第2讲服务消费者行为.pdfVIP

Services Marketing 工商管理学院 张毓峰 2.CUSTOMER BEHAVIOR IN SERVICES  Services:Search versus Experience versus Credence Properties?  Services:Categories in the Decision- making Process --Information Search --Evaluation of Alternatives --Purchase and Consumption --Post-purchase Evaluation 2003.2 Services:Search versus Experience versus Credence Properties(Qualities)?  Search quality: attributes that a consumer can determine before pur