This show cover important points from chapters 12 and 13 of the text book. These points are what i think are the most important in these two chapters.

2.  Shopping is any activity the consumer
undertakes while a store setting.
 This could be virtual, physical or pop up.
 Includes examining merchandise, comparing
products, interacting with sales staff or,
asking questions, trying things on and
ultimately not always, making a purchase.

3.  Browsing -looking at merchandise w/o specific purchase
intent
 Bargain Hunting -mainly looking for bargain not
necessarily product or specific purchase intent.
 Socialization -an opportunity for social interactions with
other people
 Market learning -acquiring information about what is
new in the marketplace.
 Recreation –providing sensory experiences; shopping is
therapeutic, a mean to overcome loneliness, boredom,
or depression.

4.  The ultimate purpose of all consumer
behaviors
 One way to satisfy consumers is to improve
your products performance
 The second way is to not raise your
consumer's expectations so high that your
product fail to me them.

5.  A proposed model of service that customers
judge service quality as five dimensions

6.  Reliability -the service is performed promptly and on
time.
 Responsiveness -being responsive to customer
problems and resolve directly.
 Assurance -the company instilling its confidence in you.
 Empathy -service employees empathizing,
understanding and respecting consumers
 Tangibles –the appearance of the company(facilities,
vehicles ,employees ,uniforms ,and etc.)