Marketing Exam 2: Chapters 5-8

Loyal customers to the end.
American Customer Satisfaction Survey- 86% satisfaction, 8% higher than most others.
Repurchase intent of 81%
Sales tripled to $65.2 billion
iPhone captures 25% of cell phone market

The buying behavior of final consumers- individuals and households that buy goods and services for personal consumption

Individuals and households that buy goods and services for personal consumption make up this

The set of basic values, perceptions, wants, and behaviors learned by a member of society from family and other important institutions

For example, society-wide shift in the concern for health and fitness

Groups of people with shared value systems based on common life experiences and situations.

The practice of including ethnic themes and cross-cultural perspectives within their mainstream marketing

Relatively permanent and ordered divisions in a society whose members share similar values, interests, and behaviors

Two or more people who interact to accomplish individual or mutual goals

The impact of the personal words and recommendations of trusted friends, associates, and other consumers on buying behavior

A person within a reference group who, because of special skills, knowledge, personality, or other characteristics, exerts social influence on others

Involves enlisting or even creating opinion leaders to serve as "brand ambassadors" who spread the word about a company's products

Online social communities- blogs, social networking Web sites, and other online communities- where people socialize or exchange information and opinions

Family members can strongly influence buyer behavior

Consists of the activities people are expected to perform according to the people around them