Describe how the three-stage model of service consumption could explain consumer behavior in a low-contact service like investing
What will be an ideal response?
The three-stage model of service consumption begins with the prepurchase stage where consumers become aware of a need. Also in this stage is information search, where needs are clarified, possibly through surfing the Web and making phone calls. In the case of an investing service this might involve reading the Web site information for various Web sites like eTrades or Schwab. Evaluating alternatives is also in this stage. In the investment scenario this might involve more Web site analysis, phone calls and e-mail with account representatives. The second stage is the service encounter stage. Here, service is requested from the supplier, in this case via e-mail or Web site transaction. The final stage is the post-encounter stage. Here the investor determines how well the firm performed over a period of time and makes a determination about future transactions with the firm.
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Which of the following is NOT a part of a PERT chart?
a. optimistic time b. pessimistic time c. time expected d. most probable time e. none of the above
One of the following actions, taken in relation to advertising the sale of real property, is considered prima facie evidence by the Real Estate Commissioner in California as being misleading or deceptive advertising. Which one is so regarded:
A: The inadvertent misspelling of a broker's name in a newspaper; B: Implying a specific yield on a note which is different from the interest specified in such note; C: Advertising without disclosing the purchase price; D: A misleading map directing prospective purchasers to the site of a property for sale.