PSM Unit 2 Revision

During which stage of service consumption do customers evaluate the service performance?

• Pre-purchase stage

• Service encounter stage

• Post-encounter stage

• All of the above

Which stage of service consumption involves the customer's need-awareness and evaluation of alternatives?

• Pre-purchase stage

• Service encounter stage

• Post-encounter stage

• None of the above

In which stage of service consumption does the customer actually consume and experience the service?

• Pre-purchase stage

• Service encounter stage

• Post-encounter stage

• All of the above

What is the main focus of the pre-purchase stage?

• Evaluating the service performance

• Initiating and consuming the service

• Evaluating alternatives and making a purchase decision

• None of the above

Which stage of service consumption involves the customer's evaluation of whether the service met their expectations?

• Pre-purchase stage

• Service encounter stage

• Post-encounter stage

• None of the above

What determines future intentions during the post-encounter stage of service consumption?

• Need-awareness

• Information search

• Evaluation of service performance

• All of the above

Which stage of service consumption involves the customer's search for information about different service providers?

• Pre-purchase stage

• Service encounter stage

• Post-encounter stage

• None of the above

What is the main focus of the service encounter stage?

• Evaluating the service performance

• Initiating and consuming the service

• Evaluating alternatives and making a purchase decision

• None of the above

During which stage of service consumption do customers determine if they will recommend the service to others?

• Pre-purchase stage

• Service encounter stage

• Post-encounter stage

• All of the above

Which stage of service consumption involves the customer's actual purchase decision?

• Pre-purchase stage

• Service encounter stage

• Post-encounter stage

• None of the above