Consumer Service and Satisfaction
Consumer Service and Satisfaction CONSCI 310
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This 2 page Study Guide was uploaded by Trenton O'Kon on Monday September 21, 2015. The Study Guide belongs to CONSCI 310 at Ohio State University taught by Jay Kandampully in Fall. Since its upload, it has received 73 views. For similar materials see /class/209948/consci-310-ohio-state-university in Consumer Education at Ohio State University.
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Date Created: 09/21/15
Con Sc ience 310 Test 1 Review The majority of US services are put into housing Income increases spending behavior changes 0 Spent on food decreases relative Spent on housing and household operations remains about the same Spent on other purchases education healthcare entertainment recreational and transportation Increases rapidly Services demand goes up it effects 0 Social habits working habits and interaction habits 0 Communication Knowledge Networks When economic growth goes up so does consumption When customer demand goes up so does competition When service providers go up so does similarity due to no patency and ease to copy We have changed from quantity demand towards quality demand Most good tangible Product Most services intangible Experience Components of a firms offer 0 Services Activities Benefits and Interactions 0 Services Bundles or Packages packages are put into bundles Service Molecule From a customer s perspective services are bundles of tangible and intangible aspects ofa promised expectation There is a Core and peripherals of a firms offer Primary needs are related to the core and secondary needs are related to the peripherals Top companies consistently produce new top peripherals A firms Concepts relates one thing to another 0 O 0 Goals 0 Mission 0 Direction 0 Vision A firms process done in a process 0 quotWhat is Done Including tools and techniques A firms system all interrelated 0 Management systems 0 Information systems 0 Organizational structure Designing a Service 0 5erv139ce concept Vision of a firm s customer focus service orientation and the resulting market position 5erv139ce strategy Distinctive formula for delivering the above service vision 0 5erv139ce process stepbystep outline of how the service is delivered Many firms gain an advantage through a unique service concept Many companies have also succeeded through creating a business model that is based around the customer Unique Characteristics of services 0
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