Assignment of Ignou
7.Explain the difference between search, experience and credence qualities giving suitable examples. Discuss their implications for services marketers.
SEARCH
-is the activity of looking thoroughly in order to find something or someone try to locate or discover, or try to establish the existence of;
In the marketing concept, we conduct consumer research
-to determine consumer needs / wants.
-then to try to satisfy the consumer with a product or service.
-then create a sense of satisfaction for the consumers.
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EXPERIENCE
- means go or live through;
- have firsthand knowledge of states, situations, emotions, or sensations;
- the accumulation of knowledge or skill that results from direct participation in events or activities;
Experience as a general concept comprises knowledge of or skill in or observation of some thing or some event gained through involvement in or exposure to that thing or event. The word experience aligns it closely with the concept of experiment.
Active participation in events or activities, leading to the accumulation of knowledge or skill: a lesson taught by experience; a carpenter with experience in roof repair.
IN SERVICE MARKETING, EXPERIENCE PLAYS A SIGNIFICANT
PART IN CREATING CUSTOMER SATISFACTION AND REPEAT SALES.
Dimensions of Service Quality:
There are various aspects that a customer expects from different services.
1. Reliability: This refers to the ability of the company to perform the promised service dependably and accurately. Reliability is probably the single most important dimension of quality. Customers expect that companies will do what they say and they will do when they say they will do it.
2. Tangibles: This refers to the appearance of the physical facilities, equipment, personnel, and communication materials. As services are intangible, the tangibles give an impression to the customers about the quality of
SEARCH
-is the activity of looking thoroughly in order to find something or someone try to locate or discover, or try to establish the existence of;
In the marketing concept, we conduct consumer research
-to determine consumer needs / wants.
-then to try to satisfy the consumer with a product or service.
-then create a sense of satisfaction for the consumers.
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EXPERIENCE
- means go or live through;
- have firsthand knowledge of states, situations, emotions, or sensations;
- the accumulation of knowledge or skill that results from direct participation in events or activities;
Experience as a general concept comprises knowledge of or skill in or observation of some thing or some event gained through involvement in or exposure to that thing or event. The word experience aligns it closely with the concept of experiment.
Active participation in events or activities, leading to the accumulation of knowledge or skill: a lesson taught by experience; a carpenter with experience in roof repair.
IN SERVICE MARKETING, EXPERIENCE PLAYS A SIGNIFICANT
PART IN CREATING CUSTOMER SATISFACTION AND REPEAT SALES.
Dimensions of Service Quality:
There are various aspects that a customer expects from different services.
1. Reliability: This refers to the ability of the company to perform the promised service dependably and accurately. Reliability is probably the single most important dimension of quality. Customers expect that companies will do what they say and they will do when they say they will do it.
2. Tangibles: This refers to the appearance of the physical facilities, equipment, personnel, and communication materials. As services are intangible, the tangibles give an impression to the customers about the quality of