Attitudes are considered learned predispositions in which an individual behaves in a favourable or unfavourable way. Attitudes can be learnt in 3 ways:
- As a result of complete product satisfaction
- Trial of a new product
- From prior knowledge and beliefs.
An attitude is structured using the ‘Model of Attitudes’. This model accentuates the need for:
- Cognitive Components (knowledge acquired by prior experience with a product and related knowledge)
- Affective Components (consumers feeling about a product)
- Conative Components (consumer acts in a particular way with regard to the product)
Using this model I will identify how HelloFresh customers have adopted positive attitudes towards the satisfaction of their service.
HelloFresh customer attitudes are most commonly developed prior to having tried the service due to the rapid exposure of influencer marketing online. HelloFresh customers buy the service due to the key benefit of ‘convenience’. HelloFresh’s reputation of being a convenient product implies that a majority of their customers have a pre-determined need as to why they must purchase the meal kit service e.g. groceries costing too much, or not enough time to cook and plan meals. HelloFresh’s co-founder Tom Rutledge states “The householder has traditionally had to make thousands of decisions in preparing five meals a week. We reduce that to one – to get a box” (Bailey 2018), emphasising the customer incentive of ‘convenience’ when purchasing their service.
When looking at the cognitive components of the HelloFresh customer attitudes it is evident that these attitudes will be derived from learnt knowledge through influencer marketing. HelloFresh has adopted influencer marketing, meaning the company does a partnership with a third party to create and distribute their brand message (Kim 2018). In turn, a HelloFresh customer can also attain a cognitive attitude whereby they have had a positive initial experience when testing the service making them inclined to repurchase the meal kit on a regular occurrence.
An affective attitude response by HelloFresh customers is derived through the sensory satisfaction they receive when using the service. If the HelloFresh meal was delicious and flavourful a customer will be motivated to make a repurchase of that particular meal as they have generated a positive sensation when tasting the food.
Through a conative (behavioural) perspective a satisfied HelloFresh customer will adopt a positive purchase behaviour making them repurchase the meal kit delivery after their initial trial of the product. Conative attitudes are influenced by the behaviour sought out by customers when trialling a product/service. In turn, HelloFresh customers must prepare the meals within their subscription box making this a physical endeavour in which they must pursue to obtain the full experience that HelloFresh offer. If the HelloFresh customer is satisfied by the difficulty level and enjoyment of the preparation process they will repurchase the product.
Reference List:
Bailey, M 2018, ‘HelloFresh delivers first Australian profit, 6 years after launching here’, Financial Review, 23 May, viewed 14 May, <https://www.afr.com/technology/hellofresh-delivers-first-australian-profit-6-years-after-launching-here-20180521-h10czk>
Kim, E 2018, ‘The Future of Integrated Marketing: When Influencer Marketing and Branded Content Collide’, CMS Wire, 8 August, viewed 14 May, <https://www.cmswire.com/digital-marketing/the-future-of-integrated-marketing-when-influencer-marketing-and-branded-content-collide/>
Solomon, R, Russell-Bennett, R & Previte, J 2019, ‘Consumer behaviour: buying, having, being’, 4th edn, Pearson Australia, VIC.