2. Pre Purchase
• Awareness of Need
• Information Search
• Evaluation of Alternatives
• Purchase Decision
Service Encounter
• Face to Face Encounter
• Telephonic Encounter
• Remote Encounter
Post Encounter Stage
• Evaluation of Service performance
• Future Intentions
Three Stage Model
3. Consumer Decision making
Process
Need recognition
Information Search
Evaluation of Alter natives
Service Purchase
Post Purchase Evaluation
9. Consumer Experience
Services as process
Service as drama
Services Roles and Scripts
Compatibility of service customers
Customer Co-production
Emotion and Mood
10. Post Encounter Stage
Evaluation of Service (Negative or
Positive)
◦ Word of Mouth Communication
◦ Attribute of Dissatisfaction
Future Intentions
◦ To continue or search for a better
alternative