SERVICES CONSUMER BEHAVIOR

Roger Cardenas
Mind Map by Roger Cardenas, updated more than 1 year ago
Roger Cardenas
Created by Roger Cardenas over 5 years ago
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Tarea 2
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SERVICES CONSUMER BEHAVIOR
1 Consumer Decision Process
1.1 Prepurchase
1.1.1 Problem Awareness
1.1.2 Information Search
1.1.3 Evolution of Alternatives
1.1.4 Stimulus
1.1.5 Considerations
1.1.5.1 Perceived Risk
1.1.5.2 Personal Sources of Information
1.1.5.3 Fewer Alternatives
1.1.5.4 Selfservice
1.2 Consumption
1.2.1 Choice
1.2.2 Consideration
1.3 Postpurchase
1.3.1 Evaluation
1.3.2 Postchoice Models
1.3.2.1 Perceived Control Perspective
1.3.2.2 Script Perspective
2 SERVICE DELIVERY PROCESS
2.1 Stages of Operational Competitiveness
2.1.1 1. Available for Service
2.1.2 2. Journeyman
2.1.3 3. Distinctive Competence Achieval
2.1.4 4. World Class Service Delivery
2.2 Marketing and Operations
2.3 Perfect World
2.3.1 Thompson Model
2.3.2 Focused Factory
2.3.3 Plant-within-a-Plant
2.4 Efficience Models
2.5 Blueprinting

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