BUS 347 Chapter Notes - Chapter 10: Queueing Theory, Peak Experience, Impulse Purchase
10 Oct 2018
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Relationship marketing:based on building strong customer service experiences with loyal customers in ways that foster a continued relationship over time. What is a consumption situation: contextual factors that are not characteristics of the person and product that impact consumption behaviour. Behavioural effects: being depressed or feeling pressed for time. Circumstances: who, what where, when, why these all make up situations and circumstances. Given an example of circumstances: someone shopping at a supermarket. Plans: situations often occur plans, when x occurs then i will do y. Expectations: you expect that if you go to the supermarket they will have bananas; all the knowledge activated in you from your memory. Did you buy that sweater in nordstrom because you wanted it all along. Or was it the nice light, nice sales people, clean layout. An individual"s priorities determine his or her time style. Time poverty: many consumers think they are more pressed for time now that ever before.
