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High contact - PowerPoint PPT Presentation

INTRODUCTION TO HUMAN COMMUNICATION

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Chapter 2: Customer Behavior in Service Encounters

Chapter 2: Customer Behavior in Service Encounters. Prepurchase Stage: Search, evaluation of alternatives, decision. Service Encounter Stage: Role in high-contact vs. low-contact delivery. Post-Encounter Stage : Evaluation against expectations, future intentions.

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High contact - PowerPoint PPT Presentation

INTRODUCTION TO HUMAN COMMUNICATION

Chapter 2: Customer Behavior in Service Encounters