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Marketing Services Introduction: The service industry acts as the backbone, for the economic and social development of a nation. Service industry has emerged as the world’s fastest and largest growing sector in the global economy. The service sector includes a wide variety of activities, such as transportation, trading, financial, communication, real estate, and business services…
Aim and Objectives: To understand the influence of service experience and its effects on service purchase process. To understand the significance of customer experience in the creation of competitive advantage for the organizations. Theoretical Framework: The theoretical framework is very useful as it assists academics in formulating a precise research direction and focus, and for businesses in identification of the stages that require improvement, and hence necessitate more resources allocated to it. A theoretical framework is a compilation of interconnected concepts, similar to a theory but not essentially worked-out well. “Theoretical frameworks are obviously critical in deductive, theory-testing sorts of studies” (Bhojanna 2007). When the consumer services, they pass through three main stages, ie; pre-purchase stage, service encounter stage, and post-encounter stage. Three-Stage Model of Service Consumption: (Tsiotsou & Wirtz 2011). The stage of pre-purchase in the decision-making process for services is more complex, when compared to that of goods. The decision-making process involves a lot of time, because of consumer participation in the service production process. ...
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