Buyer Behaviour BUYING & DISPOSING Chp. 10 With Duane Weaver

OUTLINE Issues in Buying and Disposing Consumption Situation E-Commerce: Consumer’s Perspective Marketer’s Perspective Post-purchase Satisfaction Product Disposal VIDEO

Issues in Buying and Disposing Antecedent States Purchase Environment Postpurchase Processes Situational Factors Usage Contexts Time Pressure Mood Shopping Orientation The Shopping Experience Point-of-Purchase Stimuli Sales Interactions Consumer Satisfaction Product Disposal Alternative Markets

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

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

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

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?

THANKS See you next class…