MKBU 3435 Study Guide - Midterm Guide: Gemba, Total Quality Management, E-Commerce
13 Nov 2018
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Situational factors, usage context, time pressure, mood, shopping orientation. Shopping experience, point of purchase stimuli, sales interactions. Time (think more about what we want to buy when we have more time) Time poverty: more pressed for time than before (more options to spend time) Pressure cooker (analytical/not multitask/time pressure/focused on present) Mirror (analytical/not multitasking/risk averse/buy what they like, what has worked in past will work in the future) River (spontaneous/impulsive/flow of information that never stops) Feast (analytical/a lot of time/love to shop/thrill of hunt) Total quality management (tqm): management and engaging procedures that aims to reduce errors/increase quality. Benefits: customer service, options, convenience, sales tax. Store image (personality): location, merchandise, suitability, knowledge of sales staff, design, patrons, return policies, credit. Expectancy disconfirmation model (high satisfaction not met=unhappy) Recommerce: consumers want to squeeze more value by selling/trading. Lateral cycling: exchange something for something someone else owns (underground) swishing. Social power (capacity to alter actions of others)
