Benefit salience and consumers' selective attention to product features

Although attention is a key construct in models of marketing communication and consumer choice, its selective nature has rarely been examined in common time-pressured conditions. We focus on the role of benefit salience, that is, the readiness with which particular benefits are brought to mind by consumers in relation to a given product category. Study I demonstrated that when product feature information was presented rapidly, individuals for whom the benefit of personalised customer service had high habitual salience displayed selective attention as evidenced by elevated recall and recognition of a target feature (a bank's ''friendly employees''). Also, as expected, individual differences in habitual benefit salience affected judgements of the target product. Study 2 showed that when subjects were additionally informed about a specific product usage situation, selective attention was primarily influenced by the relevance of the target feature to benefits made salient by the usage situation; individual differences played a less important role. Discussion emphasises theoretical aspects of the findings as well as managerial implications with respect to person-situation approaches to benefit segmentation. (C) 1997 Elsevier Science B.V.