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Consumer Attitude: Formation and Change
CHAPTEREIGHT
1
Overview
First: Definition of Attitude
Second: Models of Attitudes
Third: Attitude Change
2Chapter Eight Slide
First: Definition of Attitude
3Chapter Eight Slide
Introduction
•We have attitudes toward many things (objects): e.g. people, products, brands, advertisements, ideas, places, activities.
•The attitudes have been learned and guide our behavior toward the attitude object.
What Is Your Attitude Toward the Product Advertised? What Is Your Attitude Toward the Ad Itself? Are the Two Attitudes Similar or Different?
4Chapter Eight Slide
You May Have Liked the Product but
Disliked the Ad or Vice Versa
Attitudedefinition
Attitude is a learned predisposition to
behave in a consistently favorable or
unfavorable manner with respect to a
given object.
5Chapter Eight Slide
Concepts of attiudes
• The attitude is toward an object which may be a store, product category , brand or anything else.
• Attitudes are a learned predisposition, either through direct experience or from others. This predisposition may lead to a favorable or unfavorable behavior toward the object.
• Attitudes have consistency, but are not necessarily permanent and can change over time.
• Attitudes occur within a situation.
6Chapter Eight Slide
What Information Does This Ad Provide to AssistConsumers in Forming Attitudes Toward
the Saturn Vue Hybrid?
7Chapter Eight Slide
It is Stylish, Safe, and
Good for the Environment
Second: Models of Attitudes
8Chapter Eight Slide
1-Tricomponent Attitude Model
2- Multiattribute Attitude Model
3- Attitude-Toward-the-Ad Model
These are models that attempt to understand the relationships between attitude and behavior.
Cognition
9Chapter Eight Slide
1- Tricomponent ModelThe three components of attitude are consistent. This means that a change in one attitude component tends to produce related changes in the other components.
Marketing mangers find it difficult to influence the consumer’s behavior (conation) directly to buy the product, instead, they influence the behavior indirectly by providing information, music or other stimuli that influence a belief (cognition) or feeling (affect) about the product.
1- Tricomponent Model
• Cognitive• Affective• Conative
The knowledge and perceptions that are acquired by a combination of direct experience with the object and related information from various sources (what we learn from others)
10Chapter Eight Slide
Components
1- Tricomponent Model
• Cognitive• Affective• Conative
A consumer’s emotions or feelings about a particular product or brand or any other object.
Components
11Chapter Eight Slide
These feelings often tend to be good or bad feelings.
1- Tricomponent Model
• Cognitive• Affective• Conative
The likelihood or tendency that an individual will undertake a specific action or behave in a particular way with regard to the attitude object
Components
12Chapter Eight Slide
Example: tendency to buy a certain brand or from a specific store.
Multiattribute Multiattribute Attitude Attitude ModelsModels
Attitude models that examine the
composition of consumer attitude in
terms of selected product attributes or
beliefs
13Chapter Eight Slide
2- Multiattribute Models
2- Multiattribute Attitude Models
• The attitude-toward-object model
• The attitude-toward-behavior model
• Theory-of-reasoned-action model
• Attitude is function of the presence of certain beliefs or attributes with respect to an object.
• Consumers will like a brand or product that has an adequate level of attributes that the consumer thinks are important.
• Example: if you are buying a home, there is a list of attributes that the home must have – 2 bedrooms, 2 bathrooms, air conditioning, and a back yard. With this model, an attitude is positive for the house that has the most of these attributes.
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2-Multiattribute Attitude Models
• The attitude-toward-object model
• The attitude-toward-behavior model
• Theory-of-reasoned-action model
• Is the attitude toward behaving with respect to an object, rather than the attitude toward the object itself
• Corresponds closely to actual behavior
• The question here is how likely are you to purchase brand X (behavior) rather than how highly do you rate brand X (object)
15Chapter Eight Slide
A study: factors the affect Attitude toward behavior of Online Shopping
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The attitude toward the behavior was measured by how consumers view nine benefits of online shopping, including: effectiveness, convenience, information, safety, service, delivery speed, web design, selection, and familiarity with company name.
Actual behavior
2- Multiattribute Attitude Models
• The attitude-toward-object model
• The attitude-toward-behavior model
• Theory-of-reasoned-action model
• Includes cognitive, affective, and conative components (attitude)
• In addition to attitude, the model also Includes subjective norms (social pressure) on how a consumer is influenced by others.
17Chapter Eight Slide
A Simplified Version of the Theory of Reasoned Action
18Chapter Eight Slide
Applying the Theory of Reasoned Action to Change Intentions
• It helps to identify those attributes most important in causing consumers to form positive (or negative) attitudes toward the purchase of a product– Changing attitude toward purchase
• It helps to identify and helps to adjust sources of social pressure and their possible role in intention formation– Changing subjective norms
Chapter Eight Slide 19
Attitude-Attitude-Toward-the-Toward-the-
Ad ModelAd Model
A model that proposes that a consumer forms various
feelings (affects) and judgments (cognitions) as a result of exposure to an advertisement, which, in
turn, affect the consumer’s attitude toward the ad and attitude toward the brand.
20Chapter Eight Slide
3- Attitude toward-the-ad model
A Conception of the Relationship Among Elements in an Attitude-Toward-the-Ad Model
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22Chapter Eight Slide
Attitude change and formation are not all that different. They are both learned, they are both influenced by many factors such as: personal experience, personality effects, family influence, and marketing communications.
Third: Attitude Change
Strategies of Attitude Change
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1- Changing the Basic Motivational Functions
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An effective way to change consumer attitudes toward a product or brand is to change his four motivational functions:
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• Utilitarian function is how the product is useful to us. A marketer might want to create a more consumer positive attitude toward a brand by showing utilities the brand can do.
• ego-defensive function would show how the product would make them feel more secure and confident (e.g. cosmetics that defense women’s appearance).
• value-expressive function would more positively reflect the consumer’s values or lifestyle.
• knowledge function would satisfy the consumer’s “need to know” and help them understand more.
It is important for marketers to realize that they might have to combine functions because different customers are motivated to purchase their products for different reasons. Someone might buy a product because it tastes good and fills them up (utilitarian), while another thinks it is low fat and will make them healthy and therefore look better (ego-defensive).
1- Changing the Basic Motivational Functions
Why and How Does This Ad Appeal to the Utilitarian Function?
26Chapter Eight Slide
The Product is Green and
Works as Well or Better than
Other Products.
Which Lifestyle- Related Attitudes (value expressive) Are Expressed or Reflected in This Ad?
27Chapter Eight Slide
Healthy Eating and Snacking Lifestyle
How Does This Ad Provide Information to Establishor Reinforce Consumer Attitudes?
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It Raises the Question About UVA Rays and
then Provides Information
(knowledge) n Sun Protection.
29Chapter Eight Slide
• Attitudes are related, at least in part, to certain groups, social events, or causes.
• It is possible to alter (change) attitudes toward companies and their products by pointing out their relationships to these groups, events, or causes.
• Example: advertisement around the playground in football matches or events sponsorships.
2- Associating the Product with an Admired Group or Event
30Chapter Eight Slide
The Fiji water’s link to Environmental Cause
Likely to Impact Consumers’
Attitudes Toward Its Product. Accordingly,
they Might Have a More Favorable Attitude
toward the company and its product.
2- Associating the Product with an Admired Group or Event
3- Altering Components of the Multiattribute Model
– Changing consumer’s evaluation of attributes. Example: Perhaps the consumer thinks that the product fine to be inexpensive, but a marketer might be able to point out that it is often worth paying a bit more for better quality.
– Changing brand beliefs. Example: Maybe a consumer thinks a brand is very expensive when in fact it is less expensive than several other brands.
– Adding an attribute. Example: Who thought chewiness was an attribute that could even exist for a vitamin until Gummy Vites came along?
– Changing the overall brand rating, not a single attribute of it. Example: using statements like: “ the one all others try to imitate” or “ the largest selling brand”.
31Chapter Eight Slide
How Is This New Benefit Likely to Impact Consumers’ Attitudes Toward the Product?
32Chapter Eight Slide
The ad states that there is a link between
one’s mouth health and the health of one’s whole body, changing
the overall brand rating in the minds of target
consumers
How Is the Absence of an Ingredient Likely to Lead to a Favorable Attitude Toward a Product?
33Chapter Eight Slide
Adding an attribute
(chewiness) to vitamins
4- Changing beliefs about the attributes of competitors’ brands
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How Is Valvoline’s Attempt to Change Attitudes Toward a Competing Brand Likely to
Impact Attitudes Toward Its Own Brand?
By Showing Better Wear Protection
Elaboration Elaboration Likelihood Likelihood
Model Model (ELM)(ELM)
Customer attitudes are changed by two
distinctly different routes to persuasion:
a central route or a peripheral route.
35Chapter Eight Slide
Central and peripheral routes of changing attitudes (Elaboration likelihood model)
Elaboration Likelihood Model
36Chapter Eight Slide
High Involvement
Low Involvement