Professional Documents
Culture Documents
Personal factors
- Personality : way of organizing and
grouping the consistencies of an
ind. reactions to situations.
CHAPTER 2 :
- Self-concept : how consumers perceive - can be affected by attitude of others,
themselves in terms of attitudes, unexpected situational factors
perceptions, beliefs & self-evaluation 5. Post-purchase decision
- Lifestyle : mode of living as identified by - Cognitive dissonance ; inner tension ;
person’s activities, interests & opinions when consumer recognize inconsistency
btwn their values/opinions and their
Psychological factors behavior
- Perception : process of selecting, - The larger the gap btwn expectations
organizing & interpreting stimuli the greater the dissatisfaction.
into a coherent picture. - Reduce dissonance ;
- Motivation (motives) : driving force
Consumer can Marketer can
that cause a person to take action to
o Justify decision o Send postpuchase /
satisfy specific needs.
o Seek new info ty letter
- Learning : process that creates
o Avoid o Guarantees/
changes in behavior, immediate or
contradictory Warranties
expected through experience/practice.
info o Display products
o Return product superiority in ads