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MM390-UNDERSTANDING CUSTOMERS
Module Provider: Marketing and Reputation
Number of credits: 20 [10 ECTS credits]
Level:6
Terms in which taught: Autumn term module
Pre-requisites:
Non-modular pre-requisites:
Co-requisites:
Modules excluded:
Current from: 2022/3
Module Convenor: Mr Bahram Mahmoodi Kahriz
Email: bahram.mahmoodikahriz@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.Ìý 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.Ìý 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.Ìý ÌýChanging 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 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.Ìý The wider possibilities for behavioural segmentation, satisfaction and loyalty in products and services are considered.
This module is delivered at °ÄÃÅÁùºÏ²Ê¿ª½±¼Ç¼ and °ÄÃÅÁùºÏ²Ê¿ª½±¼Ç¼ Malaysia.
Aims:
To provide an understanding into the psychological and sociological factors that influence consumers 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:
By the end of the module it is expected that students will be able to:
Ìý
1. Recognise and analyse the key aspects and dimensions of understanding customers as individuals in the terms of motivation, perception, learning attitude formation and change their personalities.
2. Recognise and analyse the key aspects and dimensions of understanding customers with their cultural and social settings by considering the influences of reference groups and families, culture and its erosion.
3. Evaluate the underlying theories 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 segmentation.
5. Define and create strategic marketing tools, pricing, communication and promotion responses, which are pertinent to the customer and stage of purchase.
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 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
Ìý
Sociological Influences- reference groups, family and culture
Ìý
Behavioural and psychographic segmentation
Ìý
Consumer and organisational buying behaviour and processes for products and services
Brief description of teaching and learning methods:
Lectures which include practitioner links.
Seminars based around group work.
Ìý | Autumn | Spring | Summer |
Lectures | 20 | ||
Seminars | 3 | ||
Guided independent study: | Ìý | Ìý | Ìý |
Ìý Ìý Wider reading (independent) | 40 | ||
Ìý Ìý Wider reading (directed) | 40 | ||
Ìý Ìý Exam revision/preparation | 40 | ||
Ìý Ìý Preparation for seminars | 6 | ||
Ìý Ìý Group study tasks | 20 | ||
Ìý Ìý Essay preparation | 20 | ||
Ìý Ìý Reflection | 11 | ||
Ìý | Ìý | Ìý | Ìý |
Total hours by term | 200 | 0 | 0 |
Ìý | Ìý | Ìý | Ìý |
Total hours for module | 200 |
Method | Percentage |
Written exam | 60 |
Project output other than dissertation | 40 |
Summative assessment- Examinations:
One 2-hour unseen written paper.
Summative assessment- Coursework and in-class tests:
The project will be carried out in groups. The assignment will require a written group report equivalent of 3000 words to be submitted in the last week of the module.
Formative assessment methods:
Discussion/feedback during the seminars and support for the group work
Ìý
Penalties for late submission:
The Support Centres will apply the following penalties for work submitted late:
- where the piece of work is submitted after the original deadline (or any formally agreed extension to the deadline): 10% of the total marks available for that piece of work will be deducted from the mark for each working day (or part thereof) following the deadline up to a total of five working days;
- where the piece of work is submitted more than five working days after the original deadline (or any formally agreed extension to the deadline): a mark of zero will be recorded.
You are strongly advised to ensure that coursework is submitted by the relevant deadline. You should note that it is advisable to submit work in an unfinished state rather than to fail to submit any work.
Assessment requirements for a pass:
A minimum mark of 40%.
Reassessment arrangements:
By examination only, in August/September.
Additional Costs (specified where applicable):
Last updated: 22 September 2022
THE INFORMATION CONTAINED IN THIS MODULE DESCRIPTION DOES NOT FORM ANY PART OF A STUDENT'S CONTRACT.