Class Notes (834,986)
Canada (508,846)
RMG 303 (25)
Lecture

Service Encounters

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Department
Retail Management
Course
RMG 303
Professor
Frances Gunn
Semester
Winter

Description
Characteristics of Service Encounters Search attributes Tangible characteristics that allow customers to evaluate a product before purchase Experience attributes Characteristics that can be experienced when actually using the service Credence attributes Characteristics that are difficult to evaluate confidently even after consumption Goods tend to be higher in search attributes, services tend to be higher in experience and credence attributes Credence attributes force customers to trust that desired benefits have been delivered Simons Levers of Control Core Values (Belief Systems) Obtaining commitment to the grand purpose (Rewards Systems) Risks to be Avoided (Boundary Systems) Staking out the Territory (Returns Policy) Critical Performance Variables (Diagnostic Control Systems) Getting the job Done (Attendance) Strategic Uncertainties (Interactive Control Systems) Positioning for Tom
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