Chapter 2 consumer behavior in science Flashcards

1
Q

search qualities

A

attributes that a consumer can determine before purchasing a product

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2
Q

experience qualities

A

which can be perceived only after purchase or during consumption

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3
Q

credence quality

A

includes the inability of a customer to evaluate the service even after purchase and consumption

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4
Q

services as processes

A

include a sequence of steps

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5
Q

service provision as drama

A

physical setting compared to theatrical performance

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6
Q

service rolls

A

guide and direct behaviour in a setting

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7
Q

service script

A

logical sequence of events

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7
Q

customer co-production

A

full-participating of the client

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