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  • Consumer Behavior Stages: Pre-Purchase & Service Encounter

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    Aris Cahyo Purnomo
    10 views2 pages
    The document discusses consumer behavior in the pre-purchase and service encounter stages. In the pre-purchase stage, consumers progress through need awareness, information search, evaluation of alternatives, and deciding on a service purchase. Key concepts in this stage include need arousal, information sources, perceived risk, and attributes. In the service encounter stage, consumers request service, interact with personnel, and receive service. Key concepts here include theoretical approaches, frontline employees, consumer interactions, service environment, and the role of other consumers.

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    Economics

    Original Title

    Three stages consumer buying

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    The document discusses consumer behavior in the pre-purchase and service encounter stages. In the pre-purchase stage, consumers progress through need awareness, information search, evaluation of alternatives, and deciding on a service purchase. Key concepts in this stage include need arousal, information sources, perceived risk, and attributes. In the service encounter stage, consumers request service, interact with personnel, and receive service. Key concepts here include theoretical approaches, frontline employees, consumer interactions, service environment, and the role of other consumers.

    Copyright:

    Attribution Non-Commercial (BY-NC)
    Download as DOCX, PDF, TXT or read online from Scribd
    Flag for inappropriate content
    10 views2 pages

    Consumer Behavior Stages: Pre-Purchase & Service Encounter

    Uploaded by

    Aris Cahyo Purnomo
    The document discusses consumer behavior in the pre-purchase and service encounter stages. In the pre-purchase stage, consumers progress through need awareness, information search, evaluation of alternatives, and deciding on a service purchase. Key concepts in this stage include need arousal, information sources, perceived risk, and attributes. In the service encounter stage, consumers request service, interact with personnel, and receive service. Key concepts here include theoretical approaches, frontline employees, consumer interactions, service environment, and the role of other consumers.

    Copyright:

    Attribution Non-Commercial (BY-NC)
    Download as DOCX, PDF, TXT or read online from Scribd
    Flag for inappropriate content
    of 2

    PRE PURCHASE STAGE

    Consumer Behaviour
    PE Need Awareness Information Search Evaluation of alternatives Make Decission on Service Purchase

    Key Consepts
    Need Arousal Information Sources Perceived Risk Multi-Atribute Model Search Experience and Credence Attributes

    SERVICE ENCOUNTER STAGE Consumer Behaviour


    Request service from chosesn supplier or initiation of self-service Interactive with service personnel Service delivery by personnel or self-service

    Key Consepts
    Theoritical Approach o Moment of Truth o Role Theory o Script Theory o The Servuction Model o The Service scape/ Environtmental Perspective Frontline EmployeesConsumer Interactions The Service Environtment The Role of Other Consumers Low-Contact Service Encounter

    NBNN

    PRE PURCHASE STAGE Consumer Behaviour Need Awareness Information Search Evaluation of alternatives Make Decission on Service Purchase Key Consepts Need Arousal
    PE

    Information Sources Perceived Risk Multi-Atribute Model Search Experience and Credence Attributes

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