halal-products-services accessed June 2 015 , The Guardian, © Guardian News & Media Ltd 2 016 ; General displayed text 15 from http://ec.europa.eu/eurostat/statistics-explained/