Management and Organizational Studies 1021A/B Study Guide - Final Guide: Queueing Theory, Pressure Cooking, Gemba

• School: Western University
• Department: Management and Organizational Studies
• Course: Management and Organizational Studies 1021A/B
• Professor: Vicki Olds

Document Summary

Buying a car most anxiety-provoking and least satisfying retail experience. Consumers" choices affected by many personal factors (mood/time/situation) Use of internet puts added pressure on retailers to deliver value consumers expect use. Key consumer activity occurs after product purchased decide if satisfied after. Relationship marketing building strong customer service experiences w/ loyal customers to foster continued relationship over time. Consumption situation contextual factors over and above characteristics of person and product. Situational effects can be behavioural or perceptual (feeling) People tailor purchases to specific and way feel affects what buy use patterns to influence buy. Situational self-image determines role person plays at any time (who am i right. Knowledge of what consumers do at time product consumed improves. Market segmentation strategies based on usage situations to position p/s to now) product/brand predictions meet specific needs. Affect motives for p/s usage and evaluation. Cues of physical surroundings (decor/temp/smell) and number/type of consumers also present.