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Prepurchase Stage
Awareness of need
Information search
Evaluation of alternative service suppliers
Service Encounter Stage
Request service from chosen supplier
Service delivery
Postpurchase Stage
Evaluation of service performance
Future intentions
Perceived Risks in
Purchasing and Using Services (Table 2.1)
Functional unsatisfactory performance outcomes
Financial monetary loss, unexpected extra costs
Temporal wasted time, delays lead to problems
Physical personal injury, damage to possessions
Psychological fears and negative emotions
Social how others may think and react
Sensory unwanted impacts to any of five senses
Factors that Influence
Customer Expectations of Services (Fig. 2.4)
Components of Customer Expectations
Desired Service Level: wished-for level of service quality that customer believes can and should
be delivered
Adequate Service Level: minimum acceptable level of service
Predicted Service Level: service level that customer believes firm will actually deliver
Zone of Tolerance: range within which customers are willing to accept variations in service
delivery
Intangible Attributes, Variability, and Quality Control Problems Make Services Hard to Evaluate
Search attributes Tangible characteristics that allow customers to evaluate a product before
purchase
Experience attributes Characteristics that can be experienced when actually using the service
Credence attributes Characteristics that are difficult to evaluate confidently even after
consumption
Goods tend to be higher in search attributes, services tend to be higher in experience and
credence attributes
Credence attributes force customers to trust that desired benefits have been delivered
How Product Attributes Affect
Ease of Evaluation) (Fig. 2.5)