...object. As a consumer, we have a wide range of products and services to choose from and we tend to form attitudes towards each products while making decisions, for example when we are being questioned whether we like or dislike the specific product in a survey. At that moment, we are being asked to express our point of view on the certain product or service. As the way consumers feel about the brand reflects their attitudes towards that brand. Consumer’s attitudes towards a certain product is crucial for any marketers as it determines how well their products or services perform in the specific market. From that, marketers will know how to tailor their products to meet each individual’s unique requirement. There are two types of attitudes, positive attitude and negative attitude. When a consumer have a positive attitude towards a product, he or she will spread positive word of mouth to others, this can boost up the company’s image, however, negative attitudes towards the product may have a big impact on both reputation and sales of the company. This essay will outline how consumer attitudes are formed and affect the behavior of consumers. Next, the difference in behavior and attitudes on product choice and purchase when consumers are rational or irrational decision makers will be discussed, Lastly, the ways marketers used to change consumers ‘attitudes and behavior when they are rational or irrational will be included as well. Content Different types of consumers have different...
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...Attitude: A lasting, general evaluation of people, (including oneself), objects, or issues. • Is lasting because it tends to endure over time • It is general because it applies to more than a momentary event • Can be very product-specific behaviours (Crest toothpaste rather than Colgate) • Can be toward more general consumption-related behaviours (how often they should brush their teeth) Attitude Object (A0): Anything toward which a person has an attitude, whether it is tangible or intangible. The Functions of Attitudes Functional Theory of Attitudes: Attitudes exist because they serve some function for the person; that is, they are determined by a person’s motives. • Developed by psychologist Danial Katz Attitude Functions 1. Utilitarian Function a. Related to the basic principles of reward and punishment b. Develop attitudes based on whether these products provide pleasure or pain c. Ads that stress straightforward product benefits appeal to the utilitarian function 2. Value-expressive Function a. Express the consumer’s central values or self-concept b. Product attitude not because of its objective benefits c. Of what the product says about him/her as a person d. Highly relevant to lifestyle analyses, where consumers cultivate a cluster of activities, interest and opinions to express a particular social identity 3. Ego-defensive Function a. Formed to protect the person, either from external threats or internal feelings b. Products that will protect...
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...doi:10.1016/j.annals.2011.01.015 BRAND EQUITY, BRAND LOYALTY AND CONSUMER SATISFACTION Janghyeon Nam Kyungnam University, South Korea Yuksel Ekinci Georgina Whyatt Oxford Brookes University, UK Abstract: This study aims to investigate the mediating effects of consumer satisfaction on the relationship between consumer-based brand equity and brand loyalty in the hotel and restaurant industry. Based on a sample of 378 customers and using structural equation modelling approach, the five dimensions of brand equity—physical quality, staff behaviour, ideal selfcongruence, brand identification and lifestyle-congruence—are found to have positive effects on consumer satisfaction. The findings of the study suggest that consumer satisfaction partially mediates the effects of staff behaviour, ideal self-congruence and brand identification on brand loyalty. The effects of physical quality and lifestyle-congruence on brand loyalty are fully mediated by consumer satisfaction. Keywords: brand equity, customer satisfaction, brand loyalty. Ó 2011 Elsevier Ltd. All rights reserved. INTRODUCTION Consumer satisfaction is essential to long-term business success, and one of the most frequently researched topics in marketing (e.g., Jones & Suh, 2000; Pappu & Quester, 2006). Because consumer satisfaction has been regarded a fundamental determinant of long-term business success, much of the research on consumer satisfaction investigates its impact on consumers’ post consumption evaluations such as...
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...A study of the effects of brand image on consumer behaviour and brand equity Eddie Phun Foo Boon BA Hons (University Malaya) MBA (University Putra Malaysia) International Graduate School of Management Division of Business and Enterprise University of South Australia (UniSA) Submitted on this 10th November in the year 2004 for the partial requirements of the degree of Doctor of Business Administration UNIVERSITY OF SOUTH AUSTRALIA 31 A66 2.1JuJ LIBRARY. Doctor of Business Administration Portfolio Submission Form Name: Phun Foo Boon Student ID: 100008513 Dear Sir / Madam To the best of my knowledge, the portfolio contains all of the candidate's own work completed under my supervision, and is worthy of examination. I have approved for submission the portfolio that is being submitted for examination. Signed: D. Dymock iQuek Ai Hwa Assoc. Prof. Dr. Darryl Dymock / Assoc. Prof. Dr. Quek Ai Hwa 10 Nov 2004 Supported By: /I 51:c--- in_ Prof. David Richards Chair, IGSM Doctoral Board of Examiners DBA Portfolio Declaration I hereby declare that this portfolio submitted in partial fulfilment of the DBA degree is my own work and that all contributions from any other persons or sources are properly and duly cited. I further declare that it does not constitute any precious work whether published or otherwise. In making this declaration, I understand and acknowledge any breaches of the declaration constitute academic misconduct...
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...| Brand Loyalty and Its Measurement | | Literature review | | Brand Loyalty and Its Measurement | | Literature review | Contents Brand Loyalty 2 Advantages of Brand Loyalty: 3 The Four Pillars of Brand Loyalty Marketing 4 Keep Your Loyal Customers Loyal 4 The Sale Is Not the End of the Marketing Task 4 Branding Policy Is Business Policy 4 Three Dimensional Model of Brand Loyalty 5 Measures of Brand Loyalty 6 Trust-based Commitment model 7 The Multidimensional model 8 Net Promoter Score model 8 Multivariate Analysis of Brand Loyalty 9 Involvement/ Support Model 13 References 14 Brand Loyalty The success of a firm depends largely on its capability to attract consumers towards its brands. In particular, it is critical for the survival of a company to retain its current customers, and to make them loyal to the brand. Firms selling brands with a high rate of loyal consumers have a competitive advantage over other firms. Brand loyal consumers reduce the marketing costs of the firm as the costs of attracting a new customer have been found to be about six times higher than the costs of retaining an old one. Moreover, brand loyal consumers are willing to pay higher prices and are less price-sensitive. Brand loyalty also provides the firm with trade leverage and valuable time to respond to competitive moves. In sum, loyalty to the firm's brands represents a strategic asset which has been identified as a major source of the brands' equity...
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...Consumer Behaviour Theory Analysis In Nokia And Motorola Marketing Essay ukessays.com /essays/marketing/consumer-behaviour-theory-analysis-in-nokia-and-motorolamarketing-essay.php The company manufactures mobile devices for almost every key market segment and protocol that also involves GSM, CDMA, and W-CDMA. In addition to manufacturing mobile devices the company also offers various internet services like applications, maps, games, media, music and messaging (Nokia Looks Beyond, 2004). The company’s subsidiary “Nokia Siemens Networks” manufactures telecommunications network equipment, resolutions and services. Moreover, the company also serves its customers with free digital map information and navigation services (About Nokia, 2010). The company operates as a leader in the mobile telecommunications and this competency of the company depends upon its abundant experience, technology invention and precise marketing strategy. In the product category of mobile-phone brand, Nokia has attained number one position and it is all due to its approach towards its customers. In this project the product category selected for the discussion is “mobile phones” in which Nokia has established itself as leading brand in comparison to any other mobile phone manufacturer. With its advanced technologies and features the company has established itself a well-known brand in the mobile phone category (About Nokia, 2010). The company believes in offering handsets with attractive designs, advanced applications...
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...it encourages further analysis of consumer behaviour and aids, understanding many of the concepts and models that are core to consumer behaviour. The article reports that consumers in the UK are increasingly purchasing Fair-trade products, citing a 12% rise in 2011 from 2010. Consumers are more prepared to spend their money to help ensure a better deal for foreign farmers and prevent their exploitation and their very motivation behind this demonstrates many of the core concepts of consumer behaviour. The article provides the background information that the overall market growth for grocery products stood at around 5% and suggests that this market growth isn’t sustainable and also suggests that consumers will continue to increase their purchases of Fair-trade products despite increasing financials hardship amongst UK consumers. The article invites analysis of how consumer’s desire for ethically sourced products is being tapped into by companies and what is motivating the purchase decisions of these consumers. It also offers an insight into the organic food products market, which has seen sales fall year on year for the last 3 years. This essay illustrates how by applying consumer behaviour theory to the facts reported in the article, understanding of the consumer is greatly improved. The essay will offer analysis of the consumer from three different perspectives; (1) the cognitive consumer, (2) the emotional consumer and (3) the social consumer. A possession as part of the extended...
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...Universally Successful Brand 8 History of the Brand 9 Advertising 9 Packaging 10 Point of Purchase Display of Coca-Cola 11 Conclusion 12 References 13 Biblography 14 Abstract This paper will seek to define what are cognitive, affective and behavioural responses and link them to how the Coca-Cola Company has used its marketing mix to influence consumer responses in these ways. Section One Introduction Coca Cola (Coke) is one of the most successful brands in history and definitely the most well-known. The brand is identifiable in even the most remote parts of the planet and according to its website has a brand value of approximately $81.6 million (coca-cola company.com). Thought little has been done to alter the taste of the original coca cola formula, the 128 year old soft drink giant continues to evolve as the needs of the market change via innovation and keeping on top of trends. This is accomplished through continuous analyse of the needs of the customers within an ever changing market in order to meets and exceeds the consumer’s expectation. (Interbrand.com). Undoubtedly, the company’s reach is wide and within recent years Coca Cola has managed to develop a vast portfolio of products ranging from water to juices to diet drinks thereby widening its market share by aiming to satisfy all the refreshment needs of its potential customers. Coca Cola is no doubt a world-wide phenomenon! It has managing to create unprecedented brand loyalty thus ensuring...
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...Consumer Behavior in Tourism Industry ABSTRACT The theories of consumer decision-making process assume that the consumer’s purchase decision process consists of steps through which the buyer passes in purchasing a product or service. However, this might not be the case. Not every consumer passed through all these stages when making a decision to purchase and in fact, some of the stages can be skipped depending on the type of purchases. The reasons for the study of consumer’s helps firms and organizations improve their marketing strategies by understanding issues such as: * The psychology of how consumers think, feel, reason, and select between different alternatives (e.g., brands, products); * The psychology of how the consumer is influenced by his or her environment (e.g., culture, family, signs, media); * The behavior of consumers while shopping or making other marketing decisions; * Limitations in consumer knowledge or information processing abilities influence decisions and marketing outcome; * How consumers’ motivation and decision strategies differ between products, that differ in their level of importance or interest that they entail for the consumer; and * How marketers can adapt and improve their marketing campaigns and marketing strategies to more effectively reach the consumer. Consumer Behaviour The study of consumer behavior focuses on how individuals make decisions to spend their available resources (time, money...
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...said that much , if not all ,behaviour is related to the stresses within the personality’s three interacting sets of forces, the id ,igo and superego, interact to produce behaviour. According to Freudian theory, the id is the source of all driving psychic energy, but its unrestrained impulses cannot be expressed without running afoul of society’s values.The superego is the internal is the internal representative of the traditional values and can be conceptualized as the moral arm of personality.The manner in which the ego guides the libidinal energies of the id and the moralistic demands of the superego accounts for the rich variety Harold H. Kassarjian Journal of Marketing Research Vol. 8, No. 4 (Nov., 1971), pp. 409-418 Personality and Consumer Behavior: A Review Abstract This article reviews the current literature in the fields of consumer behaviour and the marketing of services in order to examine the main issues facing the consumer in purchasing services, as opposed to goods. Five distinguishing characteristics of services are discussed and the implications of these for the consumers are placed within the information processing model of consumer behaviour theory. The article suggests that there are particular problems for consumers in acquiring effective information regarding services, making comparisons on the basis of that information and subsequently evaluating the service encounter. It is our contention that unless consumer responses to the particular...
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...SAMPLE ANSWER 01 CAM CAM Diploma Marketing and Consumer Behaviour December 2010 Contents Task 1: Marketing Principles Task 2: Communication Task 3: Communication, Advertising and Media Task 4: Consumer Behaviour Task 5: Channel Behaviour Appendices: Background information to THE AGE Appendices to task 2 4 - 14 15 - 20 21 - 31 32 - 43 44 - 47 48 - 54 References 55 - 57 Task 1 Word count 1618 Marketing Planning Planning is an essential task to ensure THE AGE continues to be a market leader. Drummond et al (2005) suggest planning should be systematic and structured, and is required in order to adapt to the changing business environment. The corporate objectives are at the heart of the marketing planning process (Brassington et al, 2000). The marketing plan will contribute to the corporate plan by developing specific functional strategies and tactics to achieve the corporate objectives. Figure 1.1 demonstrates the process. THE AGEs corporate plan is ‘to build on profits from the previous year and continue to be Britain’s number one quality selling newspaper’. From this, the marketing plan could be ‘to increase the number of subscribers’. Marketing planning process diagram A common framework to use in the planning process is the SOSTAC model, see figure 1.2 Marketing planning process • • Situational Analysis – The first stage of the planning process is to look at where the THE AGE is now - Britain’s number one selling quality newspaper with...
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... 1:1 Consumer Behaviour …………………………………………………………………………………3 1:2 Advertising …………………………………………………………………………………………………3 1:3 The Brand …………………………………………………………………………………………………..3 2 Analysis and evaluation of theories adapted..….………………………………………………..3 2:1 Perception theory……………………………………………………………………………………….3 2:2 Attitude theory……………………………………………………………………………………………5 2:3 Personality theory (brand personality)……..………………………………………………6 3 Conclusions………………………………………………………………………………………………………….6 References……………………………………………………….……………………………………………………..7 Appendix I……………………………………………………….…………………………………………………....8 THE EVALUATION OF CONSUMER BEHAVIOUR THEORIES ADAPTED BY POLO RALPH LAUREN Introduction The purpose of this paper is to analyse and evaluate some of the most important theories in consumer behaviour. These theories include the perception theory, motivation theory, learning theory, among others and how these theories are applied through message appeals and segmentation. The Polo Ralph Lauren product – Polo Black has been chosen to complete this paper (see appendix I) and the theories – perception, attitude and personality have been identified in the chosen advert. 1:1 Consumer behaviour The term consumer behaviour is defined as “the study of the processes involved when individuals or groups select, purchase, use, or dispose of products, services, ideas, or experiences to satisfy needs and desires” (Solomon and Rabolt, 2004). Consumer behaviour can be analysed...
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...Consumer Attitude Towards Brand Extensions: An Integrative Model and Research Propositions Sandor Czellar1 University of Geneva 1 University of Geneva, Section HEC, 40, boulevard du Pont-d’Arve, 1211 Geneva 4, Switzerland. 00 41 22 705 8114 (tel), 00 41 22 705 8104 (fax), czellars@hec.fr (email). 1 Consumer Attitude Towards Brand Extensions: An Integrative Model and Research Propositions The paper proposes an integrative model of the antecedents and consequences of brand extension attitude based on the dominant cognitive paradigm. The four key processes of the model are: (1) the perception of fit, (2) the formation of primary attitudes towards the extension, (3) the link between extension attitude and marketplace behaviour and (4) the reciprocal effect of brand extension attitude on parent brand/extension category attitude. Moderator and control variables of these processes are identified and classified into three groups: (1) consumer characteristics, (2) marketer-controlled factors and (3) external factors. This integrative model leads to the identification of missing links and variables in past research, resulting in a propositional inventory for future studies. The paper ends with a reflection on the long-term perspectives of scientific inquiry on brand extensions. Keywords: Brand extensions, Consumer Attitudes, Brand Associations, Brand Affect, Cognitive Psychology 2 Introduction Brand extension is the "use of established brand names to enter...
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... …………..5 * Unit of analysis …………..6 * Time horizon …………..6 VII. Sampling technique …………..6 VIII. Data collection method …………..6 IX. RESULTS …………..7-9 X. CONCLUSION …………..10 XI. REFERENCES ……………10 EXECUTIVE SUMMARY: This study was conducted to study the behaviour of customers while buying a new mobile handset. Because mobile phone markets are one of the biggest market environments today due to increased competition and change, it is of growing concern to look at consumer buying decision process and cast light on the factors that finally determine consumer choices between different mobile phone brands. On this basis, this article deals with consumers' choice criteria in mobile phone markets by studying factors that influence intention to acquire new mobile phones on one hand and factors that influence on mobile phone change on the other .This study includes responses from the people who are currently...
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...strong theory and the weak theory. The strong theory coined by John Philip Jones holds the belief that advertising exerts a powerful persuasive influence on consumer’s behaviour (Jones, 1990). In Contrast Andrew Ehrenberg developed the view of the weak theory of advertising. This view suggests that advertising reinforces rather than initiates consumer behaviour (Ehrenberg, 1992). These two theories have been discussed thoroughly by many theorists to understand how advertising works. Many countries have implemented restrictions in advertising for tobacco and have issued potential future restrictions for alcohol, with the objective that introducing an adverting ban would lower overall consumption. However, Studies analysing the effects of advertising being linked to consumption has led to two separate views on how advertising works and have led some to believe that advertising bans have no effect on overall consumption. The strong theory of advertising supports the belief that advertising has the power to persuade people who may not know of a brand or bought a product before to buy it. Also, that advertising in terms of the strong theory increases consumers knowledge and can change people’s behaviour patterns. It can also in the view of the strong theory of how advertising works increase sales and manipulate consumers through psychological techniques to make them buy a product (Jones, 1998). However in contrast, the views of the weak theory believes that...
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