MKTG 315 1st EditionExam # 3 Study Guide chapters 17-18Chapter 17- Outlet Selection and PurchaseEvolving Retail Scene-Technology continues to change the retail world In-home shopping: forms of non-store retailing such as catalogs, telemarketing, mail, and TvInternet strategiesMulti-channel shoppers: consumers who browse and or purchase in more than one channel- A lot of consumers will research things online and then go buy them in the store, or opposite, go see it in store and then buy it onlineOmni-channel shoppers: consumers who browse and or purchase on more than one channel simultaneouslyOutlet ImageStore Image: attributes associated with a retail outletStore brands: brand only sold by that store (great value at Walmart, pink at Victoria’s Secret)PricingReference price: is a price with which other prices are comparedExternal Reference Price: a price used by a marketer for the consumer to use to compare with the current price Internal Reference Price: price of price range that a consumer retrieves from memory to compare with a price in the marketPerceived RiskCosts of Failures:- Social Cost- Financial Cost- Time cost- Effort Cost - Physical CostUnplanned Purchases: purchases made in a retail outlet that are different from what consumer had planned to make prior to entering that retail outletImpulse Purchase: would occur when a consumer sees something like a candy bar and picks it up with little to no thoughtOutlet AtmosphereStore Atmosphere: is influenced by such attributes as lighting, layout, presentation of merchandise, fixtures, floor coverings, colors, sounds, odors along with sales peopleServicescape: when describing a service business such as a hospital, bank, or restaurantAtmospherics: is the process managers use to manipulate the physical retail or service environment to create specific mood responses in shoppersStockout’s: store being out of a brand a certain times to affect consumer purchasesChapter 18- Post purchase Processes, Customer Satisfaction, and Customer CommitmentPost purchase dissonance: doubt or anxiety about a purchaseUse Innovativeness: refers to a consumer using a product in a new wayProduct nonuse: when a consumer actively acquires a product that is not used or used only sparingly relative to potentialEfforts to reduce E-waste- Techforward offers a guaranteed buy-back plan for electronics- HP provides self-addressed prepaid envelopes in which you can return used ink cartridgesConsumer-to-Consumer Sale: occurs when one consumer sells a product directly to another with or without assistance of a commercial intermediaryDeterminants of Satisfaction vs. DissatisfactionSymbolic performance: relates to image-enhancing performanceInstrumental performance: relates to the physical functioning of the productAffective performance: emotional response that owning or using it providesRepeat purchasers: consumers who continue to buy the same brand though they have no emotional attachmentSwitching costs: costs of finding and evaluating an alternativeBrand loyalty: having an emotional tie to a brandRelationship Marketing: an attempt to develop an ongoing, expanding exchange relationship with a firm’s