O'Reilly logo
  • Sylvana Shamoun thinks this is interesting:

1. Explain the three-stage model of service consumption.


Cover of Essentials of Services Marketing, Second Edition


Pre-purchase stage ( decision making process)begins with need awareness (Need awareness, info search, evaluation of alternatives, purchase decision) Service encounter stage- when customer interacts directly with service firm Post purchase stage- Customers evaluate the service performance they have experienced