Describe the key drivers of how consumers choose between personal, impersonal, and self-service channels
What will be an ideal response?
Complex and high-perceived risk services, people tend to rely on personal channels. Higher confidence and knowledge about a service and/or the channel are more likely to lead to use of impersonal and self-service channels. Customers who look for the functional aspects of a transaction prefer convenience that also leads to impersonal and service channels. The most convenient channel is also the most likely to be selected.
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A) protect themselves from competition at home B) gain a competitive edge against imports in their home markets C) successfully shield themselves from foreign competition D) risk losing their home markets E) increase their chances of entering other markets
Computer software counterfeiting in an emerging market can have what negative effect?
A) withdrawal of MNEs B) political instability C) lack of transparency D) discourage investment