Discussion questions for all assigned readings and cases can be found in the assignments section of this course. The domain of customer behavior 7 why understanding customer behavior is important 9 customer satisfaction. Whether you want to lead your customers down a specific channel, deliver a unique, personalised customer. Essays on supply chain management in emerging markets. A classic case study about zipcar services with the complete character analysis of people involved, case solutions and facts. Consumer behaviour is the study of how individual customers, groups or organizations select, buy, use, and dispose ideas, goods, and services to satisfy their needs and wants. Pdf factors influencing customer experience management and. Download as pptx, pdf, txt or read online from scribd. At zipcar, customers share the use of cars and, as a result, rely on each other for their service experience. Readings lecture notes assignments projects download course materials. Influencing customer behavior case study solution, at zipcar, customers share the cars and, therefore, rely on each other for their service experience.
Come browse our large digital warehouse of free sample essays. Influencing customer behavior by offering car sharing, zipcar offered a different way other than rental, car ownership or taking taxi with competitive. Zipcar has many possible options for trying to affect customers car return behavior. Examples of access models vary from car or bikesharing programs zipcar. This ultimately helps you better identify, understand, analyze and retain your customers. For all those who dont know, zipcar is a car sharing club who act as an alternative to car rental and car ownership. Access thousands of our customer behavior online marketing resources here. The purpose of business 11 the marketing concept customer focus is business democracy 14 customer behavior and customer orientation 15 competitive advantages through customer orientation 17 customer orientation creates pride in. After years as a struggling musician her sister was making her debut as the new drummer for no bags to check, a performance art. Zipcar service zipcar was a car rental service, started in boston in 1999 operated in 21 cities and ownder more than 400 cars. Frei zipcarinfluencingcustomerbehavioran605054pdfeng 1. A project report on consumer behaviour in online shopping. Influencing customer behavior case analysis, zipcar. Select any of the popular topics below to narrow your search.
Consumer behaviour and marketing action learning objectives after studying this chapter, you will be able to understand. Customers are required to maintain a clean car and a f. This content was copied from view the original, and get the alreadycompleted solution here. Because of the shared service there exists a manual dependency as car is being used by customer a before being used by customer b and there is no way for customer b to know if the car shall be in use by another.
Consumer buying behavio ur refers to the buying behaviour of the ul timate consumer. Get unlimited access to all of our exclusive marketing resources. Influencing customer behavior harvard business publishing. She is a key member of a team exploring how technology can be used to enhance the student learning experience. Towards an understanding of the travel behavior impact of. Customers are required to keep the car clean and the. Create a template for a financial business plan for your company. Seca group10 zipcar free download as powerpoint presentation. He was confident that the watch had helped him communicate vitality and focus during his twohour interview with representatives of the simon property group, owner of the chestnut. Influencing customer behavior the case service recovery anita karr is a zipster who lives in cambridge booked a vw jetta jericho which she had to pick up at 4 p. Starting from a comprehensive examination of recent empirical studies focusing on consumer behavior.
Pdf factors that influence consumer behavior in the. Influencing customer behavior case study analysis, subjects covered consumer behavior service management by frances x. Towards an understanding of the travel behavior impact of autonomous vehicles. Influencing customer behavior case solution, zipcar. Is it your productsthe style and quality of your handmade work. Influencing customer behavior case solution, at zipcar, customers share the use of cars and, as a result, rely on each other for their service experience. Pdf study on the influence of customers risk perception on the.
By offering car sharing, zipcar offered a different way other than rental, car ownership or taking taxi with competitive advantage of low cost, service speed and convenience. These books contain exercises and tutorials to improve your practical skills, at all levels. Pdf factors affecting customer satisfaction towards online. Marketing 761 product innovation management spring 2016. Influencing customer behavior essay sample in brookline sal fishman glanced nervously at his iron manbranded expedition watch as 3. Influencing customer behavior zipcar is a carsharing service. Influencing customer behavior excel file, subjects covered consumer behavior service management by frances x. By carolyn edlund do you know why your customers are buying from you. Car sharing service started in 1999 expanded to 21 cities till 2004 30000 registered members 400 cars till 2004 tie ups with universities zipcar. Influencing customer behavior free download as word doc. The study of consumer behavior uses concepts, theories, and principles from the social sciences to extend our understanding of factors influencing the acquisition, consumption. Sal fishman, who has a car and is running late at an interview, and anita karr, who has just arrived at her reserved cars empty parking spot. Students must read all the assigned case studies, but are required to complete writeups for only three of their choosing. Look deeper and you will find that there are many other factors in making a sale that you can use in building your sales volume.
Members, had to pay annual fees to participate and were assessed usage fees, based on time and mileage, monthly, were provided common use of the services vehicles independently of one another. Customers are required to keep the car clean and the gas tank full and to return the car on time. Influencing customer behavior consumer behaviour car. Customer service focused upon the needs of customers. Md 254 service operations management boston college. With markets becoming increasingly competitive, more customer touchpoints to negotiate, and greater repercussions if you fail, influencing your customers has never been so important.
Get the knowledge you need in order to pass your classes and more. The objective of this study is the identification of factors influencing customers preferences for particular segment of cars. Pdf rental service refers to the provision of the right to use the goods for the customer. Economic industry customer employees provide reasons for your recommendations attached is a template that you can use for any company, includes sample charts and financial presentations. When discussing the pros and cons, consider the effects of these options on the customer with the car such as sal fishman, the customer waiting for the car such as anita karr, and the company zipcar. Pdf age and factors influencing consumer behaviour. Final zipcar free download as powerpoint presentation. Influencing consumer behavior group 4 14p017 gurunath s 14p047 shivank pandya 14p075 devang nahar 14p1 tanvi agarwal 2. Pdf impact of social media on buying behaviour of consumer. Download our zipcar influencing customer behavior ebooks for free and learn more about zipcar influencing customer behavior. Jan 31, 2017 zipcar business model analysisppt free pdf ebooks. Factors influencing customer experience management and customer experience value sirin akaraputipun, doctoral student, chulalongkorn university thailand somkiat eiamkanchanalai, chulalongkorn. Influencing customer behavior case study solution, zipcar. The more you understand your customer the better youre able to market to them, create products and services that meet their needs, gain competitive intelligence, proactively identify shifts in purchasing intent and behavior, and increase your chances for success.