Consumer behavior in services zeithaml ppt

Consumer behaviour in services 1. 1. Consumer Behavior in Services. 2. Overview • How consumers seek, choose, purchase, experience and evaluate services • Two most important influences- consumers life stage and the generation in which he/she was born • Diff generations of consumers have personalities shaped by events, history and people drive their needs for …

MBA 901 Consumer Behavior in Services 2. 3. MBA 901 Consumer Behavior • The behavior that consumers display in –Searching –Purchasing –Using –Evaluating –Disposing Of products and services that they expect will satisfy their needs. 4. MBA 901 Decision in a …

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24 CONSUMER BEHAVIOR IN SERVICES B. BRAND LOYALTY • Brand switching is less frequent in services than goods • When you change brands • Risk, uncertainty • Costs may be associated • It is higher in services Example Changing your Family doctor • If you choose a new cardiologist • Insist on new tests • New medical reports Switching …

People Also Ask consumer behavior in services zeithaml ppt

What is the nature of customer exposure to service provider?

• The customers exposure to service provider takes a physical and tangible nature. • When customers visit the facility where service is being delivered , they enter a “service” factory. Eg hotel- is a lodging factory, hospital is a health treatment factory.

What are the factors that drive Customer sensitivity to service?

• Lasting service intensifiers: individual, stable factors which lead the customer to a heightened sensitivity to service- one most imp factors is “derived service expectation”- occur when customer expectation is driven by another person or group.

What do consumers really want in a service?

• Safety and security needs: incl shelter, protection and security. Consumers seek to provide for their own and their loved ones shelter, safety and security through many types of services.

What are the different types of needs of the consumer?

• Physiological needs: Biological needs such as food, water and sleep. Recognition of needs is fairly easy. • Safety and security needs: incl shelter, protection and security. Consumers seek to provide for their own and their loved ones shelter, safety and security through many types of services.

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Consumer Behavior in the Services Context Video Answer

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