Professional Documents
Culture Documents
Consumer Behavior Services Context
Consumer Behavior Services Context
Chapter 2:
Consumer Behavior
in a Services Context
Slide © 2011 by Lovelock & Wirtz Services Marketing 7/e Chapter 2 – Page 1
Overview Of Chapter 2
Services Marketing
Post-encounter Stage
Slide © 2011 by Lovelock & Wirtz Services Marketing 7/e Chapter 2 – Page 2
Services Marketing
Pre-purchase Stage
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Pre-purchase Stage - Overview
Services Marketing
Slide © 2011 by Lovelock & Wirtz Services Marketing 7/e Chapter 2 – Page 4
Need Arousal
Services Marketing
Triggers of need:
➔ Unconscious minds (e.g., personal identity and aspirations)
➔ Physical conditions (e.g., hunger )
➔ External sources (e.g., a service firm’s marketing activities)
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Information Search
Services Marketing
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Evaluating Alternatives –
Service Attributes
Services Marketing
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How Product Attributes Affect
Ease of Evaluation
Services Marketing
Most Goods Most Services
Easy Difficult
To Evaluate To evaluate
Source: Adapted from Valarie A. Zeithaml , “How Consumer Evaluation Processes Differ Between Goods & Services,” in J.H. Donelly and W. R. George, Marketing of
Services (Chicago: American Marketing Association, 1981)
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Perceived Risks of Purchasing and
Using Services
Services Marketing
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How Might Consumers Handle
Perceived Risk?
Services Marketing
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Strategic Responses to Managing
Customer Perceptions of Risk
Services Marketing
Use evidence
Encourage visit
management Offer
to service
(e.g., furnishing, guarantees
facilities
equipment etc.)
Give customers
online access
about order
status
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Understanding Customers’
Service Expectations
Services Marketing
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Factors Influencing Customer
Expectations of Service
Services Marketing
Source: Adapted from Valarie A. Zeithaml, Leonard A. Berry, and A. Parasuraman, “The Nature and Determinants of Customer Expectations of
Service,” Journal of the Academy of Marketing Science 21, no. 1 (1993): 1-12
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Components of Customer
Expectations
Services Marketing
Zone of Tolerance
• Acceptable range of variations in service delivery
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Purchase Decision
Services Marketing
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Services Marketing
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Service Encounter Stage - Overview
Services Marketing
➔ Service facilities
➔ Personnel
Slide © 2011 by Lovelock & Wirtz Services Marketing 7/e Chapter 2 – Page 17
Service Encounter Stage
Services Marketing
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Moments of Truth
Services Marketing
Richard Normann
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Service Encounters Range from
High-Contact to Low-Contact
Services Marketing
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Distinctions between High-Contact
and Low-Contact Services
Services Marketing
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The Servuction System
Services Marketing
Source: Adapted and expanded from an original concept by Eric Langeard and Pierre Eiglier
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The Servuction System:
Service Production and Delivery
Services Marketing
Service Operations
➔ Technical core where inputs are processed and service elements
created
➔ Contact people
➔ Inanimate environment
Service Delivery
➔ Where “final assembly” of service elements takes place and service
is delivered
➔ Includes customer interactions with operations and other customers
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Theater as a Metaphor for
Service Delivery
Services Marketing
William Shakespeare
As You Like It
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Theatrical Metaphor:
an Integrative Perspective
Services Marketing
Good metaphor as service delivery is a series of events that
customers experience as a performance
Roles Scripts
• Like actors, employees • Specifies the sequences
have roles to play and of behavior for customers
behave in specific ways and employees
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Implications of Customer
Participation in Service Delivery
Services Marketing
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Services Marketing
Post-Encounter Stage
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Post-purchase Stage - Overview
Services Marketing
Pre-purchase Stage
● Evaluation of service
performance
Service Encounter
Stage ● Future intentions
Post-encounter Stage
Slide © 2011 by Lovelock & Wirtz Services Marketing 7/e Chapter 2 – Page 28
Customer Satisfaction with
Service Experience
Services Marketing
Slide © 2011 by Lovelock & Wirtz Services Marketing 7/e Chapter 2 – Page 29
Customer Delight:
Going Beyond Satisfaction
Services Marketing
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Customer Delight:
Going Beyond Satisfaction
Services Marketing
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Summary
Services Marketing
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