MODEL OF SERVICE CONSUMPTION

Which of the following is the Three Model of Service consumption?

• Pre-purchase

• Post-encounter

• Service encounter

• During encounter

Which of the following is the first step of the consumer decision making process?

• Evaluation of alternatives

• Information Searching

• Needs Recognition

• Purchase decision

After gathering information, consumers ________ the available alternatives.

A period of time during which a customer interacts directly with the service provider.

Service can be delivered through electronic and machices.

....is a tool for simultaneously depicting the service process, the points of customer contact and the evidence of service from the customer's point of view.

• Front end planning

• Service blueprinting

• Service standardization

• None of the above

People processing in service refers to the interaction between customers and service providers in a service encounter.

Information processing in service involves the collection, storage, and analysis of data to make informed decisions and enhance service delivery.

What is a customer expectation?

• Expect the core service to meet their needs for quality

• To be nice to meet the customer

• Look smart during encounter.

• Non from the above

In the ________ stage the customer evaluates the service performance (satisfaction or not satisfaction) they have experienced and compared it with their prior expectation.