Lecture 4 psychological determinants of consumer behavior
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Transcript of Lecture 4 psychological determinants of consumer behavior
PSYCHOLOGICAL DETERMINANTS OF CONSUMER BEHAVIOR
Prof. SAVICA
DETERMINANTS THAT INFLUENCE CONSUMER BEHAVIOR
1
2
3
4
Psychological
Sociological
Economic
Demographic
OTHER DETERMINANTS THAT INFLUENCE CONSUMER BEHAVIOR
1
2
3
War
Earthquake
Flood
Change of consumer behavior
4 Infectious diseases
PSYCHOLOGICAL DETERMINANTS
1
2
3
Needs
Motives
Motivation
4 Perception
Internal world of a person
5
6
7
8
9
Personality, self-image
Learning
Consumer knowledge
Intentions
Attitudes and beliefs
1. NEEDSDefinitions
Feeling a lack of something and efforts to remove that
feeling
Feeling of imbalance in the body / strive to make a balance
Physical and emotional discomfort and dissatisfaction and desire for their removal
Pressure on the nervous system to take action
1. NEEDSDefinitions
А В С
Current state
Where are youat the moment
Gap Desired state
Where you want to be
The ad shows a man in the desired state and suggests a solution (purchasing equipment) to get fit
1. NEEDSFactors that influence the appearance of needs:
Economic and social development
Social structure
Family, friends, partners
Habits, experience
Religion
Fashion, taste, preferences
Needs change over time!
2. MOTIVESDefinitions
need motive objective
1. Internal force that drives man to act!
2. Comes from unfulfilled needs!
3. Strong tension directed towards a specific purpose!
4. Desire to fulfill the needs (physiological and psychological) by buying products!
5. Immediate triggers to action!
5. Energy towards fulfilling the needs!
2. MOTIVESWhy do people buy?
hunger
fashion
company
standard
habits
2. MOTIVESHow motives occur?
Interpersonal unfulfilled needs
External impact (ads, friends, family)
2. MOTIVESClassification of motives 1:
А. Rational Б. Emotional
-economic motives
-price, quality, functionality, safety, durability
Ex: car, laptop, expensive travel
-subjective, personal motives
-prestige, fashion, status, pride, recreation, curiosity, satisfying human senses
Ex: restaurants, jewelry, new products
TIME
2. MOTIVESClassification of motives 2:
А. Primary Б. Secondary
- innate, biogenic, for living
Ex: food, water, sex, air
- acquired, learned, psychogenic
Ex: restaurants, jewelry, education
2. MOTIVESClassification of motives 3:
А. Positive Б. Negative
-driving force towards some object or conditionEx: eating healthy food
-driving force away from some object or conditionEx: avoiding fatty food
2. MOTIVESClassification of motives 4:
А. Short-term Б. Long-term
-they have to be fulfilled at once!
Ex: petrol, ATM, food, water
-their satisfaction can be postponed, when purchasing conditions (price, quality) are suitable
Ex: car, education, computerAFFECT
-reflex, current, automatic product purchase (caused of anger, fear, surprise, confusion)
3. MOTIVATIONCycle of motivation
Needs Motive Objective (purpose)
Non-filled needs, wants, desires
Pressure, strive, energy Buying products
New needs Dissatisfaction(lack of time, money)
Defensive mechanisms-frustration-aggression-blaming others-withdrawal-suppressing the need-rationalization-fantasizing
3. MOTIVATIONMotivational conflict
Fulfilling a need at the expense of others!(money and time spent on one need reduce money and time for other
needs)
1
2
3
decision between two desirable alternatives new furniture / expensive trip
decision between two undesirable alternatives
decision has both positive and negative consequences
cleaning the room / washing dishes
smoking / healthcareer / private life
Approach - Approach
Avoidance - Avoidance
Approach - Avoidance
3. MOTIVATIONMotivation theories– connecting needs with goods and services
MASLOW THEORY
Physiological
Safety
Social
Esteem
Self-actualization
MASLOW’S HIERARCHY OF NEEDS
Figure 4.2
3. MOTIVATIONMotivation theories– connecting needs with goods and services
David McClellandTrio needs theory
Power Achievement Affiliation
Achieving personal success
Desire for companionship,
friendship, acceptance, belonging
Need to control other persons and various
subjects
3. MOTIVATIONWhat motive is shown in the ad?
3. MOTIVATIONWhat motive is shown in the ad?
power
3. MOTIVATIONWhat motive is shown in the ad?
3. MOTIVATIONWhat motive is shown in the ad?
affiliation
3. MOTIVATIONWhat motive is shown in the ad?
3. MOTIVATIONWhat motive is shown in the ad?
success
4. PERCEPTIONHow we see the world around us!
4. PERCEPTUAL PROCESS
We receive external stimuli through our five senses
4. PERCEPTION= psychological process of recording and processing information from
the outside world on the basis of personal attitudes, knowledge, experience, memory, fantasies, expectations
trader
painter
zoologist
4. PERCEPTION4 types of selection
Selective Exposure
Selective Attention
Selective Retention
Selective Distortion
Exposure on information
Noticing only relevant information
Memorizing only important information
Individual interpretation of information
4. PERCEPTION
Threshold of consciousness
Absolute thresholds = minimum stimulation that an average person can notice (the lowest level at which an individual can
experience a sensation)
Stimuli Absolute thresholds
Vision A candle flame 30 miles away
Hearing A watch ticking 20 feet away
Taste A teaspoon of sugar in a gallon of water
Smell A drop of perfume in a six-room house
Touch A wing of a fly on your cheek, dropped 1 cm
4. PERCEPTIONThreshold of consciousness
Absolute thresholds = minimum stimulations that an average person can notice
Differential threshold of consciousness = minimal difference that can be detected between two similar stimuli
-Negative changes hardly are noticeable (change in volume, change in price)
-Positive changes are more noticeable
4. PERCEPTION
Subliminal Perception
A person sees or hears messages without being aware of them!
very weak or too brief stimuli beneath the threshold of consciousness
sound, music, voice, text inserted in ads
high speed photography
no major effect on the behavior
4. PERCEPTIONSubliminal Perception
4. PERCEPTION
Perceived risk
Level of risk and uncertainty that consumers faces as a result of the purchase of the product!
Financial
Functional
Social
Psychological
Physical (health)
-buying a brand-experience-testimonials-friends, family-additional information-expensive products-guarantees
5. PERSONALITY AND SELF-IMAGE
What is personality?
Something that is inherited, experienced from early childhood Something that is constantly changing under the influence of environment/societyOne unified entity / special characteristics of a person
5. PERSONALITY AND SELF-IMAGE
What is personality?
Def: inner psychological characteristics that both determine and reflect how a person responds to his/her environment
Companies must identify those inner specific personality traits to make appropriate product and promotions
Inner – specific qualities, attributes, traits, factors and mannerisms that distinguish one individual from another – influencing the individual's product choice!
5. PERSONALITY AND SELF-IMAGE
Definitions
1
2
3
Looks, how one wants to present in front of others!
Internal side of a person
Personal identity with
their attitudes, beliefs, desires, motives, interests, feelings
5. PERSONALITY AND SELF-IMAGE
What kinds of people exist?
We are just like we are! Some are fat, some thin, some tall, some short, some blue-eyed, some white, and so is the behavior. Some are confident, others are withdrawn, some are smart, some stupid. Studies show that
We are all born with a wide range of possibilities!
5. PERSONALITY AND SELF-IMAGE
Companies use personality in promotions!
We are all created equal! But after that, it's up to you!
5. PERSONALITY AND SELF-IMAGE
1 feature: Personality reflects individual differences
Personality = unique combination of factors, no two individuals are exactly alike!
5. PERSONALITY AND SELF-IMAGE
2 feature: Personality is consistent and enduring
Although a child may be characterized as quiet and peaceful, over time, influenced by environmental, economic, sociological, psychological
factors, he/she can manifest different behavior
5. PERSONALITY AND SELF-IMAGE
3 feature: Personality can change
Personality changes with major changes in life: marriage, divorce, birth of a child, death of a loved one, a significant career promotion.
Personality changes with aging = more sensitive, calmer, quieter, more stable!
5. PERSONALITY AND SELF-IMAGERelationship between food and
personality!
Snack food Personality traits
potato chips
pretzels
crackers
cheese curls
nuts
popcorn
meat snacks
Ambitious, successful, high achiever
Lively, flirtatious, intuitive, overcommit to projects
Rational, logical, contemplative, shy, lonely
Principled, fair, proper, plans ahead, loves order
Easygoing, empathetic, understanding, calm
Modest, self-confident, takes charges
Generous, gregarious, trustworthy, trusting
5. PERSONALITY AND SELF-IMAGE
Colours and personality
Colour Personality link Marketing insights
Blue
Yellow
Green
Red
Orange
White
Black
Silver, gold
=commands respect, authority
=caution, novelty, warmth, temporary
=secure, natural, relaxed, easygoing
=human, exciting, hot, passionate, strong
=powerful, affordable, informal
=goodness, purity, chastity, delicacy
=sophistication, power, authority, mystery
=regal, wealthy, stately
IBM holds the title to blue
Coffee in yellow tastes “weak”
Vegetables and chewing gum
Makes food smell better
Draws attention quickly
Reduced calories
High-tech electronics, bath products
Suggests premium price!
5. PERSONALITY AND SELF-IMAGE
According to Jung: two types of people!
introvert closed, withdrawn, cautious, quiet
extrovert open, lively, communicative, dynamic
5. PERSONALITY AND SELF-IMAGE
According to Karen Horney: CAD Theory
compliant aggressive detached
Move towards others Move against others Move away from others
Wants to be loved, appreciated
Wants to be admired, respected
Wants to be independent, self-
sufficient, individual
Survey: Children who are detached, are not loyal to brands, and want to try different brands!
5. PERSONALITY AND SELF-IMAGEConsumers have a variety of enduring images of
themselvesA person acts quite differently with different people in different situations!
One person has multiple selves!(different behavior with parents, at school, at work, at a museum, with
friends)
Self-image can change!
5. PERSONALITY AND SELF-IMAGEHow a self-image is created and
developed?
intelligence
socialization
education
environment
culture
6. CONSUMER LEARNINGWhy consumer learning is important for marketers?
From marketing point of view– teaching consumers about products, product attributes and their potential benefits: where to buy them, how to use
them, how to maintain them, how to dispose of them
Cognitive learning
Behavioral learning
Learning is a mental process
Learning is a result of external stimuli
6. CONSUMER LEARNINGDefinitions
----is a process through which consumers gain new knowledge and use it accompanied by personal experience as a basis for future behavior in similar
situations
Continuous process of changes in consumer behavior (learned behavior) from previous experience!
process
Intentional learning
Incidental learning
6. CONSUMER LEARNINGLearning elements
1.MOTIVATION
Motivation acts as a spur to learning!
6. CONSUMER LEARNINGLearning elements
2.CUES
Cues are the stimuli that give direction to motives!
6. CONSUMER LEARNINGLearning elements
3.RESPONSE
How individuals react to a drive or a cue constitutes their response! Learning can occur even when responses are not overt!
6. CONSUMER LEARNINGLearning elements
4.REINFORCEMEN
T
Likelihood that a specific response will occur in future!
6. CONSUMER LEARNINGReinforcement
Likelihood that a specific response will occur in the future!
7. CONSUMER KNOWLEDGEWhat consumers know and don’t know about the
products!
=set of all the information engraved in the memory of a consumer, relevant for buying and consuming of products!
1. What is Crest? What Topol means?2. What the abbreviation SPF means?3. What is the difference between Rolex and Timex?4. What is Maybach?
7. CONSUMER KNOWLEDGEWhat consumers know and don’t know about the
products!
=consumer with more knowledge will buy a better product!
??
??
? ?√
7. CONSUMER KNOWLEDGE5 types of knowledge:
1. Knowledge of the existence of a product
Are consumers aware of the product?
First approachCan consumers recall the
product?
Second approachCan consumers recognize the
product name?
Example: Marketer asks consumers to write all the
chocolate brands they know
The first indicated/listed brand is called Awareness of the Brand
positioning
Example: Marketer shows a list of chocolate brands to consumers, and they need to identify brands
they know!
7. CONSUMER KNOWLEDGE5 types of knowledge:
2. Knowledge of characteristics and associations of the product
Analysis of image-what consumers know about the characteristics and associations of the product
Ex: What comes to your mind when you see this rabbit?
consumers who reported the association are counted!More consumers- stronger association
Usage of a scale ... on a scale from 1 to 5 consumers are asked to indicate whether or not are familiar with the product!
7. CONSUMER KNOWLEDGE5 types of knowledge:
3. Knowledge in buying
Knowledge about elements of the purchasing act (prices, working hours, shop location)
А) knowledge about PRICE
Б) knowledge about TIME Traditional discounts Trade show discounts Seasonal discounts
В) knowledge about LOCATION shop, market Internet, website Catalogue
7. CONSUMER KNOWLEDGE5 types of knowledge:
4. Knowledge of consuming and using the products
Knowledge about how one product can be consumed and what is required for its usage!
If the consumer does not know how to use the product, he/she wont buy it!
Wrong way of using a product can cause injury!
Additional information and education!
7. CONSUMER KNOWLEDGE5 types of knowledge:
5. Knowledge of persuasion
Knowledge of persuasive tactics and goals of companies!
Manipulations!
7. CONSUMER KNOWLEDGEKnowledge sources
Comments from others
Family, friends, partner
Media
Internet
Experience
7. CONSUMER KNOWLEDGEUndesirable (unwanted)
knowledge
Bad information, failing to understand the idea of the company
Change of opinion
8. CONSUMER INTENTIONSSubjective estimates about what consumers will buy
in the future!
What are the intentions of the consumers?
One can learn from EXPERIENCE!
8. CONSUMER INTENTIONSTypes of consumer intentions
Intention to buy Will you buy Milka chocolate this weekend?
Intention to buy again Will you buy Milka chocolate again?
Consumer intentions Will you spend 10 Euros for Milka chocolate?
Intentions for information
Do you need additional information on Milka chocolate?
Intentions to consume Will you consumer Milka chocolate at work?
9. ATTITUDES AND BELIEFSAttitude = preference for one product over another
= learned predispositions
How attitudes are created?
ExperienceSocialization What we like vs. what we don’t like!
Marketers:
1. Repeating the existing attitudes
2. Changing the existing attitudes
3. Creating new attitudes
9. ATTITUDES AND BELIEFSAttitude is not a customer's intention to buy!
9. ATTITUDES AND BELIEFSBelief = knowledge of what we think is true from our point
of view (from experience)
MINI TESTExplain the following terms
• Personality-------------------------
• Unwanted knowledge--------------
• Attitude----------------------------
• Introvert is--------------------------
• Belief--------------------------------
• Perception---------------------------
• Differential threshold of consciousness- -------------------
• Financial risk----------------------