Service Marketing - Chapter 2 : Consumer Behaviour in Services Flashcards
1
Q
What are the 3 qualities evaluated for services ?
A
3 qualities evaluated for services :
- Search qualities (ex: Do you want a luxury room ?)
- Experience qualities (ex: how was the bed ?)
- Credence qualities ( Ex: How safe is the hotel - Fire ?
2
Q
What is the continuum of Evaluation for different types of products ?
A
Most goods : - Clothing
Most services : - Medical diagnosis
3
Q
What are the stages in consumer decision-making :
A
Stages in consumer decision-making :
- Need recognition
- Information search
- Evaluation of alternatives
- Purchase
- Consumer experience
- Post-purchase evaluation
4
Q
What are the basic needs identified by Maslow ?
A
Physiological safety Social Ego Self actualization
5
Q
What are the issues to consider in Examining post-experience evaluation ?
A
- Word-of-mouth communication
- Review sites and social media
