d Flashcards
Service category 1
Services directed at people’s bodies
service category 2
servcies directed at people’s tangible possessions
Service category 3
services directed at people’s mind
service category 4
services directed at peoples intangible possessions
Difference between goods and services 1
Search qualities: Attributes a consumer can determine before purchasing a product
Differences between goods and services2
experience qualities: Attributes that are found out after purchase (vacations, restaurants).
Differences between goods and services 3
Credence qualities: Attributes that may be impossible to evaluate because of insufficient knowledge (brake replacements, medical diagnoses).
Decision making stage1
need recognition
Decision making stage 2
information search
decision making stage 3
evaluation of alternatives
decision making stage 4
purchase
decision making stage 5
consumer experience
decision making stage 6
post purchase evaluation
Source 1 Adequate service expectation
temporary service intensifier
Source 2 adequate service epextations
perceived service alternatives
