• Relationship Marketing occurs when a company makes an effort to interact with customers on a regular basis, and gives them reasons to maintain a bond with the company over time.
Key Concepts
Role Theory
Different Actors
Process Involving Exchange
Organizations or Groups
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Consumers Impact on Marketing 1-3 Strategy
• The Process of Marketing Segmentation:
–Identifies Groups of Consumers Who are Similar to One Another in One or More Ways, and
–Devises Marketing Strategies that Appeal to One or More of These Groups.
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Segmenting Consumers by
1-4
Demographic Dimensions
Demographics are Statistics That Measure Observable Aspects of a Population Such As:
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Consumption Typology
1-7
Consumption Typology Explores the Different Ways That Products and Experiences Can Provide Meaning
1-1
CONSUMER BEHAVIOR Fourth Edition
Michael R. Solomon
Chapter 1
An Introduction to Consumer Behavior
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Defining Consumer Behavior 1-2
Helps to Establish the User’s Identity
Nostalgic Attachment
Serves as a Link With a Past Self
Interdependence
Part of the User’s Daily Routine
Love
Elicits Bonds of Warmth, Passion, or Other Strong Emotion
– Not if they are honest; they do not have the ability to create miracles.
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The Dark Side of Consumer
1-11
Behavior
Compulsive Consumption
Meaning Derived i.e. rugged, individualistic,
American
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Marketing Ethics
1-9
Business Ethics are Rules of Conduct That Guide Actions in the Marketplace - the Standards Against
Positivist Approach
Interpretivist Approach
Objective
Socially Constructed
Prediction
Understanding
Independent Real Cause Separation
Contextual
Simultaneous Shaping
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Which Most People in a Culture Judge What is Right and What is Wrong, Good or Bad.
Loyal
Honest
Trustworthy
Accountable
Concern for Others
Universal Values
Integrity
Geography
Age
Race and Ethnicity
Gender
Social Class and Income
Family Structure
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Relationship Marketing: Building 1-5 Bonds With Consumers
Object
Focus of the Message i.e. Marlboro Cigarettes
Sign
Sensory Image That Represents the Intended Meanings of the Objects
i.e. Marlboro Cowboy
Interpretant
• Database Marketing involves tracking consumers’ buying habits very closely, and crafting products and messages tailored precisely to people’s wants and needs based on this information.
• Are Advertising and Marketing Necessary?
– Response: Yes, if approached from an information dissemination perspective.
• Do Marketers Promise Miracles?
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Semiotics: The Symbols Around Us 1-8
Semiotics is the Study of How Consumers Interpret the Meaning of Symbols.
Every Marketing Message Has 3 Components:
Interaction

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The Wheel of Consumer Behavior 1-14
Consumer Behavior
Consumers As Decision Makers Consumers and Subcultures Consumers and Culture
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Marketing’s Impact on Consumers: 1-6
The Meaning of Consumption
Types of Relationships a Person May Have With a Product:
Self-Concept Attachment
to People.
There Are 4 Distinct Types of Consumption Activities:
Consuming as Experience
An Emotional or Aesthetic Reaction to Consumption Objects
Consuming as Integration
>Behavior is Not Done by Choice >Gratification is Short-Lived >Strong Feelings of Regret or Guilt Afterwards
Addictive Consumption
> Gambling
Illegal Activities
Justice
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Fair Respect
Other Marketing Ethics Issues 1-10
• Do Marketers Create Artificial Needs?
– Response: Marketing attempts to create awareness that these needs do exist, rather than to create them.
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Interdisciplinary Influences
1-12
Individual Focus
Social Focus
Experimental Psychology Clinical Psychology
Developmental Psychology Human Ecology Microeconomics
• Understanding consumer behavior is good business.
–Firms exist to satisfy consumers’ needs, so –Firms must understand consumers needs to