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: 2021/2

Module Convenor: Dr Mike Molesworth
Email: m.r.molesworth@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 ºÚ¹Ï³ÔÁÏÍø and ºÚ¹Ï³ÔÁÏÍø 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 refer ence 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 custom er 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.

Contact hours:

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

Summative Assessment Methods:

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.

The University policy statement on penalties for late submission can be found at:
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: 8 April 2021