Ch 6- Marketing Starts with Customers
buying behavior the decision processes and actions of consumers as they buy services and products
buying motives the reasons that people buy
consumer behavior the study of consumers and how they make decisions
consumer decision making process - the process by which consumers collect information and choose among alternatives
emotional motives the forces of love, affection, guilt, fear, or passion that compel consumers to buy
motivation feelings  the set of positive or negative factors that direct individual behavior
need anything you require to live
patronage motives behavior the reason to buy based on loyalty
personal identity the characteristics and character that make a person unique capabilities
self-concept an individual's belief about his or her identity, image, and capabilities