Flashcards
Lecture 2
Cards in this deck (7)
- 1The three-stage model for servicesPre-Purchase stage
Service encounter
Post-purchase stage (post-purchase behavior) - 2Pre-purchase stage includesneed recognition
information search
evaluation of alternatives
Purchase decision - 3What are the perceived risks?financial risks,performance risks,physical risks, social risks, psychological risks
- 4What is the difference between needs and wants?Needs means shortages, which arise from a deficit in the current state;
Wants means desires, which arise from an ideal state not yet achieved. - 5Information search includes?External search and internal search
- 6What are perceived risks include?Financial risks, performance risks, physical risks, social risks, psychological risks
- 7Human resources for services include:hire the right people, develop people. provide support systems, retain the best people
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- Service Marketing Flashcards on Lecture 2, created by Rolex ip on 20/04/2018.
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- Rolex ip
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