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Learning Concepts
Multiple store model
of memory Involvement & shortterm capacity Recognition & Recall Picture vs Word Memory Memory Control Process
Memory . . .
. . . affects the exposure, attention, and comprehension stages . . . allows consumers to anticipate the stimuli they might encounter
Long-Term Memory
Available Capacity
Affect and arousal Encoding Retrieval
from short-term memory to long-term memory for permanent storage. Retrieval is the process of accessing information stored in long-term memory so that it can be utilized in short-term memory. Retrieval is a constructive process. Information in ads received after product experience can change the perception of the experience.
Long-Term Memory
Elaborative Rehearsal
Information subjected to elaborative rehearsal or deep processing is transferred to LTM
Sensory Memory . . .
. . . consists of firing of nerve cells, shortterm in duration, usually less than a second.
Short-Term Memory. . .
. . . is the site where information is temporarily stored while being processed. Is also called working memory.
Rehearsal is silently repeating information to encode it into long-term memory. If information in short-term memory is not rehearsed it is lost within 30 seconds.
Marketing Implications
i.
ii. a. b.
Two questions with marketing implications: Can consumers become overloaded? Research has yielded an unequivocal yes to the question Do consumers become overloaded? Controversial research: People actively manage the information they receive to avoid becoming overloaded i.e. stop far short of being overloaded Yes they do; this information overload actually decreases the quality of their purchase decision
Marketing Implications
Television advertising In low involvement keep copy points maximum to four (copy point is considered equivalent to a chunk) . For companies that advertise on TV and radio the lesson is keep your message simple
before the consumer. The goal is to determine if the information has been seen before. Recall tasks are when the consumer must retrieve the information from long-term memory without any prompting. Requires greater depth of encoding. Recall impacts the size of the consideration set, which is the set of product choices retrieved from memory that are deemed satisfactory options.
Unawareness set
Clutter is when there are too many stimuli making recall more difficult.
Long-Term Memory
. . . has essentially unlimited capacity to store information permanently.
Stored information is either semantic or visual. Semantic memory deals with the encoding and storage of words and meanings. Visual deals with the storage of images. Long term memory is essentially permanent.
Memory-Control Processes . . .
. . . are the methods of handling information which may operate consciously or unconsciously to influence the encoding, placement, and retrieval of information.
Encoding Process
Rehearsal influences whether or not information will be
transferred from STM to LTM The way information is coded will have great impact on speed of transfer as well as on the placement of that information For a new topic repetition of stimulus during rehearsal or attempt to link it to other information already present in the LTM is required. With familiar topics person becomes more adept at coding information on it by drawing associations between it and the information they already have in memory, and storage process speeds up proportionally
Encoding Process
Marketing Implications: i. Understanding of encoding process in developing
brands ii. The closer the brand name fits with consumers association about the product class, the better will be his/her ability to recall the name iii. Highly concrete names ( ocean, orchestra, frog, and blossom) are easily visualized and remembered better than less concrete names (history, truth, moment) because they are coded both visually and verbally and also because they fit better into consumers existing knowledge structure,.
Consumer Knowledge . . .
. . . is the amount of experience with and information a person has about particular products or services.
As knowledge increases, a consumer can think about a product across a greater number of dimensions and make finer distinctions between brands.
forming associations, solving problems, and gaining insights. Learning Through Education: Obtaining information from firms who are trying to teach the consumer. Learning Through Experience: Actual contact/use of products.
Marketing Implications i. As consumers knowledge increases, they become better organized, grow more efficient and accurate in their information processing, and display better recall of information. Managers need to consider the state of consumer knowledge when they are developing a product ii. Information on the extent of consumer knowledge should influence promotion strategy. A message targeted to knowledgeable prospects can be much more complex than addressed to a novice
Consumer Knowledge
Gestalt psychologists believe that biological and psychological events do not influence behavior in isolation of each other.
1+1= 3
People perceive the inputs from the environment as part of the total context. Focused on the active, creative nature of learning and action. Key idea: whole is greater than sum of parts.
pronounceable The person is familiar with both the stimulus and response words Stimulus and response words are meaningful The stimulus and response words are easily associated Visual images are created to link the stimulus and response words together
Law of Contiguity
Stimuli that are experienced together become
associated in memorye.g., Nike-Tiger Woods; called paired associate learning. Some findings:
Make pairs (i.e. stimulus-response words) easily pronounceable, familiar, meaningful. Use visual images to link stimulus-response words together.
Types of information
Brand names Brands characteristics/attributes Ads about brand Product category Evaluative (affective) reactions to the brand and the ad
Dr. X
Q.T
Dr. Y
Bus. Eco.
Jobs
Companies Class
Grades Cl.fellows
Money
Schemas . . .
. . . are organized sets of expectations and associations about an object.
When new information is inconsistent with a schema, consumers engage in more diligent processing and, consequently, have improved memory about the stimulus. Can derive from network analysis.
Forgetting
People forget because even though information has been placed in longterm memory, it may be extremely difficult to retrieve. This is called a retrieval failure.
Interference Processes
Retroactive interference occurs when later
learned material interferes with the recall of information learned earlier.
Here, build a story about a person doing something difficult, and then stop just before climax. Will increase interest in and recall of story.
Zeigarnik Effect
How can Marketers help consumers to remember Reminders Involves reminding them of what the
company wants them to remember Retrieval cues at the point of purchase Saying it again and again: The value of repetition Encourage elaboration Stimulus is linked or related to various concepts in memory: make use of semantic memory networks Self referencing : relating a stimulus to ones own self and experience (this product is for people just like you who are--------------)
How companies can help consumers remember Encourage Multiple Representation in Memory Information stored in long term memory may be
represented semantically and visual imagery Depending on how people typically represent the tobe-remembered information in memory, efforts to encourage additional forms of representation may be worthwhile Importance of consistency Consistency facilitates remembering. Greater consistency among elements within an advertisement increases what consumer remembers about the ad and advertised product The product benefits described within an ad are better remembered when these benefits are consistent with those suggested by the advertised product name
Abstract words Stimuli that are distinctive or unique are also easier to remember. Put Consumer in a good mood
products attributes, benefits, usage situations, users and manufacturers / marketer characteristics It is what we think and feel when we hear or see a brand name o Product Positioning A decision taken by marketer to try and achieve a defined brand image relative to competition within a market segment Product positioning decisions are strategic decisions The term product positioning involves an explicit reference to brand image relative to another brand.
Perceptual Mapping and Product Repositioning Product Positioning A useful technique in measuring and developing products positioning Takes consumers perception of how various brands are to each other and relates these perception to product attributes Product Repositioning: Refers to a deliberate decision to significantly alter the the way a product is viewed by the market This could involve its level of performance, the feelings it evokes, the situation in which it should be used, or even who uses it
Buick Park Avenue Staid, Conservative Older Nissan Sentra Plymouth Voyger
Stylish, Prestigious, Distinctive Mercedes 400 SE Porsche 914 TM2 Lexus LS 400 Jeep Grand Cherokee Acura Integra Ford Taurus TM1 Fun Sporty Fast
Dodge Caravan
Geo Metro Kia Sephia
beyond the functional characteristics of the product Brand Equity is nearly synonymous with the reputation of the brand Is based on the image consumers have of the brand Brand Leverage (family branding, brand extension, or umbrella branding) Refers to marketers capitalizing on brand equity by using existing brand for new products If done correctly , consumers will assign characteristics of existing brand to the new brand
Brand Leverage
Successful brand leverage requires that: a. Original brand has a strong positive image b. The new product fits well with the original product on at-least one of the three dimensions: 1. Complement: The two products are used together . 2. Transfer: The new product is seen by consumers as requiring the same manufacturing skills as the original 3. Image: The new product shares a key image component with the original