Consumer Decision Making
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Questions and Answers

Which of the following is an example of a search quality?

  • The durability of a phone
  • The taste of a beverage
  • The reliability of a car
  • The color of a shirt (correct)

Which of the following is an example of an experience quality?

  • The freshness of a food item
  • The size of a TV
  • The price of a ticket
  • The ease of use of a software (correct)

Which of the following is an example of a credence quality?

  • The taste of a dish
  • The comfort of a mattress
  • The effectiveness of a medicine (correct)
  • The safety of a car

Which of the following is NOT one of the dimensions of service quality?

<p>Reliability (C)</p> Signup and view all the answers

What is the ultimate result of customer satisfaction?

<p>Customer loyalty (C)</p> Signup and view all the answers

Flashcards

Search Quality Example

Characteristics of a product or service that are easily evaluated before purchase, such as color.

Experience Quality Example

Characteristics that are evaluated during or after using a product or service, like ease of use.

Credence Quality Example

Features of a product or service that can't be evaluated easily, even after use, like effectiveness of medicine.

Service Quality Dimension

A component like reliability, assurance, or empathy that impacts how much a customer values service.

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Customer Loyalty Result

Positive outcome of satisfying customer expectations.

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