This document summarizes key concepts from Chapter 2 of the textbook "Services Marketing". It discusses a framework for understanding customer behavior in service encounters using a three-stage model of the service consumption process: pre-purchase, service encounter, and post-encounter stages. In the pre-purchase stage, customers seek solutions to needs, evaluate service options, and consider risks. The service encounter stage examines customer participation and interactions during service delivery. In the post-encounter stage, customers evaluate service quality, experience satisfaction or dissatisfaction, and determine future intentions toward the service provider. The document also outlines different categories of services and their implications for customer behavior.