Tag «customer service experience»

How consumer decision making process for Goods Differs from Services!

How consumer decision making process for Goods Differs from Services!

A model of the consumer decision making process for services as opposed to goods is provided (Fig. 3) and discussed in the article.  Consumer decision making for services high in experience and credence properties (as distinct from search properties common to most fast-moving packaged consumer goods) is generally characterized by a higher sense of perceived …