Chapter 2 consumer behavior in science Flashcards
1
Q
search qualities
A
attributes that a consumer can determine before purchasing a product
2
Q
experience qualities
A
which can be perceived only after purchase or during consumption
3
Q
credence quality
A
includes the inability of a customer to evaluate the service even after purchase and consumption
4
Q
services as processes
A
include a sequence of steps
5
Q
service provision as drama
A
physical setting compared to theatrical performance
6
Q
service rolls
A
guide and direct behaviour in a setting
7
Q
service script
A
logical sequence of events
7
Q
customer co-production
A
full-participating of the client
