Marketing ch 14

A law that prohibits the use of e-mail, fax, and other technology to randomly send messages to potential consumers.

A legal act that requires certain institutions to provide written notice of their privacy policies.

Any unwanted commercial e-mail similar to junk mail.

A group of laws that govern commercial practices in the United States.

The effect of a loyalty program that, as a consumer approaches the next level of benefits, the rate of consumer’s purchases increases.

The degree to which a customer prefers or likes a brand.

The degree to which a customer habitually buys a product and does not respond to competitors’ offerings.

A loyalty program that results in members blocking out marketing communications from competitors.

Short for robot; a kind of program that perform automatic functions online.

Word of mouth that includes blogs, articles, and other forms of promotion.

When a company supports a nonprofit organization in some way in order to generate positive public relations.

A gap that occurs when a marketer overstates the performance level of a product, thereby creating unrealistic expectations on the part of consumers.

A form of a social group that centers its attention around a particular brand or product category.

A method in which two or more groups act together to reach potential customers.

Providing tools that enable customers to take control or influence marketing.

The feeling that results when an offering meets a consumer’s expectations.

Willing to succumb to a special offer or lower price.

A gap that results when a product fails to meet its performance standards.

An e-mail account that is used for registering when buying products online in order to ignore spam and other junk e-mail later.

An oral or written statement by the seller regarding how a product should perform and the remedies available to the consumer in the event of its failure.

An obligation for a seller to provide an offering of at least average quality, beyond any written statements.

Targeting individuals known to influence others so they will use their influence in the marketer’s favor.

A special type of community that participates regularly in marketing research activities.

A firm’s failure to understand a customer’s expectations or needs, which then leads it to create an offering that disappoints the customer.

The process of lengthening the a customer’s lifetime value over time.

Marketing efforts that reward the frequent purchase and consumption of an offering.

Soliciting personal information in order to steal an identity and use it to generate cash fraudulently.

A situation in which consumers rethink their decisions after purchasing products and wonder if they made the best decision.

Laws that limit the amount and type of information a company can collect about a consumer and also specify how that information can be used or shared.

Statements about how a company will use and protect a consumer’s private data.

A catchall phrase for online channels of communication that build communities including social networking sites, blogs, podcasts, wikis, vlogs (video blogs), and other Internet-based applications that enable consumers to contribute content.

A community or social group that centers its attention on a particular brand or product category.

A communication medium for communities, or social networks.

A loyalty program that results in buyers being more likely to try related products offered by a marketer.

A gap that results when a marketer sets performance standards for a product that are too low, in spite of what is known about the customer’s requirements.

Any form of selling under another guise or under a phony front.

The costs associated with moving to a new supplier of an offering.

The spread of the company’s message (like a virus) through a community.

A promise or assurance by a seller that an offering will perform as the seller represented it would.

The passing of information and opinions verbally.