Customer decision model
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Customers go through several stages in their decision-making process before and after purchasing a service. In the pre-purchase stage, customers become aware of needs, search for information from multiple sources, and evaluate service attributes which can be search-based, experience-based, or credence-based. Perceived risk is also evaluated. During the service encounter stage, customers interact with the service through its production, delivery, physical environment, personnel, and other customers. In the post-encounter stage, customers assess their satisfaction based on whether the service met, exceeded, or fell short of their expectations.
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Consumer behavior in services context
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Consumer behavior in services context
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The document discusses recruitment and selection processes. Recruitment involves attracting qualified candidates and can utilize strategies like recruiters, campus recruiting, professional associations, websites, social media, events, and referrals. The selection process refers to choosing candidates with the right qualifications and may involve job analysis, developing criteria, reviewing resumes, interviews, testing, and making an offer. Factors like the budget, market conditions, laws and competition can influence recruitment while selection aims to avoid discrimination and ensure fit with the role and company culture.
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HBO employee orientation.pdf
Introduction to Human Behavior in organization
Recruitment and Selection
Employee benefits
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Matching People & Jobs
The document outlines the employee selection process, including evaluating person-job and person-organization fit through tests and interviews. It discusses maximizing accurate hiring predictions and obtaining reliable and valid information from valid selection tools. The sources of information about candidates include application forms, reference checks, background investigations, and medical exams. Employment tests evaluate knowledge, skills, and abilities, while interviews include structured, situational, and video formats. Selection decisions are made by summarizing applicant data and determining aptitude based on qualifications and organizational needs.
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在线办理(英国UWS毕业证书)西苏格兰大学毕业证学位证一模一样
学校原件一模一样【微信：741003700 】《(英国UWS毕业证书)西苏格兰大学毕业证学位证》【微信：741003700 】学位证，留信认证（真实可查，永久存档）原件一模一样纸张工艺/offer、雅思、外壳等材料/诚信可靠,可直接看成品样本，帮您解决无法毕业带来的各种难题！外壳，原版制作，诚信可靠，可直接看成品样本。行业标杆！精益求精，诚心合作，真诚制作！多年品质 ,按需精细制作，24小时接单,全套进口原装设备。十五年致力于帮助留学生解决难题，包您满意。
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6:个人职称评审加20分
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8:在国家人才网主办的国家网络招聘大会中纳入资料，供国家高端企业选择人才
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Customer decision model
- 1. CUSTOMER DECISION MODEL PRE PURCHASE STAGE
- 2. Pre Purchase Process Need Arousal Evaluation of Alternatives Info Search Purchase decision Service Expectation Evaluation of predicted attributes performance
- 4. Information Search Information search in services is more extensive due to uncertainty and perceived risk. Multiple Sources of information
- 5. Evaluation of Service • Evaluation increase the confidence level of the customer. • Evaluation of service is difficult because of its intangible nature. • Attributes helps the customer to evaluate the service 1.Search Attributes 2.Experience Attributes 3.Credence Attributes
- 7. Experience Attributes • Difficult to evaluate before purchase • Customers can only see the websites and broachers but cannot experience • Can be evaluated by a person having experience
- 10. Perceived Risk (plastic Surgery) • Functional Risk • Financial Risk
- 11. Perceived Risk • Temporal Risk • Physical Risk
- 12. Perceived Risk • Social Risk • Psychological Risk
- 13. Perceived Risk • Sensory Risk
- 14. Strategic Response to managing Risk
- 15. Types of Customer Expectation
- 18. Hi Contact to Low Contact • Opening a bank account - Hi touch - The old method using forms - Low Touch - Federal Bank’s FedBook Selfie
- 19. Servuction System – Service Production & Delivery
- 20. Servicescape
- 22. Support Services
- 23. Other Customers
- 24. Post Encounter Stage • Customer Satisfaction Measure • Positive Disconfirmation • Confirmation • Negative Disconfirmation
- 25. Confirmation
- 28. THANK YOU