Management and Organizational Studies 1021A/B Chapter Notes - Chapter 3: Consumer Reports, Cognitive Dissonance, E-Reader

• School: Western University
• Department: Management and Organizational Studies
• Course: Management and Organizational Studies 1021A/B
• Professor: Sarah Ross

Document Summary

Consumer behaviour actions a person takes when purchasing and using products and services. Purchase decision process stages that a buyer passes through when making choices about which products or services to buy: problem recognition: perceiving a need. Information search: seeking value: evaluation of alternatives: assessing value, purchase decision: buying value, post-purchase behaviour: value in consumption or use. Purchase decision: factors such as the store atmosphere, pleasantness, shopping experience, friendliness and persuasion of salespeople, all these factors affect the purchasing decision, using the internet to gather information before buying is part of the purchase process. Internet making more convenient to purchase certain products and services: ex. Purchasing vacations is done more often online than with a travel agent: technology changes behaviour in everyday living for example watching movies e-readers replace physical books. Little effort seeking external information and evaluating alternatives: typically low-priced items. Low consumer involvement but significant difference in brands: ex.