Enumeration C2 Flashcards
what are the 3-customer decision making process.
- Pre-purchase stage
- Service Encounter Stage
- Post-Encounter Stage
Pre-Purchase Stage
Need Awareness
Information Search
Evaluation of Alternatives
Information Search (2)
Evoked set
Consideration set
two common decision rules to decide
Linear Compensatory rule
Conjunctive rule
Search attributes example (4)
Color
Material
Size
Price
EVALUATING ALTERNATIVE SERVICE ATTRIBUTES (3)
Search attributes
Experience attributes
Credence Attributes
COMPONENTS OF SERVICE EXPECTATIONS (4)
Desired service
Adequate service
Predicted service
Zone of tolerance
SERVICE ENCOUNTER STAGE
(4)
- Moments of truthThe high- or low-
contact service - Model
- Servuction model
- Theater metaphor
Servuction system (4)
Servuction system shows all the interactions that together make up a typical customer experience in a high-contact service such as
Service environment
Service employees
Other customers who are present during the service encounter.
Servuction is a combination of service and production coined by French researchers Pierre Eiglier and Eric Langeard
SERVUCTION SYSTEM
The servuction system consists of the following:
Technical core
Service delivery system
THEATER AS METAPHOR FOR SERVICE DELIVERY (2)
Service facilities.
personnel
CUSTOMER SATISFACTION mVERSUS SERVICE QUALITY
(3)
Excellent service quality
Customer satisfaction
Service quality
DIMENSIONS TO EVALUATE
SERVICE QUALITY
(5)
Tangibles
Reliability
Responsiveness
Assurance
Empathy
