SERVICES CONSUMER BEHAVIOR

SERVICES CONSUMER BEHAVIOR

1. Consumer Decision Process

   • Prepurchase
     • Problem Awareness
     • Information Search
     • Evolution of Alternatives
     • Stimulus
     • Considerations
       • Perceived Risk
       • Personal Sources of Information
       • Fewer Alternatives
       • Selfservice
   • Consumption
     • Choice
     • Consideration
   • Postpurchase
     • Evaluation
     • Postchoice Models
       • Perceived Control Perspective
       • Script Perspective

2. SERVICE DELIVERY PROCESS

   • Stages of Operational Competitiveness
     • 1. Available for Service
     • 2. Journeyman
     • 3. Distinctive Competence Achieval
     • 4. World Class Service Delivery
   • Marketing and Operations
   • Perfect World
     • Thompson Model
     • Focused Factory
     • Plant-within-a-Plant
   • Efficience Models
   • Blueprinting

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