Professional Documents
Culture Documents
Chapter 7
Consumer Learning
Importance of Learning
Marketers must teach consumers:
where to buy how to use how to maintain how to dispose of products
Learning Theories
Behavioral Theories Cognitive Theories
Consumer Learning
A process by which individuals acquire the purchase and consumption knowledge and experience that they apply to future related behavior.
Learning Processes
Intentional: learning acquired as a result of a careful search for information Incidental: learning acquired by accident or without much effort
Classical Conditioning
Example
If you usually listen to the 9 o clock news while waiting for dinner to be served you would tend to associate the 9 o, clock news with dinner, So that eventually the sounds of the 9 o clock news alone might cause your mouth to water even if dinner was not being prepared and even if you were not hungry.
A behavioral theory of learning based on a trialand-error process, with habits forced as the result of positive experiences (reinforcement) resulting from certain responses or behaviors.
Repetition
Repetition increases strength of associations and slows forgetting but over time may result in advertising wearout.
Three-Hit Theory
Repetition is the basis for the idea that three exposures to an ad are necessary for the ad to be effective The number of actual repetitions to equal three exposures is in question.
Three-Hit Theory
1) to make consumers aware of the product 2) to show cosumers the relevance of the product 3) to remind them of its benefits according to others marketing scholars 11 to 12 repetitions
Stimulus Generalization
Example
That an individual can learn to take dinner not only to the sound of 9 o clock news but also to the some what similar sound of Azan.
Figure 7.5 Product Line Extension (adding related products to an already established brand)
Family branding
The practice of marketing a whole line of company products under the same brand name. A strategy that capitalizes on the consumers ability to generalized favorable brand associations from one product to others: e.g Nestle
Licensing
Allowing a well known brand name to be affixed to products of another manufacturer..
Examples: names of designers, manufacturers, celebrities, corporations and even cartoon characters are attached for a fee i.e rented.
Stimulus Discrimination
The ability to select a specific stimulus from among similar stimuli because of perceived differences.
Positioning
Differentiation
Instrumental Conditioning
Consumers learn by means of trial and error process in which some purchase behaviors result in more favorable outcomes (rewards) than other purchase behaviors. .
Reinforcement
Positive Reinforcement: Positive outcomes that strengthen the likelihood of a specific response Example: Ad showing beautiful hair as a reinforcement to buy shampoo Negative Reinforcement: Unpleasant or negative outcomes that serve to encourage a specific behavior Example: Ad showing wrinkled (smooth) skin as reinforcement to buy skin cream
Unrewarded Legs too tight Unrewarded Tight in seat Unrewarded Baggy in seat Reward Perfect fit
Stimulus Situation
(Need goodlooking jeans)
Observational Learning
A process by which individuals observe the behavior of others, and consequences of such behavior. Also known as modeling or vicarious (observational) learning.
Holds that the kind of learning most characteristic of human beings is problem solving, which enables individuals to gain some control over their environment.
Information Processing
A cognitive theory of human learning patterned after computer information processing that focuses on how information is stored in human memory and how it is retrieved.
Sensory Input
Sensory Store
Rehearsal
Encoding
Forgotten; lost
Forgotten; lost
Forgotten; unavailable
Retention
Information is stored in long-term memory
Episodically: by the order in which it is acquired Semantically: according to significant concepts
Involvemen t Theory
A theory of consumer learning which postulates that consumers engage in a range of information processing activity from extensive to limited problem solving, depending on the relevance of the purchase.
Figure 7.14
A theory that proposes that highly involved consumers are best reached through ads that focus on the specific attributes of the product (the central route) while uninvolved consumers can be attracted through peripheral advertising cues such as the model or the setting (the peripheral route).
A theory that suggests that a persons level of involvement during message processing is a critical factor in determining which route to persuasion is likely to be effective.
Brand Loyalty
Brand loyalty is a favorable attitude toward and consistent purchase of a single brand over time.
Brand Equity
The value inherent in a well-known brand name is known as Brand Equity. Co branding Megabrands