There are three key terms in marketing:
(I) Consumer - anyone who can consume goods/services
(II) Buyer - humans who purchase goods/services
(III) Customer - a buyer who repeatedly purchases from one seller
A consumer's behavior is influenced by cultural, social, personal, and psychological factors. Their purchase decision process involves identifying needs, searching for information, evaluating alternatives, purchasing, and post-purchase evaluation.
The purpose of this presentation is to obtain a better understanding of the extent to which service quality is delivered within the service sector service by drawing on front-line employees (FLE) and customer perceptions of service quality. The PPT shown how closely customer expectations of service and FLE perceptions of customer expectations match. SERVQUAL is used to measure service quality amongst FLE and customers in a major service sector department.
The purpose of this presentation is to obtain a better understanding of the extent to which service quality is delivered within the service sector service by drawing on front-line employees (FLE) and customer perceptions of service quality. The PPT shown how closely customer expectations of service and FLE perceptions of customer expectations match. SERVQUAL is used to measure service quality amongst FLE and customers in a major service sector department.
Consumer Behavior in a Services ContextSurya Reddy
Overview of Consumer Behavior in a service context:
Consumer Decision Making: The Three-Stage Model
Pre-purchase Stage
Service Encounter Stage
Post-purchase Stage
Service Marketing/ Growth/ characteristics/classification/service marketing m...viveksangwan007
Punjab Technical University- Scheme and Syllabus of Masters of Business Administration (MBA) Batch 2012 onwards, course code MBA 906 -Service Marketiing
Repeat customers are vital in any business.Customer retention is extremely crucial.This presentation shares with us the positive impact of service recovery
Significance of Service quality is very important for the success of a service company :
1. To win credibility & get repeat customers : If a company offers quality service consistently, It enjoys repeat business, i.e., customers visit it repeatedly. They may even refer it to their friends & relatives and provide positive word-of-mouth publicity to the quality service offered by the company.
2. To charge premium price : When a company offers superior quality service, compared to its competitors, customers who value quality will always prefer this company to other players in the market. So, the company will be in a position to charge a premium price from customers.
According to Berry & A Parasuraman, service quality is determined by customers using various criteria like credibility, security, access, communications, tangibles, responsiveness, reliability, competence, courtesy, tangibles, understanding, etc. Gronoos also suggested another list of criteria as professionalism & skills, attitude & behaviour, accessibility & flexibility, reliability & trustworthiness, reputation & credibility, and recovery. Since some of these factors are similar or overlapping, the authors have consolidated these into five distinct dimensions,
These dimensions represent how consumers organise information about service quality in their minds. These five dimensions were found relevant for banking, insurance, appliances repair, & maintenance, securities brokerage, long distance tele-service, auto repair service, & others. The dimensions are also applicable to retail & business services. This can be logically extended to internal services as well.
Consumer Behavior in a Services ContextSurya Reddy
Overview of Consumer Behavior in a service context:
Consumer Decision Making: The Three-Stage Model
Pre-purchase Stage
Service Encounter Stage
Post-purchase Stage
Service Marketing/ Growth/ characteristics/classification/service marketing m...viveksangwan007
Punjab Technical University- Scheme and Syllabus of Masters of Business Administration (MBA) Batch 2012 onwards, course code MBA 906 -Service Marketiing
Repeat customers are vital in any business.Customer retention is extremely crucial.This presentation shares with us the positive impact of service recovery
Significance of Service quality is very important for the success of a service company :
1. To win credibility & get repeat customers : If a company offers quality service consistently, It enjoys repeat business, i.e., customers visit it repeatedly. They may even refer it to their friends & relatives and provide positive word-of-mouth publicity to the quality service offered by the company.
2. To charge premium price : When a company offers superior quality service, compared to its competitors, customers who value quality will always prefer this company to other players in the market. So, the company will be in a position to charge a premium price from customers.
According to Berry & A Parasuraman, service quality is determined by customers using various criteria like credibility, security, access, communications, tangibles, responsiveness, reliability, competence, courtesy, tangibles, understanding, etc. Gronoos also suggested another list of criteria as professionalism & skills, attitude & behaviour, accessibility & flexibility, reliability & trustworthiness, reputation & credibility, and recovery. Since some of these factors are similar or overlapping, the authors have consolidated these into five distinct dimensions,
These dimensions represent how consumers organise information about service quality in their minds. These five dimensions were found relevant for banking, insurance, appliances repair, & maintenance, securities brokerage, long distance tele-service, auto repair service, & others. The dimensions are also applicable to retail & business services. This can be logically extended to internal services as well.
Meaning and nature of buyer behavior, differences between consumer buying and organizational buying in terms of characteristics and process, Strategic use of consumer behavior knowledge in marketing and public policy decisions. Modern Consumerism and the global consumer movement
Read| The latest issue of The Challenger is here! We are thrilled to announce that our school paper has qualified for the NATIONAL SCHOOLS PRESS CONFERENCE (NSPC) 2024. Thank you for your unwavering support and trust. Dive into the stories that made us stand out!
Macroeconomics- Movie Location
This will be used as part of your Personal Professional Portfolio once graded.
Objective:
Prepare a presentation or a paper using research, basic comparative analysis, data organization and application of economic information. You will make an informed assessment of an economic climate outside of the United States to accomplish an entertainment industry objective.
2024.06.01 Introducing a competency framework for languag learning materials ...Sandy Millin
http://sandymillin.wordpress.com/iateflwebinar2024
Published classroom materials form the basis of syllabuses, drive teacher professional development, and have a potentially huge influence on learners, teachers and education systems. All teachers also create their own materials, whether a few sentences on a blackboard, a highly-structured fully-realised online course, or anything in between. Despite this, the knowledge and skills needed to create effective language learning materials are rarely part of teacher training, and are mostly learnt by trial and error.
Knowledge and skills frameworks, generally called competency frameworks, for ELT teachers, trainers and managers have existed for a few years now. However, until I created one for my MA dissertation, there wasn’t one drawing together what we need to know and do to be able to effectively produce language learning materials.
This webinar will introduce you to my framework, highlighting the key competencies I identified from my research. It will also show how anybody involved in language teaching (any language, not just English!), teacher training, managing schools or developing language learning materials can benefit from using the framework.
Honest Reviews of Tim Han LMA Course Program.pptxtimhan337
Personal development courses are widely available today, with each one promising life-changing outcomes. Tim Han’s Life Mastery Achievers (LMA) Course has drawn a lot of interest. In addition to offering my frank assessment of Success Insider’s LMA Course, this piece examines the course’s effects via a variety of Tim Han LMA course reviews and Success Insider comments.
How to Make a Field invisible in Odoo 17Celine George
It is possible to hide or invisible some fields in odoo. Commonly using “invisible” attribute in the field definition to invisible the fields. This slide will show how to make a field invisible in odoo 17.
Embracing GenAI - A Strategic ImperativePeter Windle
Artificial Intelligence (AI) technologies such as Generative AI, Image Generators and Large Language Models have had a dramatic impact on teaching, learning and assessment over the past 18 months. The most immediate threat AI posed was to Academic Integrity with Higher Education Institutes (HEIs) focusing their efforts on combating the use of GenAI in assessment. Guidelines were developed for staff and students, policies put in place too. Innovative educators have forged paths in the use of Generative AI for teaching, learning and assessments leading to pockets of transformation springing up across HEIs, often with little or no top-down guidance, support or direction.
This Gasta posits a strategic approach to integrating AI into HEIs to prepare staff, students and the curriculum for an evolving world and workplace. We will highlight the advantages of working with these technologies beyond the realm of teaching, learning and assessment by considering prompt engineering skills, industry impact, curriculum changes, and the need for staff upskilling. In contrast, not engaging strategically with Generative AI poses risks, including falling behind peers, missed opportunities and failing to ensure our graduates remain employable. The rapid evolution of AI technologies necessitates a proactive and strategic approach if we are to remain relevant.
The French Revolution, which began in 1789, was a period of radical social and political upheaval in France. It marked the decline of absolute monarchies, the rise of secular and democratic republics, and the eventual rise of Napoleon Bonaparte. This revolutionary period is crucial in understanding the transition from feudalism to modernity in Europe.
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Home assignment II on Spectroscopy 2024 Answers.pdf
4. service consumer behavior
1.
2. There are three important terms in marketing that are
commonly used as interchangeable terms.
(I) Consumer
(II) Buyer
(III) Customer
3. Consumer
The term consumer represents human beings, animals
birds trees and all those who have a capacity to
consume.
4. Buyer
Buyers are those who buy goods or services. All buyers
are human beings. Buyers also represent those
consumers who can’t become buyers on their own.
Therefore all consumers are not buyers and all buyers
need not to be consumers.
5. Customer
The term customer finds meaning from the point of
view of seller. We can find a customer for a company,
shop, brand, product, class and so on. If a buyer
repeatedly purchases products of one company he is
called customer of company. Similarly if he buys from
same shop, he is customer of shop.
6. Factors influencing consumer
behavior
The behavior of consumer is influenced broadly by
three important factors. They are:
(I) Cultural and social factors
(II) Personal and physical factors
(III) Psychological factors
7. Cultural and social factors
Cultural factors have deepest influence on the
behavior of human beings. Culture is acquired. There
are three sources of cultural learning . Parents,
grandparents, elders and other members of a family
teach and train a child how to behave. This is called
formal learning.
The child observes in society the behavior of others
with whom he interacts and tries to intimate their
behavior. This is called informal learning.
8. The third is technical learning where the child learns
many things in educational institutions and the
environment, developing analytical abilities.
9. Another important dimension of culture is social
class- social classes are relatively homogenous and
follow a hierarchical order. The most popular variable
that decides the hierarchy of social class is income.
However other variable such as occupation, education
and place of residence can also be used, either
separately or in combination, to decide social
hierarchy.
10. Based on income a society can be divided into nine groups
(I) Upper upper class
(II) Middle Upper class
(III) lower Upper class
(IV) Upper middle class
(V) Middle Middle class
(VI) Lower middle class
(VII)Upper lower class
(VIII)Middle lower class
(IX) Lower lower class
11. The major social groups that influence consumer
behavior are family and reference groups.
Family: A family is very close social group, within
which individuals interact regularly. Members of
family share values, habits, life styles and so on.
Relationship within family are mutually inspiring,
influencing the managing of the life pattern of each
and every individual.
12. Reference groups: A reference group is any person or
group that serves as a point of comparison for an
individual while forming either general or specific
values, attitudes or a specific guide of behavior.
Consumers are generally influenced by primary group,
secondary group, aspirational groups, associative
groups and disassociative groups.
13. Primary group: It consists of family, relatives, friends,
neighbors and co-workers.
Secondary group: It consists of people connected with
religion, regional and professional.
Aspirational group: It consists of those persons with whom
an individual develops an interest to join. Individuals try to
associate themselves formally with some groups, with
whom opinions and attitudes can be shared.
Disassociative groups: It consists of those persons whose
behavior is against the value system and life styles of an
individual.
14. Personal and physical factors
Education
Occupation
Status
Economic position
Personality and self concept
Life style
Age
Sex
Health
Height and weight
beauty
16. How do customers develop
expectations
Level of service performance Customer response
Exceeding maximum expected level Highly satisfied or delighted
Maximum service level Satisfied
Adequate service level Indifferent
Minimum service level Dissatisfied
Below minimum level Highly dissatisfied
17. Maximum service level
Zone of tolerance
Minimum service level
18. Maximum service level is blend of what the customer
believes ‘can be and should be’. For example if you take
the services of your college placement cell, your
expectations in all likelihood would be a right job in
right location for the right salary.
However you are aware of the constraints in obtaining
jobs – the vacancy position in various companies, the
competition and the changing expectations of market.
Due to this reason you may hold a lower level of
expectation for the acceptance of the service. This
lower expectation is called minimum service level.
19. The zone of tolerance is the extent to which customers
recognize or are willing to accept the variation
between the two levels of expectations, that is the
maximum level and the minimum level. If the
performance of the service is below the minimum level
the customer will be frustrated and highly dissatisfied.
20. Consumer purchase decision
process
Problem Evaluation of
identification service Post purchase
and definition alternatives evaluation
Information Service
search purchase and
consumption
21. Problem identification
This is the first step in the consumer decision making
process. Problem identification represents a perceived
gap between the existing level and the desired level of
customer living. Every gap identified by consumer will
not become a need. The perceived level must cross a
level, called threshold level, to become felt need.
22. Consumers do not react similarly for every felt need .
The reaction of the buyer depends upon the level of
involvement in the problem solving. At least three
types of behaviors can be identified in this respect.
HIPS: High involvement problem solving
LIPS: Low involvement problem solving
ZIPS: Zero involvement problem solving or routinised
response.
23. Information search
Research for information depends upon certain
properties of the market offers. Economists have
identified two categories of properties of consumer
products. They are:
(I) Search qualities: the attributes of the offer can be
determined by the consumer before purchasing a
product. For example, color, style, price, feel and
smell.
(II) Experience qualities: the attributes of the offer can
be known either during consumption or after the
purchase. E.g. taste wearability etc.
24. Later on third category was identified as credence
qualities
Credence qualities: The attributes of the offer that
consumer may find impossible to evaluate even after
the purchase and consumption.
25. Evaluation of service alternatives
Customer evaluate the services of various companies
and then take the decision accordingly.
Service purchase and consumption
Post purchase evaluation