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Problem Recognition & Search

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Presentation on theme: "Problem Recognition & Search"— Presentation transcript:

1 Problem Recognition & Search
Chapter 7 Problem Recognition & Search

2 Learning Objectives To understand consumer problem recognition and the decision making process. To know how & why consumers conduct internal search. To know how & why consumers conduct external search. To access challenges marketers face in influencing consumers’ searches.

3 Problem Recognition and Information Search

4 Ideal State: Where we want to be
Problem Recognition Ideal State: Where we want to be Actual State: Where we are now

5 Stimulating Problem Recognition
Create a new ideal state Create dissatisfaction with actual state Position as solution to problem

6 Internal Search Searching for Information from Memory
Degree of internal search Kind of information recalled: Brands Attributes Evaluations Experiences

7 Brand Recall Consideration or evoked set Vary in terms of: Size
Stability Variety Preference dispersion

8 Brand Recall Prototypicality Familiarity Goals/Usage Situation
Preference Retrieval Cues

9 Attribute Recall Accessibility/Availability Diagnosticity Salience
Vividness Goals

10 Is Internal Search Accurate?
Confirmation bias—Draw attention to negatives of competition Inhibition Consumers don’t always consider key aspects Consumers recall other, more accessible attributes Mood

11 External Search: Searching for Information from Environment

12 Sources of External Information
Retailer Media Interpersonal Independent Experiential Internet

13 Internet Sources Keyword search Shopping agents Information overload
Simulations Online community

14 Social Media ©adage.com

15 Measures of Online Consumer Activity~1

16 Measures of Online Consumer Activity~2

17 Effort to Process Information
Influenced by Motivation Ability Opportunity What motivates you to process information in advertising?

18 Motivation to Process Information
Involvement and perceived risk Perceived costs and benefits Consideration set Relative brand uncertainty Attitudes toward search Discrepancy of information

19 Ability to Process Information
Consumer knowledge Cognitive abilities Demographics

20 Opportunity to Process Information
Amount of information available Information format Time availability Number of items being chosen

21 Information Acquired in Search
Accuracy? Search by: Brand Attribute Brand name Price Other Reliability Durability Relevant

22 Questions?


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