...@Chapter 5@.... #consumer behavior: the buying behavior of final consumers - individuals and households that buy goods and services for personal consumption. #culture: the set of basic values, perceptions, wants, and behaviors learned by a member of society from family and other important institutions. #subculture: a group of people with shared value systems based on common life experiences and situations. #social class: relatively permanent and ordered divisions in a society whose members share similar values, interests, and behaviors. #membership groups: two or more people with direct influence and to which a person belongs. #reference groups: form a comparison or reference in forming attitudes or behaviors. #word of mouth: includes using opinion leaders and buzz marketing. #opinion leader: person within a reference group who, because of special skills, knowledge, personality, or other characteristics, exerts social influence on others. #buzz marketing: an attempt to enlist or create opinion leaders to serve as brand ambassadors. #lifestyle: a person's pattern of living as expressed in his.her activities, interests, and opinions. #attitude: a person's consistently favorable or unfavorable evaluations, feelings, and tendencies toward on object or idea. #evoked/consideration set: a group of relevant brands that a prospective consumer is favorably familiar with when they're thinking about making a purchase. #brand loyalty: the extent of the faithfulness of consumers to a particular brand. #satisfaction: the relationship between the consumer's expectations and the product's perceived performance. #cognitive dissonance: buyer discomfort caused by post-purchase conflict.