Chapter 19

Consumer behavior and channel strategy
Chapter 19
Form, time, place and possession utility are general utility or value provided to the consumer
as the result of an effective distribution strategy. That is, channels of distribution work to
provide form, time, place and possession utilities for consumers.
Effective distribution makes sure that goods are available to the consumer in convenient
locations, when the consumer wants them and is able to take possession of them. The basic
goal for a distribution system is to facilitate exchanges between the firm and consumers.
Store image refers to what consumers think about a particular store, including their
perceptions and attitudes. The ability to appeal to specific market segments and conversely to
demarket to others will be impacted by the store image.
Retailers are interested in store image and store atmosphere because they focus on the
influence of store attributes on consumers affect and cognitions. That is, the retail store
environment can have a big impact on consumer affect and cognitions through store image
and atmosphere.
The measurement of store image is most likely to resemble a brand attitude measurement, a
marketing research activity.
With respect to store image, one primary goal of retailers is to develop a consistent and
favorable store image in the minds of consumers.
A consumers perception of store image is least likely to be influenced by publicity.
Environmental stimuli affect the emotional states that the consumer experiences in the store,
including pleasure, arousal and dominance. These emotional states in turn lead to approach
or avoidance responses or behaviors
Store atmosphere is thought to be a function the emotional states consumers feel while
shopping. The model of store atmosphere effects suggest that environmental stimuli cause
consumers to experience emotion, which, in turn encourages approach or avoidance
responses.
There are four types of approach/avoidance behaviors including: 1) physical, related to store
patronage intentions; 2) exploratory, related to in-store search and exposure; 3)
communications, related to personal interactions; and 4) performance and satisfaction, related
to repeat shopping and time/money expenditures. These can also be related to the nature of
the emotional state
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The physical approach/avoidance relates to store patronage intentions at a basic level. The
concept of exploratory approach would explain the consumers response to emotional
states that lead him/her to broaden in-store search and exposure to a wide range of offerings.
The openness of the consumer to communication with sales personnel is, in part, a function
of emotional responses to environmental stimuli.
Arousal of the consumer, or store-induced feelings of alertness or excitement, will lead to an

approach response only in store environments that are already pleasant. The extent to which a
consumer feels pleasure in the retail environment is a powerful determinant of in-store
behaviors.
Marketing managers are concerned with the concept of approach/avoidance responses
because these behaviors are prerequisite to and include spending behavior.
Retail design issues, such as end-of-aisle displays and information booths, are directed at
movement toward product purchase. Careful attention to retail design elements can help
retailers to increase product contact.
As with brand loyalty, store loyalty concerns a consumers intentions and behaviors toward a
particular store. Retailers typically use some combination of reinforcing tactics and positive
store attributes to develop store loyalty.
As with any stimulus chosen for a particular retail store, the manager must be sure that the
stimulus chosen matches the objectives.
The positive results achieved in using sale price plus product benefit signs suggests that both
cognitions and behavior are affected by in-store signs
Research has found that the amount of shelf space given to product items (i.e. in the case of
sports media space) is positively related to sales, in general.
A marketing manager that wants to use music effectively as a part of the in-store
environmental stimuli must match music selection with business objectives (i.e. music at
sports event must match objectives usually arousal).
Catalog and direct mail purchases do not allow the marketer to engage in the sensory
stimulation that is found in stores (true of distribution of sports via media).
Direct sales purchases benefit consumers when consumers are buying products that need
demonstrations true when trying to encourage participation.
Marketers should be concerned with the relationships between consumers and channel
strategy because channel members are most influential in creating purchase loyalties. A
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common conflict between manufacturers and retailers centers on brand loyalty versus store
loyalty.
The commodity is the basic nature of a product or service offered to a consumer. Marketers
should study consumers, commodities and channels as a system of interrelated affects and
cognitions, behaviors and environments.
Analysis of economic, social, political and legal environments relative to channel design
should focus on a situational analysis of the macro-environment.
Marketing intermediaries are used to perform marketing function because they perform
marketing functions more competently than the manufacturer

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Consumer behavior and channel strategy

Arousal of the consumer, or store-induced feelings of alertness or excitement, will lead to an

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