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  1. 1. UNIT I INTRODUCTION LESSON 1: CHAPTER 1: INTRODUCTION TO CONSUMER THE STUDY OF CONSUMER BEHAVIOUR BEHAVIOURIntroduction ‘Process that aims at satisfying individual and organiza- CONSUMER BEHAVIOURAs a consumer we are all unique and this uniqueness is reflected tional needs by creating, offering and exchangingin the consumption pattern and process of purchase. The study competitively made products that provide value to theof consumer behaviour provides us with reasons why consum- buyers’ers differ from one another in buying using products and Today our focus is on customer. Objectives like revenue, profit,services. We receive stimuli from the environment and the market share, etc. Re important, but they will flow only byspecifics of the marketing strategies of different products and acquiring customer competence. In our country particularly theservices, and responds to these stimuli in terms of either customer, even as late as in 1980s, was bereft of alternatives; hebuying or not buying product. In between the stage of receiving would uncomplainingly buy whatever the seller dished out. Notthe stimuli and responding to it, the consumer goes through any more. Today’s choice empowered customer, supported by athe process of making his decision. competitive environment, global quality, and new economicObjectives realities, decides the fate of the marketer.After reading this lesson you should be able to: So let’s define Marketing once more: “It is a total business• Understand the development of the marketing concept. philosophy aimed at identifying the needs of each customer• Define customer value, satisfaction, and retention. group, then designing and producing product / service package so as to serve the groups more effectively than the competi-• Exploring the link between marketing and Customer tors”. orientation This definition reveals three key dimensions of marketing:• Definition, role and importance of consumer behavior for a marketer • It seeks to identify customer needs: Many manufacturers would know all there is to know about relevant production• Identify the major factors that influence a consumer’s technology, but nothing about their customers’ wants. purchase decision and behavior They may design products with fancy features without• A simplified model of the consumer decision-making considering the perceived value of such features to their framework buyers. Then they wonder why their sales staff fails to• Define consumer behavior. push the product in the market.• Describe the societal marketing concept. • Marketing attempts to select customer groups for which it can develop a competitive edge: Companies1. Marketing and Customer Orientation taking a shotgun approach - meaning all things to allTo introduce you to the concept of consumer behaviour, let us people - inevitably end up with sackful of unsold productfirst understand about the discipline of consumer behaviour in inventories. Those companies which concentrate theirrelation to marketing. limited resources on meeting specific needs of the customer have better chances of succeeding.1.1 What is Marketing?Marketing on the one hand is a business philosophy and on the • It designs and produces the right product packages:other an action oriented process. The philosophy - also termed when a company attempts to sell a Mercedes while theas marketing concept - has its roots in market economy. There customer is demanding a Zen sized car, failure will greet itare four critical ideas that form the foundation of such an with open arms.economy: 1.2 Major Concepts in Marketing• Individuals pursue their self-interest to seek rewarding A course in Consumer Behaviour uses certain terms repeatedly. experience It would be desirable therefore that you learn their meaning• Their choices determine as to what would constitute such from the beginning itself. experience, the choices themselves being shaped by Needs and Wants personal (taste) and external (cultural) influences. The satisfaction of buyers’ needs is at the heart of a market• Consumers enjoy the freedom to choose; they are economy, and is the core theme of Marketing. To put it more sovereign. simply, a need is a feeling of being deprived of something• This freedom ensures free and competitive exchange desirable. between “buyers and sellers”. You may be in a state in which you are not feeling satisfied (sayMarketing in turn is based on these four principles. you are feeling hungry). So you visualize—a more desirable (but unattained, yet) state, that of having a full stomach. Hence thereThus Marketing can be defined as a © Copy Right: Rai University11.623.3 1
  2. 2. is a gap between your current state (hunger) and desirable state among the sellers, and consequent excess of supply overCONSUMER BEHAVIOUR (satiated palate). This gap leads to a need being felt. existing demand, the buyer rules over the seller. On the other To take another example, if you had been happy with your hand, in a seller’s market competition is restricted for any already attained qualifications, you would not have enrolled for number of reasons. So the buyer is at the mercy of the seller. this course! Pause For Thought # Wants are somewhat different. While needs are basic to human Can you say why people brush their teeth? Answer seems beings, (since nobody ever needs to tell us that we need to feel simple. But now check against the following: Those who are hungry, thirsty, etc.) wants are not. Later in our life when we hypochondriacs are concerned about germs and are swayed by a become part of various informal and formal groups (family, ‘decay prevention’ appeal. Another group, mostly extroverts, friends, school, club, workplace, etc) we develop the concepts of brushes teeth to give them brightness and shine. But a majority friendship social approval, beauty, and so on. These are our just want a tingling, fresh sensation as a part of their ritual of acquired needs. The product concept that adequately satisfies starting a day fresh. Such research makes the marketers better our biogenic or acquired needs becomes successful. Infact the prepared to meet the needs of various categories of customers. job of the marketer is to identify unfulfilled / inadequately fulfilled / partially fulfilled need. But then today a need can be 1.4. Consumer Focused Marketing met in a number of alternative ways. A variety of products can Once a marketer identifies an unfulfilled need, or partially satisfy the same need. Wants exist for those objects that can fulfilled one, he has an opportunity to exploit. To this end he potentially satisfy a need. A visually impaired person can either has to determine the appropriate marketing mix. According to wear spectacles, contact lenses, or now he can go in for corrective Stanton: “Marketing Mix is the term used to describe the surgery. combination of the four inputs that constitute the core of a At this point we must also note that a consumer’s behaviour is company’s marketing system: the product, the price structure conditioned by the perception about a marketer’s offering. This the promotional activities, and the placement system”. The perception may or may not match reality. For example, in India marketer has to track the consumer behaviour constantly and a common perception is that ready to eat food items lack that adjudge an optimal combination of these marketing mix home touch; they are cold and clinical. Home made foods in contrast are warm and live unless PRODUCT PRICE PROMOTION PLACEMENT this perception is changed, acceptance of such • Basic product • Basic • Personal • Channels of products is likely to be limited. and its features. price, selling; sales distribution: Product / Service • Design, quality, discounts, force types of If we use marketing parlance a product is anything model, style, rebates. characteristics intermediaries. that can satisfy our needs and wants. That is, it could appearance, size • Payment • Advertising, • Physical be a physical object, or a service, or an idea which • Packaging and terms, media, and distribution, can be offered to a potential user for adoption / labeling installmen message warehousing, practice / consumption. By studying consumer • Branding and t facilities choices etc. buying behaviour companies can identify needs trademark • Price • Sale that can be met by offering a suitable product. • Service: Pre, fixation; promotion, Incidentally, a customized product is one, which during, post sale. free or displays, is made according to individual customer’s administer contests, etc. specifications. ed price • Publicity and public Exchange relations. A marketer makes an offer because he hopes that the buyer will accept it. And in turn the buyer will factors so that best sales are generated. Any mistake or delay can give something of value to the marketer. Whether or not an cost a marketer dear. exchange will take place would therefore depend on a match/ Figure –1.1: marketing mix variable mismatch between the gain (the satisfaction receivable) and the sacrifice (the price payable) in customer perception. Product We as customers view a product as a ‘bundle of satisfaction’ 1.3. Customer Focus and not merely the physical object. We gives importance to both In India marketing as a discipline has evolved at a leisurely place, the tangible and intangible attributes of a product. Intangibles dictated of course by circumstantial factors. Most markets being provide psychological and social benefits for the buyer. If seller’s markets (i.e. where seller dominates over the customer) product attributes don’t benefit a customer, they have no until recently, marketing philosophy was an alien concept for an significance for him. That is why during 2000-2001 midsize cars Indian seller. In a broad sense all the markets can be divided had a better sales growth rate than smaller cars; Maruti-800 sales into two categories: seller’s market and buyer’s market. A buyer’s actually declined. market is one where due to prevailing intense competition © Copy Right: Rai University 2 11.623.3
  3. 3. Branding Placement CONSUMER BEHAVIOURA firm brands its product to provide it a distinct identity. A Physical distribution is the third dimension of marketingbrand carries brand equity, i.e., reputation. Losing brand equity activity. Place convenience is needed to make purchase. Ameans losing sales. For example, this happened to Limca at the marketer has to decide about two things: Keeping in mindtime of the BVO controversy. customer’s requirements, first, what will be the channel of distribution; and, second, how will the goods be actuallyPackaging distributed.For the customer packaging is both a protective and a promo-tional device: Package is the message, as it is called. Packaging Physical distribution activities are related to the movement offacilitates brand identification and may even motivate a person products from the production site to purchase point. While theto buy a product (like perfume). It serves as a critical reminder at buyer must get it in right shape and at right time, the senderthat critical moment when the customer is choosing from should be able to ensure availability at minimum cost to him.among several competing brands. Infact whenever a customer The marketer can either sell directly to the customers or throughvisualizes about a product, its packaging is the first thing that he middlemen. A typical distribution chain could include move-sees in his mental eyes. ment of product from manufacturer to wholesaler to retailer toAs a test, just think about Pepsi or Coke right now. The first customer.thing you will do is visualizing the distinctive shape of the Promotionbottle! Promotion is also called marketing communication. It aims atProduct Life Cycle informing and persuading the customer to buy whatever theLike us human beings, products also take birth through marketer is offering. Since a customer can be reached through aintroduction, develop (grow), age (mature), and eventually number of channels, companies undertake integrated commu-decline (die). In the first phase, a newly developed product is nication, which is a combination of personal selling,introduced in the market, which finds relatively few customers. advertising, public relations, and sales promotion.If it is an innovative product (say a perfumed fabric) then themarketer stimulates primary demand by educating the cus- 1.5. Emerging Imperativestomer. In the growth stage, more and more customers start Customer of today is the arbiter of corporate destiny. He isbuying. But new brands also enter the market. Hence the unrelenting, demanding, and finicky. He wishes to fulfil hismarketer has to talk about differentiating features of his brand. needs in the most cost effective manner. Consumer spendingsIn maturity the brand competes with other successful brands are rising rapidly, while savings rate in India is falling. Alyquefor selling in a stagnant market. So price cuts, exchange offers or Padamsee says: “This is the land of Karma, where everything isadd-ons are used to woo the customers. worked out for you, your destiny your kismet. But the Genera-Communication is image based attempting to perfect and tion Now feels ‘The hell with waiting for reincarnation!’ Theyreinforce the brand loyalty. Finally, many products face a phase are breaking the Karma handcuffs. They are deciding that whatof obsolescence. Some products may of course have a cyclical they want is a better life now. If they have money they want todemand pattern. They bounce back after a gap. For example, in spend it now. But they are spending, intelligently, not indis-2001 larger frame sunglasses have comeback. The marketer may criminately. What are the today’s realities?even reformulate/reposition a product to begin a new life like • Today’s customer is exposed to international quality,Dabur Honey or Milkmaid. On the other hand some products thanks to the entry of more players - from within Indiahave a ‘stillborn’ fate or may die an infantile death, like Real and abroad - in the market in post liberalized India.Value Vacuumizer. • So he dictates specifications, quality standards, and evenPricing chargeable price.Price has to be fixed in such a manner as on one hand it is lower • He wants everything here and now.or equal to the value delivered by the product, and on the other • Both budget shoppers and high spenders are demandinghand it should cover at least all manufacturing and post better return for the money they spend.manufacturing (transportation, warehousing, promotional) This in turn has several lessons for the marketers:costs plus the targeted level of profit margin. Actual price fixingof course depends on the functional features of the product • A marketer has to act like a long-term investor.and the image of the brand. Then there is the degree of • He has to be prepared to accept wafer thin profit margins.competition that dictates the price of a brand vis-à-vis its • Hence all the planning processes and the people of thecompeting brands-. That is why you would find Pepsi and organization have to be configured around the centralCoke priced at same level. character, viz., and the customer.Price can also act as a communication tool. For example price • Marketing effort has to be directed at meeting customerpackage may give the message of affordability, exclusiveness, etc. needs, and not earning profits, or building markets. TheCartier watches, for example. latter will of course be a fall out of the customer focus. • In the competitive world, the marketer has to strategize to deliver customer value greater than that provided by his competitors. © Copy Right: Rai University11.623.3 3
  4. 4. In brief there has to be a paradigm shift. The corporation has to exist for the customer; the company has to customerize itself. SuchCONSUMER BEHAVIOUR an organization will have to establish a link between itself and the customers in the following manner: Customer needs assessment Develop Manufacture Market Deliver • Keep customer needs in • Redesign the factory to • Identify and target the • Deliver to the focus. meet customer needs. customers. targeted customers. • Reduce development • Reduce manufacturing • Process the demand in • Reduce delivery cycle time cycle time double quick time. cycle time. • Develop customer- • Produce at the lowest • Market customized • Deliver ‘more oriented products. cost, but no quality products. value for same compromise. money’ products VALUE ADDED PRODUCT Fig 1.2 essence of customer orientation. Changes in Consumer Behaviour 2. Diversity in Market Place 1980s 1990s 2003 We as consumers differ in age, gender, education, occupation, Conspicuous Frugal consumer, Suspicious but marital status, activities & interests, preferences, opinions, foods consumer becoming more generally well-of they eat and products we buy. well-off consumer There is diversity among marketers; not only among producers Image-driven Value- and Highly eclectic but also sellers. Traditional retailers, mass merchandisers, quality-driven discount stores, and off-price stores. But there has been a shift Trusting Skeptical and A “prove it” cynical attitude from mass marketing to niche marketing to direct marketing, Brand loyal Does not exhibit Believe that there is from custom catalogs to television shopping to cyber shopping. loyalty always something There is a great diversity in advertising media. In addition to the better traditional broadcast and print media, we have ethnic media Emotional buyer Informed buyer Highly informed within a great variety of alternative media. and specialized buyer Recognizing the high degree of diversity among us, consumer Dreamers Escapists Focused on research seeks to identify the constants that exist among the personal needs people of the world. Overindulgent Health- and Health, wellness, Figure 1.3 below shows us how consumers have changed over wellness- and some three decades. In fact, you can see in your own family, if you conscious overindulgence, take your parents as buyers and yourself as a buyer and then see without expectation of costs or the difference in your behaviour. consequences Overworked Burned out, Reliant on stressed out, and technology and placing telecommunications tremendous to save time in values on making purchasing convenience and decisions time Industrious baby Responsible baby Unconvinced boomers boomer generation Xer Fig 1.3 Changes in consumer Behaviour; Source: Adopted from Principles of Marketing, Kotler, Adam, Brown and Armstrong The commonality of need constitute a market segment, enabling the marketer to design specific products or promo- tional appeals to satisfy the needs of that segment © Copy Right: Rai University 4 11.623.3
  5. 5. To match the varying consumer tastes and behaviour, marketers • Public policy concerns CONSUMER BEHAVIOURhave also adopted strategies like stressing on value pricing i.e., • Environmental concernshigh quality at a reasonable lower price and relationship • The opening of national markets throughout the which in simple words would mean servicing to addto customer delight which can in the long run result in brand or Let us now look at the scope of Consumer Behavior. Thestore loyalty). scope covers:They have also taken steps by moving away from the traditional • What they buydistribution channels, to customized designed channels and • Why they buynow to direct marketing or to selling directly to the customers. • When they buySome changes in the major segments of life we can identify • Where they buy itare as follows: • How often they buy it• Primary needs- health, hygiene, basic foods and clothing. • How do they buy it• Living styles- expressed in products such as jeans, fun foods, CD’s. Activity 1 Given the geographical characteristics of Indian consumer• Imitation of the affluent and ego based life styles market, analyse five important implications that will be faced by expressed in expensive watches, luxury cars. an all-India distribution company dealing in consumer durables• High technology to match global competitiveness- such as refrigerators, televisions and music systems: faxes, e-mail, Internet, photocopying machines along with CAD, CAM and imaging. • The challenge before the marketer is to determine the appropriate marketing channels and consumer psychographics to have a better understanding of the behavour aspects of target market. • In spite of being surrounded by diverse goods and services, and the freedom to choose the desired product or service, there are also many similarities found among consumers. Caselet #1 During 1996-1999 Ford Escort sold only 13,000 units since customers perceived in it real and imaginary problems. It earned the ill reputation of being a stogy car. Through it was a failed model, and has been withdrawn now, the company used it as a learning experience for developing a car exclu- sively for the Indian market, the IKON. First of all it A well-developed and tested model of buyer behaviour is decided to understand the customer, abandoning the known as the stimulus-response model, which is summarised conventional demographic route and decided to focus on in the diagram below: psychographics. It asked the all-important question about Indian attitude towards life and role of car in it. It identified six distinctive customer clusters out of which it decided to address two: the affluent ‘puppy’ (young upwardly mobile professional Punjabi), and the ‘full of life’. The former and the latter perhaps own a popular car already, are party animals, and enjoy fast and flashy lifestyle. Further, this company decided to focus more on second i.e., ‘full of life’ segment since this category partly subsumes the first one. The car was named the ‘josh’ machine. It turned out to be a great success. So we learn the lesson.If we look at consumer Behaviour as a discipline, we cansay that:• We as consumers did not always act or react as marketing theory suggested they would. Fig 1.4 The Stimulus –response model of Buying• Accelerated rate of new product development behaviour• The consumer movement © Copy Right: Rai University11.623.3 5
  6. 6. In the above model (fig 1.4), marketing and other stimuli enter For example, today there seems to be a cultural shift towardsCONSUMER BEHAVIOUR the customers “black box” and produce certain responses. greater concern about health and fitness and that has created We must try to work out what goes on the in the mind of the opportunities, now even industries, servicing customers who customer or the “black box”. wish to buy products like: The Buyer’s characteristics influence how he or she perceives the • Health foods stimuli; the decision-making process determines what buying • Fitness club memberships behaviour is undertaken. • Exercise equipment 2. Factors Influencing Buyer Behaviour • Activity or health-related holidays etc. Whenever we buy anything our final decision, as a consumer Similarly our increased desire for “leisure time” has resulted in will definitely be affected by certain factors. Some of these major increased demand for convenience products and services such as factors are as given below: microwave ovens, washing machines, ready-to-eat meals and 1. Cultural direct marketing service businesses such as telephone banking 2. Social and insurance. 3. Personal Each culture contains “sub-cultures” – groups of people, 4. Psychological which share values. Sub-cultures can include nationalities, The first stage of understanding buyer behaviour is to focus on religions, racial groups, or groups of people sharing the same the factors that determine he “buyer characteristics” in the “black geographical location. Sometimes a sub-culture will create a box”. These can be summarised as follows: substantial and distinctive market segment of its own. For example, the “youth culture” or “club culture” has quite distinct values and buying characteristics from the much older “grey generation” Similarly, differences in social class can create customer groups. In fact, the social classes are widely used to profile and predict different customer behaviour. Social class is not just determined by income. It is measured as a combination of occupation, income, education, wealth and other variables. Social Classes are relatively homogeneous and enduring divisions in a society which are hierarchically ordered and whose members have similar values, interests and behaviour. Social scientists have identified seven social classes shown in Figure 1.6 Social Class Characteristics Upper-Uppers are the social elite who live on inherited wealth and have well-known families. They maintain more than one home and send their children to the best schools. They are in the market for jewelry, Upper- Upper antiques, homes, and foreign vacations. While small as group they serve as a reference group to others to the extent that Fig 1.5 Factors affecting Buyer behaviour other social classes imitate their consumption decisions. Each of these factors is discussed in more detail in our other Lower Uppers are persons who have earned revision notes on buyer behaviour. high income or wealth through exceptional The marketer must be aware of these factors in order to ability in their profession or business. They develop an appropriate marketing mix for its target market. usually come from the middle-class. They tend to be active in social and civic affairs Now lets take a brief look at the various factors that we have and seek to buy the symbols of social status mentioned above. Lower-Uppers for themselves and their children, such as 2.1 Cultural Factors expensive cars, homes and schooling. Their Culture is the most fundamental determinant of a person’s ambition is to be accepted n the upper- upper status, a status that is more likely to want and behaviour. The growing child acquires a set of values; be achieved by their children than perceptions, preferences and behaviour through a process of themselves. socialization involving the family and other key institutions. Cultural factors have a significant impact on customer behaviour. Marketing are always trying to spot “cultural shifts” which might point to new products that might be wanted by customers or to increased demand. © Copy Right: Rai University 6 11.623.3
  7. 7. Buyer CONSUMER BEHAVIOUR Social Class Characteristics Upper Middles possess neither family status The person who concludes the transaction nor unusual wealth. The primarily concerned with “career”. They have attained User positions as professionals, independent The one who actually uses the product or service. businesspersons, and corporate managers. The family unit is usually considered to be the most important Upper -Middles They believe in education and want their “buying” organisation in society. It has been researched children to develop professional or extensively. Marketers are particularly interested in the roles and administrative skills so that they will not relative influence of the husband, wife and children on the drop into the lower stratum. They are civic minded and are a quality market for good purchase of a large variety of products and services. clothes, homes, furniture and appliances. There is evidence that the traditional husband-wife buying roles The middle class is average paid white and are changing. Almost everywhere in the world, the wife is blue-collar workers who try to do the proper traditionally the main buyer for the family, especially in the areas things. Often they will buy products to of food, household products and clothing. However, with “keep up with the trends”. The middle class Middle Class increasing numbers of women in full-time work and many men believes in spending more money on “worth-while experiences” for their children becoming “home workers” (or “telecommuting”) the tradi- and aiming them towards professional tional roles are reversing. colleges. The challenge for a marketer is to understand how this might Working class consists of “average pay blue affect demand for products and services and how the promo- collar workers and those who lead a tional mix needs to be changed to attract male rather than “working class life-style”, whatever income, female buyers. school or job they have. The working class depends heavily on relatives for economic Consumer wants, learning, motives etc. are influenced by Working Class and emotional support, for tips on job opinion leaders, person’s family, reference groups, social class opportunities, advice on purchase, and for and culture. assistance in times of trouble. The working class maintains a sharp sex-role division and 2.3 Personal stereotyping. They are found to have larger Personal factors are those factors, which are unique to a families than the higher classes. particular person including demographic factors, Sex, Race, and Upper Lowers are working, though their Age etc. living standard is just above the poverty line. Personal factors also include who in the family is responsible for They perform unskilled work and are poorly the decision-making. Upper Lowers paid. Often they are educationally deficient. Although they fall near the poverty line, they 2.4 Psychological Factors manage to maintain some level of Psychological factors include: cleanliness. Lower Lowers are visibly poverty-stricken • Motives—A motive is an internal energizing force that and usually out of work. Some are not orients a person’s activities toward satisfying a need or interested in finding permanent jobs and achieving a goal. Lower Lowers most are dependent in charity for income. Actions are effected by a set of motives, not just one. If Their homes and possessions are “dirty, marketers can identify motives then they can better develop ragged, and broken-down”. a marketing mix.Fig 1.6: Adapted from Richard P. Coleman “The Significance of MASLOW hierarchy of needs is the theory, which explainsSocial class to Marketing”. Journal of Consumer Research, concept of motivation through unfulfilled needs whichDecember 1983, pp 265-80 could be any of the following: • Physiological2.2 Social FactorsA customer’s buying behaviour is also influenced by social • Safetyfactors, such as the groups to which the customer belongs and • Love and Belongingsocial status. In a group, several individuals may interact to • Esteeminfluence the purchase decision. The typical roles in such a group • Self Actualizationdecision can be summarised as follows: • Need to determine what level of the hierarchy theInitiator consumers are at to determine what motivates theirThe person who first suggests or thinks of the idea of buying a purchases.particular product or serviceInfluencerA person whose view or advice influences the buying decisionDeciderThe individual with the power and/or financial authority tomake the ultimate choice regarding which product to buy © Copy Right: Rai University11.623.3 7
  8. 8. Learning is the process through which a relatively permanentCONSUMER BEHAVIOUR Caselet #1 Nutrament Nutrament, a product marketed by Bristol-Myers Squibb change in behavior results from the consequences of past originally was targeted at consumers that needed to receive behavior. additional energy from their drinks after exercise etc., a fitness • Attitudes drink. It was therefore targeted at consumers whose needs we can say that attitudes are knowledge and positive and were for either love and Belonging or esteem. The product was negative feelings about an object or activity. It maybe tangible or not selling well, and was almost terminated. Upon extensive intangible, and living or non- living. Generally it seen that research it was determined that the product did sell well in attitudes drive perceptions inner-city convenience stores. It was determined that the We learn attitudes through experience and interaction with other consumers for the product were actually drug addicts who people. Consumer attitudes toward a firm and its products couldn’t digest a regular meal. They would purchase greatly influence the success or failure of the firm’s marketing Nutrament as a substitute for a meal. Their motivation to strategy. purchase was completely different to the motivation that B- For instance, Honda says, “You meet the nicest people on a MS had originally thought. These consumers were at the Honda”, dispelling the unsavory image of a motorbike rider, in Physiological level of the hierarchy. BM-S therefore had to the late 1950s. Changing market of the 1990s, baby boomers redesign its marketing mix to better meet the needs of this aging, and Hondas market returning to hard core. To change target market. this they have a new slogan “Come ride with us”. Motives often operate at a subconscious level therefore are difficult to measure. Attitudes and attitude change are influenced by consumer’s personality and lifestyle. • Perception Again, we tend to screen information that conflicts with their What do you see?? attitudes and distort information to make it consistent and Perception is the process of selecting, organizing and interpret- selectively retain information that reinforces our attitudes. But, ing information inputs to produce meaning. This means we bear in mind that there is a difference between attitude and chose what info we pay attention to, organize it and interpret it. intention to buy i.e., ability to buy. Information inputs are the sensations received through sight, • Personality taste, hearing, smell and touch. One way of explaining personality is all those internal traits and Selective Exposure- This means we tend to select inputs to be behaviors that make a person unique, keeping in mind the fact exposed to our awareness. This is more likely if it is linked to that uniqueness arrives from a person’s heredity and personal an event, and/or satisfies current needs. experience. Examples include: Selective Distortion- This happens when we change or twist • Workaholism current received information, which is inconsistent with our • Compulsiveness beliefs. • Self confidence Selective Retention- In this case we remember only those inputs • Friendliness that support our beliefs, and forget those that don’t. • Adaptability For instance, an average supermarket shopper is exposed to 17,000 products in a shopping visit lasting 30 minutes-60% of • Ambitiousness purchases are unplanned and is also exposed to 1,500 advertise- • Dogmatism ment per day. Hence they cannot be expected to be aware of all • Authoritarianism these inputs, and certainly will not retain many. • Introversion Interpreting information is based on what is already familiar, on • Extroversion knowledge that is stored in the memory. • Aggressiveness • Ability and Knowledge • Competitiveness. Learning can be said to be changes in a person’s behavior caused by information and experience. Therefore to change consumers’ Traits affect the way people behave. Marketers try to match the behavior about your product, you need to give them new store image to the perceived image of their customers. information regarding the product like free sample etc. • Lifestyles When making buying decisions, buyers must process informa- You may have observed that recently trends in lifestyles are tion. Knowledge is the familiarity with the product and expertise. shifting towards personal independence and individualism and Inexperience buyers often use prices as an indicator of quality a preference for a healthy, natural lifestyle. more than those who have knowledge of a product. Lifestyles are the consistent patterns people follow in their lives. Non-alcoholic Beer example: consumers chose the most For Example you buy healthy foods to maintain a healthy expensive six-pack, because they assume that the greater price lifestyle. indicates greater quality. © Copy Right: Rai University 8 11.623.3
  9. 9. • Opinion Leaders Membership groups (belong to) CONSUMER BEHAVIOUROpinion leaders basically play the role of spokesperson etc. Affinity marketing is focused on the desires of consumers thatMarketers try to attract opinion leaders...they actually use (pay) belong to reference groups. Marketers get the groups to approvespokespeople to market their products. Say, for example Sachin the product and communicate that approval to its members.Tendulkar (Pepsi, Visa , Biscuit, Adidas etc.) Credit Cards etc.!!• Roles and Family Influences Aspiration groups (want to belong to)Roles are things you should do based on the expectations of Disassociate groups (do not want to belong to)you from your position within a group. Honda, tries to disassociate from the “biker” group.People have many roles. The degree to which a reference group will affect a purchaseHusband, father, employer/ee. Individuals role are continuing decision depends on an individuals susceptibility to referenceto change therefore marketers must continue to update group influence and the strength of his/her involvement withinformation. the group.Family is the most basic group a person belongs to. Marketersmust understand: • Social Class An open group of individuals who have similar social rank. US• that many family decisions are made by the family unit is not a classless society. US criteria; occupation, education,• consumer behavior starts in the family unit income, wealth, race, ethnic groups and possessions. Social class• family roles and preferences are the model for children’s determines to some extent, the types, quality, quantity of future family (can reject/alter/etc) products that a person buys or uses.• family buying decisions are a mixture of family interactions Lower class people tend to stay close to home when shopping, and individual decision making do not engage in much prepurchase information gathering.• family acts an interpreter of social and cultural values for Stores project definite class images. the individual. Family, reference groups and social classes are all social influencesThe Family life cycle: families go through stages, each stage on consumer behavior. All operate within a larger culture.creates different consumer demands: • Culture and Sub-culture• bachelor stage Culture refers to the set of values, ideas, and attitudes that are• newly married, young, no accepted by a homogenous group of people and transmitted to• full nest I, youngest child under 6 the next generation.• full nest II, youngest child 6 or over Culture also determines what is acceptable with product• full nest III, older married couples with dependant advertising. Culture determines what people wear, eat, reside children and travel. Cultural values in India are good health, education,• empty nest I, older married couples with no children living individualism and freedom. In today’s culture time scarcity is a with them, head in labor force growing problem. So as a result there is a change in meals.• empty nest II, older married couples, no children living at Different society, different levels of needs, different cultural home, head retired values.• solitary survivor, in labor force Culture can be divided into subcultures:• solitary survivor, retired • Geographic regions• Modernized life cycle includes divorced and no children. • Human characteristics such as age and ethnic background. Culture effects what people buy, how they buy and when they Two Income Marriages Are Now the Norm buy. Because 2 income families are becoming more common, the decision maker within the family unit is changing...also, Case on Customer Behavior family has less time for children, and therefore tends to let Modernizing Sales Outlets them influence purchase decisions in order to alleviate some Mr. Harish Panjwani was a refugee when he started his small of the guilt. Children also have more money to spend grocery business about 40 years back. Initially, he hawked his themselves. good door to door and soon developed a sizeable number of• Reference Groups steady customers. This was largely due to his sober tempera-Individual identifies with the group to the extent that he takes ment, reliable dealings and his amiable nature. His extroverton many of the values, attitudes or behaviors of the group nature helped him develop many friends and well-wishers.members. Over a period of time, Mr Panjwani became a socially promi-Families, friends, sororities, civic and professional organiza- nent person with good acquaintances from many walks of life.tions. He expanded the range of his business activities and he nowAny group that has a positive or negative influence on a own several shops dealing in consumer durables, dairy productsperson’s attitude and behavior. and also has a general store besides a large medical shop. Being © Copy Right: Rai University11.623.3 9
  10. 10. of a conservative frame of mind, he feels emotionally attached Opinion leadersCONSUMER BEHAVIOUR to his original grocery business and continues to operate it with Lifestyles enthusiasm. His business place has even come to be associated Personality with a meeting venue for people of his generation to meet. Attitudes His children are grown up and the eldest one, Rajesh, has just returned from abroad after completing his management Learning education there. Ambitious by nature, Rajesh would like to Ability and Knowledge expand his business fast. He feels that he needs to be ‘profes- Selective Exposure sional’ in his approach. In his option, his father’s way of Selective Distortion dealing with people is outdated. Many a times, he feels irritated when his father’s old friends drop in at the shops and spend Selective Retention time talking with him. Rajesh feels that this type of casual come Perception together is a waste of time. He would prefer to be more Motives ‘business’ like. He would to deal with them as customers only, Decider serving them with precision and in a methodical manner. He expects that his customer should appreciate this ‘modern’ way Buyer of doing business. He has, however, broached his inner feelings User only in an indirect way to his father, and he found that this Initiator father believes in maintaining close personal links with his Influencer customers. Some of the customers have, anyhow, started noticing the change in the way in which Rajesh deals with them. They feel that the old ‘warmth’ of their relationship with the Points to Ponder senior Panjwani is somehow missing and they are now less welcome at the shops. Objectives of One-to-One Questions Marketing 1. What do you think is the contribution of personal relationship in such a business? n To attain customers 2. Do you agree with the approach adopted by Rajesh? Do n Sell them more products you have any suggestion to make? n Make a profit Taken from the fourth semester examination question paper of Pune University. Key Terms Customer needs Customer focus Needs and wants Consumer focused marketing Customer needs assessment Primary needs Stimulus-response model Black box Cultural Social Personal Psychological Sub-cultures Social Class Aspiration groups Disassociate groups Membership groups Reference Groups The Family life cycle © Copy Right: Rai University 10 11.623.3
  11. 11. CONSUMER BEHAVIOUR Changes in the Business Environment Personal Consumer n Increased n Access to customer consumer power patterns and The individual who buys goods and n Access to preferences services for his or her own use, for information n Evolution to other - household use, for the use of a n More products and Web connection family member, or for a friend. services – PDAs n Interactive and – HDTV instant exchanges – Mobile phones Organizational Consumer Consumer Behavior A business, government agency, or The behavior that consumers other institution (profit or nonprofit) display in searching for, that buys the goods, services, purchasing, using, evaluating, and and/or equipment necessary for the disposing of products and services organization to function. that they expect will satisfy their needs. © Copy Right: Rai University11.623.3 11
  12. 12. CONSUMER BEHAVIOUR Development of the Marketing Concept The Marketing Concept Production n Assumes that to be successful, a Concept company must determine the needs and wants of specific target markets and Product Concept deliver the desired satisfactions better than the competition Selling Concept n Marketing objectives: Marketing – Profits through customer satisfaction Concept The Selling Concept The Marketing Concept n Assumes that consumers are unlikely to A consumer-oriented philosophy buy a product unless they are that suggests that satisfaction of aggressively persuaded to do so consumer needs provides the focus n Marketing objectives: for product development and – Sell, sell, sell marketing strategy to enable the n Lack of concern for customer needs and firm to meet its own organizational satisfaction goals. © Copy Right: Rai University 12 11.623.3
  13. 13. CONSUMER BEHAVIOUR Implementing the Marketing Successful Relationships Concept n Consumer Research Customer Customer n Segmentation Value Retention n Targeting n Positioning Customer Satisfaction Societal Marketing Concept The Marketing Mix n Product A revision of the traditional marketing concept that suggests that marketers adhere to n Price principles of social responsibility in the n Place marketing of their goods and services; that is, n Promotion they must endeavor to satisfy the needs and wants of their target markets in ways that preserve and enhance the well-being of consumers and society as a whole. © Copy Right: Rai University11.623.3 13
  14. 14. CONSUMER BEHAVIOUR Characteristics that affect customer behaviour The Societal Marketing Concept n All companies prosper when society prospers. n Companies, as well as individuals, would be better off if social responsibility was an integral component of every marketing decision. n Requires all marketers adhere to principles of social responsibility. Notes © Copy Right: Rai University 14 11.623.3
  15. 15. CONSUMER BEHAVIOUR LESSON 2: ORGANISATIONAL BUYINGIntroduction • Why does the customer want to buy a particular product orIn this chapter we shall discuss some of the basic issues of service?consumer behaviour. We shall outline the major influences, • How will he or she decide which option to purchase?which shape an individual’s consumer behavour and prefer- • What factors may influence this decision?ences. The specific process of decision-making involved inconsumer behavour is also discussed here. In this chapter we Activity 1will address the question of business markets and how they To get a preliminary idea about the study and applications ofdiffer from consumer markets. consumer behaviour complete the following table in terms ofBuyer behaviour is a huge subject and it is only possible in your own purchase behaviour.this course to provide a brief introduction to the key issues. (a) What are your reasons for purchasing the followingFor the purposes of this session, we’ll therefore concentrate products and services?primarily upon consumer behaviour, and then conclude by (i) Shampoo _______________________________highlighting some of the similarities and differences between (ii) Life Insurance ____________________________this and organisational buyer behaviour (or business-to-business purchasing). (iii) Instant Coffe ____________________________ (iv) White Shirt _____________________________Your ObjectivesAfter studying this lesson you should be able to: (b) Which brand do you normally purchase?• Identify and explain the different kinds of consuming (i) Shampoo _______________________________ identities (ii) Life Insurance ____________________________• Elaborate the different customer roles (iii) Instant Coffee ___________________________• Identify the main issues in organisational buying (iv) White Shirt _____________________________• Differentiate organisational buying from consumer buying (c) How often/how much do you buy at a time?We often use the term Consumer to describe two different (i) Shampoo _______________________________kinds of consuming entities: the personal consumer and the (ii) Life Insurance ____________________________organisational consumer. The personal consumer is one who (iii) Instant Coffee ___________________________buys goods and services for his or her own use, for the use ofthe household, or as a gift for a friend. The organisational (iv) White Shirt _____________________________consumers include profit and not-for-profit business, govern- (d) From where (retail outlet) do you usually purchase?ment agencies, and institutions, all of which must buy (i) Shampoo _______________________________products, equipment, and services in order to run their (ii) Life Insurance ____________________________organisations. (iii) Instant Coffee ___________________________Before going into the details of organisational buying, let us tryto understand the basics of buyer behaviour, i.e., why study (iv) White Shirt _____________________________consumers? And who is our customer (consumer)? (e) Conduct a similar exercise for one of your close friends and compare his/her purchase behaviour with1. Buyer Behaviour your own. Are there any differences? Identify the reasons for these differences.1.1 Why Study Customers?Before actually studying Consumer behaviour, let us answer the _________________________________________question of why to study this discipline at all? In other words, _________________________________________we will explore and scope and importance of Consumer _________________________________________behaviour. _________________________________________Effective marketing must begin with “a thorough understanding of _________________________________________how and why customers behave as they do” (Merenski, 1998). Specifi-cally, in order to tailor solutions to customers’ particular needs _________________________________________and desires, the marketer requires a grounded knowledge of _________________________________________buyer motivations and decision-making processes, together _________________________________________with all those environmental factors which may exert influence _________________________________________upon them. Put another way, the marketer is seeking to address _________________________________________three basic questions: - © Copy Right: Rai University11.623.3 15
  16. 16. 2.2. What is Consumer Behaviour? The Three Customer RolesCONSUMER BEHAVIOUR Let us try to define Consumer behaviour Concepts User Payer Buyer Mental and physical activities undertaken by household Role Users Payer focus Buyers, often and business customers that result in decisions and actions specialisation focus on on budget separate from to pay for, purchase and use products and services performan allocations. users and ce value payers, An important part of the marketing process is to understand evaluation specialize in why a customer or buyer makes a purchase. Without such an buying task. understanding, businesses find it hard to respond to the Formalised Users Payer use Buyers follow customer’s needs and wants. process submit a sound well-laid -out For a marketing manager, the challenge is to understand how formal budgeting policies and customers might respond to the different elements of the requisition practices. processes. and marketing mix that are presented to them. If management can technical understand these customer responses better than the competi- specificatio tion, then it is a potentially significant source of competitive ns. advantage. Accountability Users Buyers Consumer Buying Behavior refers to the buying behavior of accountabl accountable the ultimate consumer. A firm needs to analyze buying e for for correct professional behavior for: specificatio buying. • Buyers’ reactions to a firms marketing strategy has a great ns. impact on the firm’s success. Internal User Strong Buyers with • The marketing concept stresses that a firm should create a capabilities capabilities financial low skills may may lead position draw on marketing mix (MM) that satisfies (gives utility to) to in-house can gain external customers, therefore need to analyze the what, where, when production favorable advice. and how consumers buy. . terms for All this time we have been carrying out our discussion about suppliers. consumer behaviour without properly defining what or who is Complexity Need Buyers may a consumer. So who is a consumer? Let us now define a identificati need to consumer. on may be coordinate an with multiple A customer is a person in either a household or an organisational unit extended suppliers. who plays a role in the completion of a transaction with a marketer or process. an entity Buy class Users may For new Rebuys may be automate task buys, routinised and Who then is a Consumer? the payers may automated. For example, you as a customer purchasing a burger at a requisition have to New task buys for rebuys. juggle would require restaurant versus the restaurant purchasing the burger meat, money. professional bun and condiments to prepare the hamburger for sale talents of Can you bring out the difference between the terms consumer, buyers. buyer, and customer? Buying center Buying Payers Buyers bring centre often are vendors and Customer Roles brings all the users together A customer plays different roles roles deciders in • User – the person who actually consumes or uses the together. the buying product and receives the benefits centre. –E.g. in the example of burger, the person who actually eats the burger Decision Users most Payers Buyers active • Payer – the person who finances the purchase process active at most active throughout the –E.g. the person who provides the money to pay for the the at the decision burger specificatio decision process n and stage. • Buyer - the person who participates in acquiring the vendor product screening –E.g. the person who orders and/or actually hands over stage. the money for the hamburger In certain cases one and the same person could play all these three roles or it could be other way around also; i.e., different people could play different roles. © Copy Right: Rai University 16 11.623.3