Name: Lecture 06 - Consumer Behavior in the Service Context - Part 3 | Videos | Gan Jing World
Uploaded: 2023-12-04T13:11:39.212Z
Duration: 30 min 44 s
Description: This module views service encounter as a form of theatre and explains how role, script and perceived control theories contribute to a better understanding of se... | Videos | Gan Jing World

IIT Roorkee July 201

https://video1-us-east.cloudokyo.cloud/video/v6/bf/b8/51/bfb85115-78c1-4618-a90a-9669faae5ca6/master.m3u8

This module views service encounter as a form of theatre and explains how role, script and perceived control theories contribute to a better understanding of service encounters. It also describes how consumers' evaluate services. Next, it describes service quality, its dimensions and its relation with customer loyalty.