BA1090 - Chapter 3 (Customer Behaviour)

Problem Recognition

Perceiving a need when there is a difference between current and desired states.

Information Search

Clarifying the problem through internal memory scans or external sources.

Evoked Set

The group of brands that a customer would consider acceptable during evaluation.

Cognitive Dissonance

Post-purchase psychological tension or anxiety a buyer may experience.

Extended Problem Solving

A decision-making process involving time and consideration across all five stages.

Situational Influences

Factors like purchase task, surroundings, temporal effects, and antecedent states.

Motivation

An energizing force that stimulates behavior to satisfy a need.

Selective Perception

A filtering process where customers select, organize, and interpret only some information.

Brand Loyalty

A favorable attitude toward and consistent purchase of a single brand over time.

Reference Group

A group of people who significantly influence a person's attitudes, values, and behaviors.