CONSUMER IN SERVICE

INDUSTRY
 Consumers in Sevice Industry
• Involves services to consumers

• Involves services to businesses

• According to Deloiite Study report India is expected

to emege as the world largest consumer market
with aggregate spending of USD 13 trillion by 2030
 Matured Sectors in Service Industry
• These have high levels of maturity
• Hence they created barriers like
– Huge Investments
– Higher risks
– Legal procedures
 Matured Sectors in Service Industry
• Banking and Financial Services
• Education
• Travel and Tourism Services
• Bill payments
• Fast Food restaurants
• Beauty ,grooming and wellness
 Emerging Sectors
• e Commerce
• Re commerce –Secondary
• Repair Services
• IT-BPM/ Fintech
• Healthcare & Tourism
• Logistics & Transportation
• Other services  
• Media & Entertainment (animation, gaming, dubbing),
Education (online platforms such as MOOC), and Sports
(IPL, IFL, Sports Management), Legal/ Paralegal services,
Risk management and advisory functions, etc. 
 Engel Kollat Blackwell Model

• The Engel Kollat Blackwell Model is a consumer behavior

model helps to predict what customers are going to buy.
• The model consists of three different categories, namely
– Present Situation – this is where the customer is at the
current moment
– Desired State – this is where the customer wants to be in the
future and it will help them achieve their goals, and 
– Pathway for Movement from one state to another – this
includes various steps that may include various products or
services which can help move towards their desired state.
• The model consists of five stages
FIVE STAGES OF Engel Kollat Blackwell Model
Decision
process
stage
• Problem
Recognition
• Information
Search
• Alternatives
Evaluation Decision
Information Information External
• Choice process
Input Processing • Post Purchase influences
variables
Decisions
EKB model of Consumer Behavior
 Definition of
  
• The consumer decision making process involves
series of related and sequential stages of activities.
• The process begins with the discovery and
recognition of an unsatisfied need or want.
• It becomes a drive.
• Consumer begins search for information. This
search gives rise to various alternatives and finally
the purchase decision is made.
• Then buyer evaluates the post purchase behavior to
know the level of satisfaction.
Levels Of Consumer Decision Making Process
Extensive Problem Solving (EPS): When consumers buy a new
or unfamiliar product it usually involves the need to obtain substantial
information and a long time to choose. They must form the concept of
a new product category and determine the criteria to be used in
choosing the product or brand.
Limited Problem Solving (LPS): Sometimes consumers are
familiar with both product category and various brands in that category,
but they
have not fully established brand preferences. They search for additional
information which helps them to discriminate among various brands.
Routine Problem Solving (RPS): When consumers have
already purchased a product or brand, they require little or no
information
to choose the product. Consumers involve in habitual and automatic
purchases.
HIGH AND LOW INVOLVEMENT CONSUMER
DECISIONS