3557130
Mind Map by Roger Cardenas, updated more than 1 year ago
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Created by Roger Cardenas
over 5 years ago
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Description
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
