ࡱ> hjg'` 0f6bjbj"9"9 8V@S@Sf.64&D 42vJ J J J %!%!%!S4U4U4U4U4U4U4$6hn8y4X"%!%!X"X"y4J J 4x$x$x$X"J J S4x$X"S4x$x$VK,@,J j @s>yhR#, 73404, ~9#v~9,,~9,%!>c!,x$!$!%!%!%!y4y4n$ %!%!%!4X"X"X"X"   DJ2  Consumer behaviouris the study of when, why, how, and where people do or do not buy a HYPERLINK "http://en.wikipedia.org/wiki/Product_(business)" \o "Product (business)" product. It blends elements from HYPERLINK "http://en.wikipedia.org/wiki/Psychology" \o "Psychology" psychology, HYPERLINK "http://en.wikipedia.org/wiki/Sociology" \o "Sociology" sociology, HYPERLINK "http://en.wikipedia.org/wiki/Social_Anthropology" \o "Social Anthropology" social HYPERLINK "http://en.wikipedia.org/wiki/Anthropology" \o "Anthropology" anthropologyand HYPERLINK "http://en.wikipedia.org/wiki/Economics" \o "Economics" economics. It attempts to understand the buyer decision making process, both individually and in groups. It studies characteristics of individual consumers such as HYPERLINK "http://en.wikipedia.org/wiki/Demographic" \o "Demographic" demographicsand behavioural variables in an attempt to understand people's wants. It also tries to assess influences on the HYPERLINK "http://en.wikipedia.org/wiki/Consumer" \o "Consumer" consumerfrom groups such as family, friends, reference groups, and society in general. Customer behaviour study is based on consumer buying behaviour, with the customer playing the three distinct roles of user, payer and buyer. Research has shown that consumer behavior is difficult to predict, even for experts in the field. HYPERLINK "http://en.wikipedia.org/wiki/Consumer_behaviour" \l "cite_note-0" [1] HYPERLINK "http://en.wikipedia.org/wiki/Relationship_marketing" \o "Relationship marketing" Relationship marketingis an influential asset for customer behaviour analysis as it has a keen interest in the re-discovery of the true meaning of marketing through the re-affirmation of the importance of the customer or buyer. A greater importance is also placed on consumer retention, customer relationship management, personalisation, customisation and one-to-one marketing. Social functions can be categorized into social choice and welfare functions. Each method for vote counting is assumed as social function but if HYPERLINK "http://en.wikipedia.org/wiki/Arrow%27s_impossibility_theorem" \o "Arrow's impossibility theorem" Arrows possibility theoremis used for a social function, social welfare function is achieved. Some specifications of the social functions are decisiveness, HYPERLINK "http://en.wikipedia.org/wiki/Neutrality" \o "Neutrality" neutrality, HYPERLINK "http://en.wikipedia.org/wiki/Anonymity" \o "Anonymity" anonymity, HYPERLINK "http://en.wikipedia.org/wiki/Monotonicity" \o "Monotonicity" monotonicity, HYPERLINK "http://en.wikipedia.org/wiki/Unanimity" \o "Unanimity" unanimity, homogeneity and weak and strong HYPERLINK "http://en.wikipedia.org/wiki/Pareto_optimality" \o "Pareto optimality" Pareto optimality. No social choice function meets these requirements in an ordinal scale simultaneously. The most important characteristic of a social function is identification of the interactive effect of alternatives and creating a logical relation with the ranks. Marketing provides services in order to satisfy customers. With that in mind, the productive system is considered from its beginning at the production level, to the end of the cycle, the consumer (Kioumarsi et al., 2009). [ HYPERLINK "http://en.wikipedia.org/w/index.php?title=Consumer_behaviour&action=edit§ion=1" \o "Edit section: Black box model" edit]Black box model ENVIRONMENTAL FACTORSBUYER'S BLACK BOXBUYER'S RESPONSEMarketing StimuliEnvironmental StimuliBuyer CharacteristicsDecision ProcessProduct Price Place PromotionEconomic Technological Political Cultural Demographic NaturalAttitudes Motivation Perceptions Personality Lifestyle KnowledgeProblem recognition Information search Alternative evaluation Purchase decision Post-purchase behaviourProduct choice Brand choice Dealer choice Purchase timing Purchase amountThe black box model shows the interaction of stimuli, consumer characteristics, decision process and consumer responses. HYPERLINK "http://en.wikipedia.org/wiki/Consumer_behaviour" \l "cite_note-sandhusen218-1" [2]It can be distinguished between interpersonal HYPERLINK "http://en.wikipedia.org/wiki/Stimulus_(psychology)" \o "Stimulus (psychology)" stimuli(between people) or intrapersonal stimuli (within people). HYPERLINK "http://en.wikipedia.org/wiki/Consumer_behaviour" \l "cite_note-sandhusen219-2" [3]The black box model is related to the HYPERLINK "http://en.wikipedia.org/wiki/Black_box_theory" \o "Black box theory" black box theoryof HYPERLINK "http://en.wikipedia.org/wiki/Behaviorism" \o "Behaviorism" behaviourism, where the focus is not set on the processesinsidea consumer, but therelationbetween the stimuli and the response of the consumer. The HYPERLINK "http://en.wikipedia.org/wiki/Marketing" \o "Marketing" marketingstimuli are planned and processed by the companies, whereas the environmental stimulus are given by social factors, based on the economical, political and cultural circumstances of a society. The buyers black box contains the buyer characteristics and the decision process, which determines the buyers response. The black box model considers the buyers response as a result of a conscious, rational decision process, in which it is assumed that the buyer has recognized the problem. However, in reality many decisions are not made in awareness of a determined problem by the consumer. [ HYPERLINK "http://en.wikipedia.org/w/index.php?title=Consumer_behaviour&action=edit§ion=2" \o "Edit section: Information search" edit]Information search Once the consumer has recognised a problem, they search for information on products and services that can solve that problem. Belch and Belch (2007) explain that consumers undertake both an internal (memory) and an external search. Sources of information include: Personal sources Commercial sources Public sources Personal experience The relevant internal psychological process that is associated with information search is perception. Perception is defined as "the process by which an individual receives, selects, organises, and interprets information to create a meaningful picture of the world". Consumers' tendency to search for information on goods and services makes it possible for researchers to forecast the purchasing plans of consumers using brief descriptions of the products of interest. HYPERLINK "http://en.wikipedia.org/wiki/Consumer_behaviour" \l "cite_note-3" [4] The selective perception process Stage Description Selective exposure consumers select which promotional messages they will expose themselves to. Selective attention consumers select which promotional messages they will pay attention to. Selective comprehension consumer interpret messages in line with their beliefs, attitudes, motives and experiences. Selective retention consumers remember messages that are more meaningful or important to them. The implications of this process help develop an effective promotional strategy, and select which sources of information are more effective for the brand. [ HYPERLINK "http://en.wikipedia.org/w/index.php?title=Consumer_behaviour&action=edit§ion=3" \o "Edit section: Information evaluation" edit]Information evaluation At this time the consumer compares the brands and products that are in their evoked set. How can the marketing organization increase the likelihood that their brand is part of the consumer's evoked set? Consumers evaluate alternatives in terms of the functional and psychological benefits that they offer. The marketing organization needs to understand what benefits consumers are seeking and therefore which attributes are most important in terms of making a decision. It also needs to check other brands of the customers consideration set to prepare the right plan for its own brand. [ HYPERLINK "http://en.wikipedia.org/w/index.php?title=Consumer_behaviour&action=edit§ion=4" \o "Edit section: Purchase decision" edit]Purchase decision Once the alternatives have been evaluated, the consumer is ready to make a purchase decision. Sometimes purchase intention does not result in an actual purchase. The marketing organization must facilitate the consumer to act on their purchase intention. The organization can use a variety of techniques to achieve this. The provision of credit or payment terms may encourage purchase, or a sales promotion such as the opportunity to receive a premium or enter a competition may provide an incentive to buy now. The relevant internal psychological process that is associated with purchase decision is integration. Once the integration is achieved, the organization can influence the purchase decisions much more easily. There are 5 stages of a consumer buying process HYPERLINK "http://en.wikipedia.org/wiki/Consumer_behaviour" \l "cite_note-4" [5]they are: The problem recognition stage, meaning the identification of something a consumer needs. The search for information, which means you search your knowledge bases or external knowledge sources for information on the product. The possibility of alternative options, meaning whether there is another better or cheaper product available. The choice to purchase the product and then finally the actual purchase of the product. HYPERLINK "http://en.wikipedia.org/wiki/Consumer_behaviour" \l "cite_note-5" [6]This shows the complete process that a consumer will most likely, whether recognisably or not, go through when they go to buy a product. [ HYPERLINK "http://en.wikipedia.org/w/index.php?title=Consumer_behaviour&action=edit§ion=5" \o "Edit section: Postpurchase evaluation" edit]Postpurchase evaluation The EKB model was further developed by Rice (1993) which suggested there should be a feedback loop, Foxall (2005) further suggests the importance of the post purchase evaluation and that it is key because of its influences on future purchase patterns. [ HYPERLINK "http://en.wikipedia.org/w/index.php?title=Consumer_behaviour&action=edit§ion=6" \o "Edit section: Other influences" edit]Other influences Consumer behaviour is influenced by internal conditions such as HYPERLINK "http://en.wikipedia.org/wiki/Demographics" \o "Demographics" demographics, HYPERLINK "http://en.wikipedia.org/wiki/Psychographics" \o "Psychographics" psychographics(lifestyle), HYPERLINK "http://en.wikipedia.org/wiki/Personality" \o "Personality" personality, HYPERLINK "http://en.wikipedia.org/wiki/Motivation" \o "Motivation" motivation, knowledge, attitudes, beliefs, and feelings. Psychological factors include an individuals motivation, perception, attitude and belief, while personal factors include income level, personality, age, occupation and lifestyle. Behaviour can also be affected by external influences, such as HYPERLINK "http://en.wikipedia.org/wiki/Culture" \o "Culture" culture, HYPERLINK "http://en.wikipedia.org/wiki/Sub-culture" \o "Sub-culture" sub-culture, HYPERLINK "http://en.wiktionary.org/wiki/locality" \o "wikt:locality" locality, royalty, HYPERLINK "http://en.wikipedia.org/wiki/Ethnicity" \o "Ethnicity" ethnicity, family, HYPERLINK "http://en.wikipedia.org/wiki/Social_class" \o "Social class" social class, past experience reference groups, lifestyle, market mix factors. ENVIRONMENTAL FACTORSBUYER'S BLACK BOXBUYER'S RESPONSEMarketing StimuliEnvironmental StimuliBuyer CharacteristicsDecision ProcessProduct Price Place PromotionEconomic Technological Political Cultural Demographic NaturalAttitudes Motivation Perceptions Personality Lifestyle KnowledgeProblem recognition Information search Alternative evaluation Purchase decision Post-purchase behaviourProduct choice Brand choice Dealer choice Purchase timing Purchase amount Black box model YZ  # $ & ' j k t u w x " # / 0 5 6 y z  g h t u ( ) 1 2 p Ŵ!hd2hd2B* OJQJ^Jph *jhd2hd2B*OJQJU^Jph!hd2hd2B*OJQJ^Jph'hd2hd25B*OJQJ\^Jph!hd25B*OJQJ\^Jphhd2hd2mH sH hd2hKImH sH 5  $Ifgdd2gdd2 f6p q #$:;12?@./;<>?uvz{豛!hd2hd2B* OJQJ^Jph *jhd2hd2B*OJQJU^Jph!hd2hd2B*OJQJ^Jph$hd2hd2B* H*OJQJ^Jph $hd2hd2B*H*OJQJ^Jph-jhd2hd2B*H*OJQJU^Jph6fg;<?@opklopGHTUӼӀӀoӼӀӀoӀӀo!hd2hd2B* OJQJ^Jph *jhd2hd2B*OJQJU^Jph$hd2hd2B* H*OJQJ^Jph $hd2hd2B*H*OJQJ^Jph-jhd2hd2B*H*OJQJU^Jph!hd2hd2B*OJQJ^Jph hd2hd2'hd2hd25B*OJQJ\^Jph%I@@@@@ $Ifgdd2kd$$If40000F ]!000000000000 000006    204` apytd2kd$$If40000re ]!00000000000000000000 (000006204` ap2ytd25sf $Ifgdd2fgkdx$$If0000re ]!00000000000000000000 2000006204` ap2ytd2%&/0{|>!?!!!!!!!##{$|$$$&&k'l'p'q'***ijijڜvbijijڜ'hd2hd25B*OJQJ\^Jph$hd2hd2B* H*OJQJ^Jph $hd2hd2B*H*OJQJ^Jph-jhd2hd2B*H*OJQJU^Jph!hd2hd2B* OJQJ^Jph *jhd2hd2B*OJQJU^Jph!hd2hd2B*OJQJ^Jph'hd2hd26B*OJQJ]^Jph&giz$5HWk!!!%"""T##$&'S*e-. //<2n4o4gdd2****,,,,,,f-g-----////////5060B0C0E0F000000000111 1N1O1Y1Z1{2|22222223ěěěěěěěěěěěěěěě!hd2hd2B* OJQJ^Jph *jhd2hd2B*OJQJU^Jph$hd2hd2B*H*OJQJ^Jph!hd2hd2B*OJQJ^Jph$hd2hd2B* H*OJQJ^Jph -jhd2hd2B*H*OJQJU^Jph6333333e3f3n3o3z3{333333344*4+4m4o444444444K6L6\6]6f6ȩ}}ȎȎyhd2!hd25B*OJQJ\^Jph hd2hd2'hd2hd25B*OJQJ\^Jphhd2B*OJQJ^Jph!hd2hd2B*OJQJ^Jphf3f!hd2hd2B*OJQJ^Jph!hd2hd2B* OJQJ^Jph *jhd2hd2B*OJQJU^Jph$o44444(kd$$If40000F%L0000{0000m0000  6PA 000004&6    204` apytd2$A &P#$/Ifgdd24444444445X556K6L6M6]6^6_6`6a6b6c6d6e6f6gdd2Ff) Ff$A &P#$/Ifgdd26&P1h:ps/ =!"#$% $$If!vh5V 5C5#vV #vC#v:V 4 000006+,5/ 0204` pytd2X$$If!vh5555d5#v#v#v#vd#v:V 4 (000006+,5/ 0204` p2ytd2\$$If!vh5555d5#v#v#v#vd#v:V  2000006,5/ 0204` p2ytd2?$$If!vh5L5{5m#vL#v{#vm:V 4  6PA 000004&6+,5L5{5m/ 0204` pytd2$$If!vh5T5555m#vT#v#v#v#vm:V 4  6PA (000004&6+,5T5555m/ 0204` p2ytd2kd$$If40000r%T0000000000000000m0000  6PA (000004&6204` ap2ytd2$$If!vh5T5555m#vT#v#v#v#vm:V   6PA 2000004&6,5T5555m/ 0204` p2ytd2kd$$If0000r%T0000000000000000m0000  6PA 2000004&6204` ap2ytd2<@< NormalCJ_HmH sH tH N`"N d2 Heading 2dd@&[$\$5CJ$\aJ$DA@D Default Paragraph FontRi@R  Table Normal4 l4a (k@(No ListF^`F d2 Normal (Web)dd[$\$aJBoB d2apple-converted-space4U`4 d2 Hyperlink >*ph*o!* d2 toctoggle*o1* d2 tocnumber&oA& d2toctext.oQ. d2 editsection.oa. d2 mw-headlinef.V!:}!x![{!}fgTo,f.h 5sfgiz$5HWk%TS"e%& ''<*n,o,,,,,,,,,,,,-X--.K.M._.`.a.b.c.d.e.h.!!!! ! !!  'Y)=gY)=g 'j !!!!!!!!!!!!!!!!!!!! ! !!!!!!! Y۷!!!!!!!! 5sfgiz$5HWk%TS"e%& ''<*n,o,,,,,,,,,,,,,-X--.K.L.M.].^._.`.a.b.c.d.e.h.00000000 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 00000000000000000000000000000 0 0 0 00 00 0 0 0 0 0 0 0 0 0 0 00000000000 5sfgiz$5HWk%TS"e%& ''<*,,,,,,,,,-X--.K.L.M.].h.00000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000004000@00 00p *3f6 %'(fgo44f6!"#$&)*f6Y#&jtw"/5ygt(1p#:1? . ; >   u z ;?okoGT%/{>{kp"""$$$f%%%''''5(B(E((((())N)Y){****+++e+n+z++++,*,f.XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX8@0(  B S  ?HH H4f Htf H̏9--h.**--h.:*urn:schemas-microsoft-com:office:smarttagsStreet;*urn:schemas-microsoft-com:office:smarttagsaddress  Xzajgvx/ ; HT2<!*&%2%%&u&{&''<*E*-.h.v z |lp/$$%%&&''))h.::::::::::::: sko,,,,,,,,,X-M.e.h.h. 'ȞKHityC < Ii o WV Y }29?+C0]G]2mSUdq{v3UVaq}U:sn$q3 ?!w!"E"y"~ %W-%|% &,j)0%+,o-(.'p.//\ 011t!11e1 w12&O3v3K|3c4:g4}4xx56,66xj677M7$89[9Z9^9::#:TH:;c;H =?"?}?@|@QAzA7Ba8B!CqCrC(E@EiE~lEFU3F77FHtAIPI!^IcJ&+J;JSqJtJ|KL6L$MVaM'NeNtjNEOJPAgPtQ>uQwRs.RTvTzU^WkWQlWUX^XY0oYxZ][Z_ _V:`AaQCaOpajbq"b] c$dfbmfhhPk{k l,ll m)n~1n}FnJp qpf{pt!t Et/uDutIuxuv42wa=w1Mw#qxdymyzrr{M1|CJ|>0}/`~/J]6`YYc%V~ftk "w9Jh[vNgPy:o=(BttwBz%;c[B[ %C5v1UR#Iyc-e&[EZ$r:s:c5v!*0:O*D1?F7(&L!IN(R l 6D@vT3C,i!y!,5aRMFTSd2OI)3QFG}j BJ{D 5BUg%x,#'+nI9CN>dA:Q ,,-NW*/rJF]w? ]~xHuNuT0<k>nH.zK5etRl5@H)6Qt#X@b>&QJUv\`s.AM F/qZ5@}o4gJ_6<{Igbh8zuND!i)W\I@vv<m5H`~"{@ >p@q 5sfgo,,,,,,,,,,,-X--.K.L.h.@n,n,\! n,n,@{f.@UnknownGz Times New Roman5Symbol3& z Arial;Wingdings?5 z Courier New"qh''z'Tz'T!x>4dO.O.3QKP-?d22]Consumer behaviour is the study of when, why, how, and where people do or do not buy aproduct Munif Ahmad Munif Ahmad   Oh+'0  ,8H \h   `Consumer behaviour is the study of when, why, how, and where people do or do not buy aproduct Munif AhmadNormal Munif Ahmad1Microsoft Office Word@ @޳xh@=yhz'՜.+,D՜.+,H hp  *OwnerTO.' ^Consumer behaviour is the study of when, why, how, and where people do or do not buy aproduct Title 8@ _PID_HLINKSA].u*http://en.wikipedia.org/wiki/Social_class8kr'http://en.wikipedia.org/wiki/Ethnicityj/o'http://en.wiktionary.org/wiki/localityl)http://en.wikipedia.org/wiki/Sub-cultureFi%http://en.wikipedia.org/wiki/Culture;kf(http://en.wikipedia.org/wiki/MotivationUc)http://en.wikipedia.org/wiki/Personality!s`,http://en.wikipedia.org/wiki/PsychographicsT]*http://en.wikipedia.org/wiki/DemographicsnZShttp://en.wikipedia.org/w/index.php?title=Consumer_behaviour&action=edit&section=6mWShttp://en.wikipedia.org/w/index.php?title=Consumer_behaviour&action=edit&section=5g~T0http://en.wikipedia.org/wiki/Consumer_behaviour cite_note-5g~Q0http://en.wikipedia.org/wiki/Consumer_behaviour cite_note-4lNShttp://en.wikipedia.org/w/index.php?title=Consumer_behaviour&action=edit&section=4kKShttp://en.wikipedia.org/w/index.php?title=Consumer_behaviour&action=edit&section=3g~H0http://en.wikipedia.org/wiki/Consumer_behaviour cite_note-3jEShttp://en.wikipedia.org/w/index.php?title=Consumer_behaviour&action=edit&section=2%kB'http://en.wikipedia.org/wiki/MarketingY?)http://en.wikipedia.org/wiki/BehaviorismR<.http://en.wikipedia.org/wiki/Black_box_theoryR90http://en.wikipedia.org/wiki/Consumer_behaviourcite_note-sandhusen219-2r63http://en.wikipedia.org/wiki/Stimulus_(psychology)P30http://en.wikipedia.org/wiki/Consumer_behaviourcite_note-sandhusen218-1i0Shttp://en.wikipedia.org/w/index.php?title=Consumer_behaviour&action=edit&section=10^-/http://en.wikipedia.org/wiki/Pareto_optimality,r*'http://en.wikipedia.org/wiki/UnanimityZ'*http://en.wikipedia.org/wiki/Monotonicity,x$'http://en.wikipedia.org/wiki/Anonymity,n!(http://en.wikipedia.org/wiki/NeutralitySN=http://en.wikipedia.org/wiki/Arrow%27s_impossibility_theorem=O4http://en.wikipedia.org/wiki/Relationship_marketingg~0http://en.wikipedia.org/wiki/Consumer_behaviour cite_note-0D&http://en.wikipedia.org/wiki/ConsumerT)http://en.wikipedia.org/wiki/Demographic6`'http://en.wikipedia.org/wiki/Economics\ *http://en.wikipedia.org/wiki/AnthropologyC! 1http://en.wikipedia.org/wiki/Social_Anthropology8v'http://en.wikipedia.org/wiki/Sociology%u(http://en.wikipedia.org/wiki/Psychology#0http://en.wikipedia.org/wiki/Product_(business)  !"#$%&'()*+-./012356789:;<=>?@ABCDEFGHIJKLMNOPRSTUVWXZ[\]^_`abcdefiRoot Entry F@>yhkData ,1Table49WordDocument8VSummaryInformation(QDocumentSummaryInformation8YTCompObjq  FMicrosoft Office Word Document MSWordDocWord.Document.89q