A case in which a novel or infrequently encountered situation requires a customized solution
What is non-programmed decision?
100
The mental activity of retrieving information about past experiences, positive or negative, with product's, services, stores, salespeople, or other aspects of the purchase situation
What is Internal Search
100
An alternative analytical procedures consumers use to process information and arrive at a selection
What is Decision Rules?
100
The vocabulary term for: "An attitude formed toward a purchase?"
What is "Customer Satisfaction"
100
"the mental activity of retrieving information that has been stored in long-term memory and deals with products or services that can help an individual solve a problem"
What is "Internal search"
200
A tendency of consumers to tailor their cognitive effort to suit the task at hand
What is constructive processing?
200
This deals with encoding redundant or confusing information, resulting in categorizing that information into chunks that are meaningful to a person
What is Sharpening
200
A view of how decision makers, under risk conditions, value different options and assess their outcomes
What is Prospect Theory?
200
Companies are adopting this concept, which encompass the various stages of a customer's experience with the firm. Interactions, human or mechanical, that occur during the customer relationship lifecycle.
What is Consumer Touchpoint Management (CTM)
200
"Simple rules of thumb consumers use as shortcuts to reduce shopping effort"
What are "Heuristics"
300
Cases where consumers follow habitual routines to deal with frequently encountered situations
What are programmed decisions?
300
A process of generalization, when information about one object can be transferred or generalized to another object.
What is Leveling
300
A high score on one attribute of a brand can make up for a low score on another
What is Compensatory Decision Rule?
300
Customer satisfaction is an evaluative judgement related to the level of ______ rather than to actual product performance
What are "Consumer Expectations"
300
"A view that a given decision can be structured from either a gain or loss perspective"
What is "Framing"
400
An elevated level of expended effort used in making risky and significant decisions.
What is extended problem solving?
400
Recognizing that consumers use search throughout the mulch-channel shopping process, retailers now incorporate _____ ______ into their overall multi- channel strategy
What is Search Marketing
400
3 Decisions Rules Used by Consumers
What is Simple-Additive Rule; Weighted-Additive Rule; Affect-Referral Rule; Elimination-by-Aspects Rule; Conjunctive Rule; Disjunctive Rule; Lexicographic Rule
400
According to the text, a recent survey done by SmartBrief indicated that 34.5 percent of respondents believed _____ forces companies to respond, follow-up, and resolve complaint's immediately
What is "Social Media"
400
"Those few brands that come to mind when one thinks of a product category"
What is "Evoked Set"
500
The five stages of the consumer decision process
What are:
1.Problem recognition
2.Search activity
3.Identifying and evaluating alternative solutions
4.Purchase or commitment
5.Postpurchase considerations.
500
Searching the web for product or service information is this type of search
What is External Search
500
Under this rule decisions are made without considering product attributes. Buyers use a global or holistic evaluation to determine their choice
What is the Affect-Referral Rule?
500
"_______ is a function of the discrepancy or contrast between obtained and expected outcomes."
What is Satisfaction
500
"A process of changing stimuli from ambiguous forms to more conventional ones"