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Individual employee service behaviors - PowerPoint PPT Presentation

Consumer Behaviour in Services

Consumer Behaviour in Services . CONSUMER PROBLEM. TIME DEFICIENCY REASONS: dual career couples, single parent families IT LEADS TO: demand for different services. SEARCH, EXPERIENCE & CREDENCE PROPERTIES. SEARCH QUALITIES: attributes that a consumer can determine before the purchase

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488 views • 31 slides

Chapter 5 --- Understanding Customer Expectations and Perceptions Through Marketing Research

Chapter 5 --- Understanding Customer Expectations and Perceptions Through Marketing Research. Donna J. Hill, Ph.D. Fall 2000. Provider GAP 1. CUSTOMER. Expected Service. GAP 1. Company Perceptions of Consumer Expectations. COMPANY. Part 2 Opener. Common Research Objectives for Services .

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1.02k views • 14 slides

Part 3

Part 3. UNDERSTANDING CUSTOMER REQUIREMENTS. Provider Gap 1. CUSTOMER. Expected Service. Listening Gap . COMPANY. Company Perceptions of Consumer Expectations. Part 3 Opener. Common Research Objectives for Services . To discover customer requirements or expectations for service.

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279 views • 10 slides

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Individual employee service behaviors - PowerPoint PPT Presentation

Consumer Behaviour in Services

Chapter 5 --- Understanding Customer Expectations and Perceptions Through Marketing Research

Part 3