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  • Consumer Behaviour in Services

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    Prakash Ganesan
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    This document discusses factors that influence consumer behavior in services. It covers search qualities versus experience qualities versus credence qualities in products. It then addresses the effects of mood, theatrical aspects of service provision, and other customers on behavior. The document also outlines the consumer buying model of need recognition, information search, evaluation, purchase, and post-purchase evaluation. Finally, it examines the effect of culture on behavior through anti-Americanism, manners/customs, and material culture/retail preferences.

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    This document discusses factors that influence consumer behavior in services. It covers search qualities versus experience qualities versus credence qualities in products. It then addresses the effects of mood, theatrical aspects of service provision, and other customers on behavior. The document also outlines the consumer buying model of need recognition, information search, evaluation, purchase, and post-purchase evaluation. Finally, it examines the effect of culture on behavior through anti-Americanism, manners/customs, and material culture/retail preferences.

    Copyright:

    Attribution Non-Commercial (BY-NC)
    Download as PPT, PDF, TXT or read online from Scribd
    Flag for inappropriate content
    21 views4 pages

    Consumer Behaviour in Services

    Uploaded by

    Prakash Ganesan
    This document discusses factors that influence consumer behavior in services. It covers search qualities versus experience qualities versus credence qualities in products. It then addresses the effects of mood, theatrical aspects of service provision, and other customers on behavior. The document also outlines the consumer buying model of need recognition, information search, evaluation, purchase, and post-purchase evaluation. Finally, it examines the effect of culture on behavior through anti-Americanism, manners/customs, and material culture/retail preferences.

    Copyright:

    Attribution Non-Commercial (BY-NC)
    Download as PPT, PDF, TXT or read online from Scribd
    Flag for inappropriate content
    of 4

    Consumer Behavior in services

     Search Qualities : Car


     Experience qualities : resort
     Credence Qualities : surgery
    Consumer behavior

     Effect of mood
     Service provision and theatre
     Presence of other customers
    Consumer buying model

     Need recognition
     Information search
     Evaluation of alternatives
     Purchase and consumption
     Post purchase evaluation
    Effect of culture

     Anti Americanism
     Manners and customs
     Material culture : retail buying

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