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Class 15 Attitudes and Persuasion. CA 2018 Consumer Insight A.Kwanta Sirivajjanangkul A.Panitta Kanchanavasita Albert Laurence School of Communication Arts Department of Advertising 2013. The Power of Attitudes The ABC Model of Attitudes Hierarchies of Effects
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Class 15Attitudes and Persuasion CA 2018 Consumer Insight A.KwantaSirivajjanangkul A.Panitta Kanchanavasita Albert Laurence School of Communication Arts Department of Advertising 2013
The Power of Attitudes • The ABC Model of Attitudes • Hierarchies of Effects • How Do We Form Attitudes? • The Consistency Principle • Self-Perception Theory • Social Judgment Theory • How Do Marketers Change Attitudes? Chapter outline
1 The Power of Attitudes
1 • Attitude is a lasting, general evaluation of people (including oneself), objects, advertisements, or issues. • We call anything toward which one has an attitude an attitude object. • An attitude is lasting because it tends to endure over time. • An attitude is general because it applies to more than a momentary event Attitude
1 • Psychologist Daniel Katz developed the functional theory of attitudes to explain how attitudes facilitate social behavior. • According to this pragmatic approach, attitudes exist because they serve some function for the person • Two people can each have an attitude toward object for very different reasons Daniel Katz
1 • Utilitarian function: • Pleasure or pain, delicious or not delicious • Value-expressive function • What product says about him as a person • Ego-defensive function • We form attitudes to protect ourselves either from external threats or internal feelings • Knowledge function • We need order, structure, or meaning • Only when a person is in ambiguous situation Different Attitude Functions
2 The ABC Model of Attitudes
2 Affect Behavior Cognition How a consumer feels About an attitude object Intentions to take action about it What he believes to be true about the attitude object The ABC Model of Attitudes *** interrelationships among knowing, feeling, and doing
3 Hierarchies of Effects
3 • Which comes first: Knowing, feeling, or doing? • Each element may lead things off depending on the situation • Hierarchies of Effects explain the relative impact of the three components Feeling Affect Doing Behavior Knowing Cognition Hierarchies of Effects
3 Standard Learning Hierarchy Attitude Based on cognitive information processing Knowing Cognition Feeling Affect Doing Behavior • Think Feel Do • A person approaches a product decision as a problem-solving process Hierarchies of Effects
3 • Hierarchies of Effects Low-Involvement Hierarchy Attitude Based on behavioral learning processes Feeling Affect Knowing Cognition Doing Behavior • Do Feel Think • The consumer initially doesn’t have a strong preference for one brand over another • The consumer forms an evaluation only after they have bought the product • The attitude is to come through behavioral learning
3 Experiential Hierarchy Attitude Based on hedonic consumption Knowing Cognition Feeling Affect Doing Behavior • Feel Think Do • The consumers act on the basis of emotional reactions, hedonic motivations • Intangible product attributes such as package design, advertising, • And Brand names Hierarchies of Effects
4 How Do We Form Attitude?
4 • We all have lots of attitudes • We are not born with the conviction • Ex. Pepsi is better than Coke • We forms attitude in several different ways, depending on the particular hierarchy of effects that operates • Ex. As in Chapter 3,attitude toward a brand due to classical conditioning – Pepsi name + a catchy jingle (you are in Pepsi generation) • Ex. Due to instrumental conditioning – you take a swig of Pepsi and it quenches your thirst How Do We Form Attitude?
4 Commitment to an attitude; the degree of commitment relates to the level of involvement with the attitude object All Attitudes Are Not Created Equal
4 THREE (increasing) levels of commitment: • Compliance • the lowest involvement, superficial – easy to change • We form an attitude because it helps us to gain rewards or avoid punishment • Identification • We form an attitude to conform to another person’s or group’s expectations • Imitating the behavior of desirable models • Internalization • The high level of involvement, deep seated attitudes, value system • Very difficult to change because they are so important All Attitudes Are Not Created Equal
5 The Consistency Principle?
5 • Why does a need to maintain consistency among all of our attitudinal components motivate us to alter one or more of them? The Consistency Principle
5 “Pepsi is my favorite soft drink. It tastes terrible”
5 “I love my boyfriend. He is the biggest idiot I have ever met”
5 Principle of Cognitive Consistency • Harmony among thoughts, feelings, and behaviors and a need to maintain uniformity among these elements • We change our thoughts, feelings, or behaviors to make them consistent with other experiences • A big factor is how well they fit with other related attitudes we already hold The Consistency Principle
5 • The Consistency Principle Theory of Cognitive Dissonance • When a person is confronted with inconsistencies among attitudes or behaviors, he will take some action to resolve this “dissonance” • He perhaps change his attitude or modify his behavior to restore consistency • Ex. Conflict between attitudes toward a product or service and what we actually do or buy • Postpurchase Dissonance: consumers tend to find reasons to support for their decisions
5 • Do we always change our attitudes to be in line with our behavior because we are motivated to reduce cognitive dissonance? • Observing our own behavior to determine just what our attitudes are Self-Perception Theory
5 • The initial attitude acts as a frame of reference • We categorize new information in terms of this existing standard Social Judgment Theory
6 How Do Marketers Change Attitude?
6 • Persuasion – an active attempt to change attitudes • Basic psychological principles that influence people to change their minds or comply with a request; • Reciprocity – We are more likely to give if first we receive • Scarcity – Like people, items are more attractive when they are not available • Authority – Authoritative source is much more readily than less authoritative one • Consistency – people try not to contradict themselves in terms of what they do or say about that issue • Liking – we agree with those we like or admire How Do Marketers Change Attitude?