MMM092-Consumer Behaviour
Module Provider: Marketing and Reputation
Number of credits: 20 [10 ECTS credits]
Level:7
Terms in which taught: Spring term module
Pre-requisites:
Non-modular pre-requisites:
Co-requisites:
Modules excluded:
Current from: 2018/9
Email: g.kilner@henley.ac.uk
Type of module:
Summary module description:
Understanding customers, whether in consumer or business-to-business is at the heart of the marketing discipline. This module uses contributing social sciences such as psychology, sociology and economics to understand the drivers to consumer behaviour.
Understanding consumer psychology is a key requirement for effective marketing management. Marketing managers need to be able to identify and respond appropriately to different consumer audiences who vary in terms of their perceptions, beliefs, attitudes, emotions, personalities and behaviours. Changing lifestyles and values in society mean that the influence and impact of culture, family and friends play a key role in motivation and on consumer choice. The Internet has significantly increased the ease of access to product and/or service information, as well as the easier communication and transfer of information between consumers. This means that the consumer is highly knowledgeable and able to take a more proactive position in relation to the purchase process. This is leading to shifts in the power relationship between the consumer and organisations.
The processes of consumer decision making and activity, triggers of need, information search, evaluation of options, purchasing decisions, consumption of goods, and post-use evaluation, are vital to the marketer in understanding the application of marketing tools. The wider possibilities for behavioural segmentation, satisfaction and loyalty in products and services are considered.
Aims:
To provide an understanding into the psychological and sociological factors that influence consumer behaviour before, during and after purchase and consumption in contemporary consumer markets. To discuss the effective engagement and handling of business customers. The purpose of the module is to explore and apply consumer and business customer buying behaviour models in a contemporary context.
Assessable learning outcomes:
1. Recognise and analyse the key aspects and dimensions of understanding customers as individuals in terms of motivation, perception, learning attitude formation and change and their personalities.
2. Recognise and analyse the key aspects and dimensions of understanding customers within their cultural and social settings by considering the influences of reference groups and families, culture and its erosion.
3. Evaluate the underlying theories of consumer behaviour and apply concepts of the consumer decision making process in both consumer and business-to business markets in both high and low involvement purchasing.
4. Evaluate psychographic and behavioural approaches to and practitioner models of segmentation
5. Define and create strategic marketing tools, pricing, communication and promotion responses, which are pertinent to the customer and the stage of purchase.
6. Relate consumer behaviour learning to the issues of satisfaction and loyalty and service consumption and evaluation.
Additional outcomes:
Effectively organise, plan, and work both collaboratively and individually in understanding and applying the principles of critical analysis. To communicate consumer analysis effectively through both verbal and written reporting, appropriately applying buyer behaviour theory in practice in different market contexts.
Outline content:
Psychological Influences - Drive & motivation, perception, learning & attitudes, personality and self concept.
Sociological Influences – reference groups, family, culture and relational consumption.
Behavioural and psychographic segmentation
Models of consumer behaviour and decision making
Consumer and organisational buying behaviour and processes for products and services
The application of relevant strategic marketing tools
The processes of the development of satisfaction and stimulating loyalty
Consumer behaviour in the context of service consumption
Brief description of teaching and learning methods:
Lectures which include practitioner links.
Seminars based around group work.
| Autumn | Spring | Summer | |
| Lectures | 20 | ||
| Seminars | 3 | ||
| Guided independent study | 177 | ||
| Total hours by term | 200.00 | ||
| Total hours for module | 200.00 |
| Method | Percentage |
| Written exam | 50 |
| Project output other than dissertation | 30 |
| Oral assessment and presentation | 20 |
Summative assessment- Examinations:
2 hours
Summative assessment- Coursework and in-class tests:
Students work in small groups to produce a written report and an oral presentation. The word count for the report is a maximum of 3000 words (due time: Friday 29th March (week 11), 2019, 2:00 pm). The group presentation is a maximum of 15 minutes (taking place during week 10).
Formative assessment methods:
Work which provides opportunities to improve performance (e.g. through feedback provided) but which does not necessarily always contribute towards the overall module mark will take place in seminars.
Penalties for late submission:
These are in accordance with the mode of study arrangements laid out in the Programme Specifications.Assessment requirements for a pass:
Projects and examinations: 50%
Reassessment arrangements:
These are in accordance with the arrangements for resubmission laid out in Programme Specifications.
Additional Costs (specified where applicable):
Last updated: 18 July 2018
THE INFORMATION CONTAINED IN THIS MODULE DESCRIPTION DOES NOT FORM ANY PART OF A STUDENT'S CONTRACT.