Explain the concepts of search, experience, and credence attributes
Search attributes are those that a customer can determine prior to purchasing goods and/or services. These attributes include things like color, price, freshness, style, fit, feel, hardness, and smell.
Experience attributes are those that can only be discerned after purchase or during consumption or use. Examples of these attributes are friendliness, taste, wearability, safety, fun, and customer satisfaction.
Credence attributes are any aspects of a good or service that a customer must believe in, but cannot personally evaluate even after purchase and consumption. Examples would include the expertise of a surgeon or mechanic, the knowledge of a tax advisor, or the accuracy of tax preparation software.
You might also like to view...
Brand awareness, brand equity, and brand loyalty are easier to develop when consumers are already familiar with the music used in an advertisement than when a new song, music, or jingle is written
Indicate whether the statement is true or false
Answer the following statements true (T) or false (F)
1. An excellent service strategy will emphasize providing value to guests above all; not far behind will be an emphasis on providing quality. 2. The organization’s mission statement articulates the organization’s purpose. 3. The organization’s mission statement will include, at a minimum, the following three elements: what the company does, who they do it for, and how they benefit society. 4. Core values are not part of the mission statement.
How many of the country’s successful businesses formed The Plan Group in Thailand, an umbrella organization that initiates innovative programs to help disadvantaged groups in their country?
a. 22 b. 56 c. 10 d. 14
Which of the following is an example of an interpersonal skill? Select as many as apply.
A. Designing a new logo for a major advertising client B. Figuring out why the number of quality applicants to a five-star restaurant is decreasing C. Coming up with a new product idea that will help your organization dominate a competitive market D. Persuading an employee to take on additional work during a busy shift E. Writing software code for a new search engine