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Marketing Service Organisations

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Consumer Behaviour in Services

Consumer Behaviour in Services. Chapter 2. Discussion Question, page 62. Explain why services tend to be harder for customers to evaluate than goods. . Continuum of Evaluation for Different Types of Products. Figure 3.3. Clothing Jewelry Furniture Houses Automobiles Restaurant meals

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The Purchase Process For Services

The Purchase Process For Services. Dr. Donna J. Hill Mtg. 410 Fall 2000. Gaps Model of Service Quality. Expected Service. CUSTOMER. Customer Gap. Perceived Service. External Communications to Customers. Service Delivery. COMPANY. GAP 4. GAP 1. GAP 3.

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Consumer Behaviour in Services

Consumer Behaviour in Services. Chapter 3. The Customer Gap. Expected service. Customer Gap. Perceived service. Consumer Evaluation of Services. Framework for distinguishing products and services: Search Qualities Attributes that can be determined before purchase or consumption

224 views • 8 slides