Buyer Behaviour BUYING

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Buyer BehaviourBUYING DISPOSING

• Chp. 10With Duane Weaver

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OUTLINE

• Issues in Buying and Disposing
• Consumption Situation
• E-Commerce
• Consumers Perspective
• Marketers Perspective
• Post-purchase Satisfaction
• Product Disposal
• VIDEO

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Issues in Buying and Disposing
Postpurchase Processes
Antecedent States
Purchase Environment

• Situational Factors
• Usage Contexts
• Time Pressure
• Mood
• Shopping Orientation

• The Shopping Experience
• Point-of-Purchase Stimuli
• Sales Interactions

• Consumer Satisfaction
• Product Disposal
• Alternative Markets

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Consumption Situation(1of 2) (situational
effects)

• Physical Surroundings
• Décor, smells, temperature
• Social Surroundings
• Presence or absence of clientele
• Private resort vs. night club
• Temporal Factors
• Perceptions of time impact decisions
• Antecedent States
• Mood and psychological states influence
  evaluations
• Shopping Orientation
• Economic, recreational, apathetic, ethical

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Consumption Situation(2of 2) (situational
effects)

• Salesperson
• Interaction,knowledge
• Store Image
• Retailing as Theatre
• In Store Decision Making
• Spontaneous shopping, impulse buying, point of
  purchase stimuli
• E-commerce

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Post-purchase Satisfaction

• Expectancy disconfirmation model
• satisfaction depends on the degree to which
  performance is consistent with expectations

REALITY REINFORCES PERCEPTION
Acting on Dissatisfaction
1) Voice Response
2) Private Response
3) Third-Party Response
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Product Disposal
WHY ON EARTH do we/should we CARE about how or
why/when consumers DISPOSE?What is the impact to
our business? Is there any at all?
Disposal Options
Keep Item
Dispose Permanently
Dispose Temporarily
Lateral cycling A process where
already-purchased objects are sold to others or
exchanged for other items
What is the IMPACT?
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THANKS

• See you next class