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Explain about the Shopping Goods
These are goods that are purchased less frequently and are used very slowly such as clothes, shoes, household appliances. In case of these goods, consumers make choice of a product considering its suitability, price, quality, style and products of competitors and substitutes, if any. Or we can say, consumers usually spend a considerable amount of time and effort to finalise their purchase decision as they lack complete information before their shopping trip. It may be noted that shopping goods include much more expenses than convenience goods.
Question: a) Explain why service personnel are a source of customer loyalty and competitive advantage. b) Discuss the customer cycle of failure in a service organization.
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