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Consumer Attitudes: 

Consumer Attitudes


Attitudes A learned predisposition to behave in a consistently favorable or unfavorable manner with respect to a given object.

What are Attitudes?: 

What are Attitudes? The attitude “object” Attitudes are a learned predisposition Attitudes have consistency Attitudes occur within a situation


Examples of How Situations Might Influence Attitudes Coppertone Oil Free Sunscreen “It sounds like a good idea to use an oil free sunscreen when involved in summer sports activities.” Active sports in the sun Cannon Color Printers “Now that they have gone down in price so much, it’s time for me to buy a color printer.” Old PC printer ceases to work Hilton Resorts and Casinos “I worked hard; I earned a couple of days away to relax.” Exhausted, time or a weekend get-a-way Altoids Mints “I really need a strong mint after I drink a large cup of coffee.” Bad taste in one’s mouth PRODUCT/SERVICE ATTITUDE SITUATION


continued Sports Illustrated for Kids “He loves sports; I should get a one-year subscription.” It’s my nephew’s birthday Omega Seamaster Professional “Now I have an opportunity to get the watch James Bond wears.” Old wristwatch is lost Claritin-D 24 Hour “I need something that really works. I’ve heard good things about Claritin.” Summer allergy PRODUCT/SERVICE ATTITUDE SITUATION Kraft Free Salad Dressing “I really should try using more fat-free products.” Going on a diet

Structural Models of Attitudes: 

Structural Models of Attitudes Tricomponent Attitude Model Muliattribute Attitude Models The Trying-to-Consume Model Attitude-toward-the-ad Model


A Simple Representation of the Tricomponent Attitude Model Conation Affect Cognition

The Tricomponent Model: 

The Tricomponent Model Cognitive Component The knowledge and perceptions that are acquired by a combination of direct experience with the attitude object and related information from various sources. Affective Component A consumer’s emotions or feelings about a particular product or brand. Conative Component The likelihood or tendency that an individual will undertake a specific action or behave in a particular way with regard to the attitude object


A Consumer’s Belief System for Two Brands of Pocket Digital Organizers PRODUCT BRAND ATTRIBUTES BELIEFS EVALUATIONS POCKET DIGITAL ORGANIZERS 3Com PalmPilot Ease of use Handwriting feature PC backup Other features Known to be a snap to use A little effort to learn a few rules Simple one button Doesn’t have built-in drawing feature (++++) (+++) (++) (-)


continued PRODUCT BRAND ATTRIBUTES BELIEFS EVALUATIONS POCKET DIGITAL ORGANIZERS Casio Cassiopeia Ease of use Handwriting feature PC backup Other features A longer learning curve Easy, but a little learning Some learning Has drawing and voice-record features (+) (++) (++) (+++)


Selected Evaluations Scale Used to Gauge Consumers’ Attitudes toward Old Spice After Shave Good Positive Pleasant Appealing [1] [1] [1] [1] Bad Negative Unpleasant Unappealing [2] [2][2] [2] [3] [3] [3] [3] [4] [4] [4] [4] [5] [5] [5] [5] [6] [6] [6] [6] [7] [7] [7] [7] Compared to other after shave products,Old Spice is:


Measuring Consumers’ Feelings and Emotions with Regard to Using Old Spice After Shave My face felt relaxed My face felt handsome My face felt tight My face felt smooth My face felt supple My face felt clean My face felt refreshed My face felt revived My face felt pampered My face felt renewed [ ] [ ] [ ] [ ] [ ] [ ] [ ] [ ] [ ] [ ] [ ] [ ] [ ] [ ] [ ] [ ] [ ] [ ] [ ] [ ] [ ] [ ] [ ] [ ] [ ] [ ] [ ] [ ] [ ] [ ] [ ] [ ] [ ] [ ] [ ] [ ] [ ] [ ] [ ] [ ] For the past 10 days you have had a chance to try Old Spice After Shave. We would appreciate it if you would identify how your face felt after using the product during this 10-day trial period. For each of the words below, we would appreciate it if you would mark with an “X” in the box corresponding to how your face felt after using Old Spice during the past 10 days. [ ] [ ] [ ] [ ] [ ] [ ] [ ] [ ] [ ] [ ] VERY NOT AT ALL


Two Examples of Intention-to-Buy Scales Which of the following statements best describes the chance that you will buy Old Spice the next time you purchase an after shave product? ___I definitely will buy it. ___I probably will buy it. ___I am uncertain whether I will buy it. ___I probably will not buy it. ___I definitely will not buy it. How likely are you to buy Old Spice After Shave during the next three months? ___Very likely ___Likely ___Unlikely ___Very unlikely


Multiattribute Attitude Models Attitude models that examine the composition of consumer attitudes in terms of selected product attributes or beliefs.

Multiattribute Attitude Models: 

Multiattribute Attitude Models The attitude-toward-object model Attitude is function of evaluation of product-specific beliefs and evaluations The attitude-toward-behavior model Is the attitude toward behaving or acting with respect to an object, rather than the attitude toward the object itself Theory-of-reasoned-action model A comprehensive, integrative model of attitudes


Attitude-Toward-Behavior Model A model that proposes that a consumer’s attitude toward a specific behavior is a function of how strongly he or she believes that the action will lead to a specific outcome (either favorable or unfavorable).


Theory of Reasoned Action A comprehensive theory of the interrelationship among attitudes,intentions, and behavior.


A Simplified Version of the Theory of Reasoned Action


Theory of Trying to Consume An attitude theory designed to account for the many cases where the action or outcome is not certain but instead reflects the consumer’s attempt to consume (or purchase).


Selected Examples of Potential Impediments That Might Impact on Trying POTENTIAL PERSONAL IMPEDIMENTS “I wonder whether my fingernails will be longer by the time of my wedding.” “I want to try to lose fifteen pounds by next summer.” “I’m going to try to get tickets for a Broadway show for your birthday.” “I’m going to attempt to give up smoking by my birthday.” “I am going to increase how often I go to the gym from two to four times a week.” “Tonight, I’m not going to have dessert at the restaurant.” POTENTIAL ENVIRONMENTAL IMPEDIMENTS “The first ten people to call in will receive a free T-shirt.” “Sorry, the shoes didn’t come in this shipment from Italy.” “There are only three bottles of champagne in our stockroom. You better come in sometime today.” “I am sorry. We cannot serve you. We are closing the restaurant because of a problem with the oven.”


Attitude-Toward-the-Ad Model A model that proposes that a consumer forms various feelings (affects) and judgments (cognitions) as the result of exposure to an advertisement, which, in turn, affect the consumer’s attitude toward the ad and attitude toward the brand.


A Conception of the Relationship among Elements in an Attitude-Toward-the-Ad Model Exposure to an Ad Judgments about the Ad (Cognition) Beliefs about the Brand Attitude toward the Brand Attitude toward the Ad Feelings from the Ad (Affect)

Issues in Attitude Formation: 

Issues in Attitude Formation How attitudes are learned Sources of influence on attitude formation Personality factors

Strategies of Attitude Change: 

Strategies of Attitude Change Changing the Basic Motivational Function Associating the Product With a Special Group, Event,or Cause Resolving Two Conflicting Attitudes Altering Components of the Multiattribute Model Changing Beliefs About Competitors’ Brands The Elaboration Likelihood Model (ELM)


Functional Approach An attitude-change theory that classifies attitudes in terms of four functions: utilitarian, ego-defensive value-expressive, and knowledge functions.

Four Basic Motivational Functions: 

Four Basic Motivational Functions The Utilitarian Function The Ego-defensive Function The Value-expressive Function The Knowledge Function


Utilitarian Function A component of the functional approach to attitude-change theory that suggests consumers hold certain attitudes partly because of the brand’s utility.


Ego-Defensive Function A component of the functional approach to attitude-change that suggests that consumers want to protect their self-concepts from inner feelings of doubt.


Value-Expressive Function A component of the functional approach to attitude-change theory that suggests that attitudes express consumers’ general values, lifestyles, and outlook.


Knowledge Function A component of the functional approach to attitude-change theory that suggests that consumers have a strong need to know and understand the people and things with which they come into contact.

Altering Components of the Multiattribute Model: 

Altering Components of the Multiattribute Model Changing the Relative Evaluation of Attributes Changing Brand Beliefs Adding an Attribute Changing the Overall Brand Rating


Elaboration Likelihood Model (ELM) A theory that suggests that a person’s level of involvement during message processing is a critical factor in determining which route to persuasion is likely to be effective.

The Elaboration Likelihood Model (ELM): 

The Elaboration Likelihood Model (ELM) Involvement Central Route Peripheral Route Peripheral Cues Influence Attitudes Message Arguments Influence Attitudes HIGH LOW

Why Might Behavior Precede Attitude Formation?: 

Why Might Behavior Precede Attitude Formation? Cognitive Dissonance Theory Attribution Theory Behave (Purchase) Form Attitude Form Attitude


Cognitive Dissonance Theory Holds that discomfort or dissonance occurs when a consumer holds conflicting thoughts about a belief or an attitude object.


Postpurchase Dissonance Cognitive dissonance that occurs after a consumer has made a purchase commitment. Consumers resolve this dissonance through a variety of strategies designed to confirm the wisdom of their choice.


Attribution Theory A theory concerned with how people assign casualty to events and form or alter their attitudes as an outcome of assessing their own or other people’s behavior.

Issues in Attribution Theory: 

Issues in Attribution Theory Self-perception Theory Foot-In-The-Door Technique Attributions Toward Others Attributions Toward Things


Self-Perception Theory A theory that suggests that consumers develop attitudes by reflecting on their own behavior.


Defensive Attribution A theory that suggests consumers are likely to accept credit for successful outcomes (internal attribution) and to blame other persons or products for failure (external attribution).


Foot-in-the-Door Technique A theory of attitude change that suggests individuals form attitudes that are consistent with their own prior behavior.

Criteria for Causal Attributions: 

Criteria for Causal Attributions Distinctiveness Consistency Over Time Consistency Over Modality Consensus

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