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7/22/2019 Lesson 3 - Consumer Behavior in Service Encounters
1/64
Abksumgr@gfcvebr ekQgrveagGkabuktgrs
7/22/2019 Lesson 3 - Consumer Behavior in Service Encounters
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Denngrgkags cmbko QgrveagsCnngat Austbmgr @gfcvebr!Abksumgrs crg rcrghy
ekvbhvgd ek tfgmckuncaturg bn obbds
`ut bntgk pcrteaepctg eksgrveag argctebk ckddghevgry
!Afchhgkog nbr sgrveagmcrlgtgrs es tb
ukdgrstckd fbwaustbmgrs ektgrcat wetf
sgrveag bpgrctebks
!@csgd bk degrgkags ek kcturg bnsgrveag cat (tckoe`hg/ektckoe`hg)
ckd wfb br wfct es dergatrgaepegkt bn sgrveag (pgbphg/
pbssgssebks) tfgrg crg nbur
actgobregs bn sgrveags:
7/22/2019 Lesson 3 - Consumer Behavior in Service Encounters
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4 @rbcd Actgobregs Bn Qgrveags
!"#$%&'($" *%$+,--."/
!"#$%&'#" )&$#'*#) +*
&,*+,-&./# +""#*"93
! 0''14,7,-!
>+,?&,-
930147 >? 067 574:!8=7 84> >4 2630 !5 067 I!47
8>55755!>9
84>
7/22/2019 Lesson 3 - Consumer Behavior in Service Encounters
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Ygbphg Yrbagsseko!O4"*1D#$" D4"*3!6=;"&'+//; #,*#$ *=# "#$%&'#
I+'*1$; F /1'+71, E=#$#
5#15/# 1$ D+'=&,#" )#/&%#$
"#$%&'#
!O1J15#$+*# +'7%#/; E&*= *=#"#$%&'# 15#$+71, F #LH
M+""+-#
7/22/2019 Lesson 3 - Consumer Behavior in Service Encounters
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Ygbphg Yrbagsseko!Mckcogrs sfbuhd tfeklc`but prbagss ckd butputnrbm austbmgrs
pgrspgatevg
!Tb edgkteny `gkgnetsargctgd ckd kbk-
nekckaech absts:
!Temg, mgktch, pfyseachgnnbrt, ngcr ckd pcek
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YbssgssebkYrbagsseko!Austbmgrs crg hgss
pfyseachhy ekvbhvgd
abmpcrgd tb pgbphgprbagsseko sgrveags
!Ekvbhvgmgkt es hemetgd!Abmpcrg Nheoft ckd Ycragh!Yrbduatebk ckd
abksumptebk crg sgpcrc`hg!Gx: ahgckeko, mcektcekeko,
stbreko, emprbveko, stbreko
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Mgktch stemuhe prbagsseko!Tbuafgs pgbphgs mekds sfcpg
cttetudg ckd eknhugkag `gfcvebr
!Abksuhteko, prbngssebkch cdveag,psyafbtfgrcpy, gktgrtcekmgkt
!Yfyseach prgsgkag bn rgaepegktsmcy br mcy kbt `g rgquergd
!Abrg abktgkt bn sgrveags eseknbrmctebk-`csgd
!Ack `g ekvgktbregd
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Eknbrmctebk Yrbagsseko!Eknbrmctebk es tfg mbst ektckoe`hg
nbrm bn sgrveag butput
!@ut mcy `g trcksnbrmgd ektbgkdureko nbrms bn sgrveag butput
!Hekg `gtwggk eknbrmctebkprbagsseko ckd mgktch stemuhus
prbagsseko mcy `g `hurrgd.
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Empheactebks!Kbt tb bvgr ogkgrchezg sgrveags!Kcturg bn ekvbhvgmgkt vcregs!Eknbrmctebk `csgd sgrveag ack `g
stbrgd orgctgr abkvgkegkag
!_fy db austbmgrs stehh ob tbsgrveag ncatbry gvgk tfgrg es kb
kggd2!Fc`et ckd Trcdetebk
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Austbmgr DgaesebkMcleko:Tfrgg stcogMbdgh Bn QgrveagAbksumptebk
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Yurafcsg Yrbagss nbr QgrveagsYrgpurafcsg Qtcog
Qgrveag Gkabuktgr Qtcog
Ybst-Gkabuktgr Qtcog
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Yrg Yurafcsg!Austbmgrs sggl sbhutebkstb crbusgd kggds!Gvchucteko c sgrveag mcy
`g denneauht!Wkagrtcekty c`but
butabmgs ekargcsgspgragevgd resl
!_fct resl rgduatebkstrctgoegs ack sgrveagsupphegrs dgvghbp2
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Yrg Yurafcsg!Wkdgrstckdeko
austbmgrs sgrveaggxpgatctebks
!Abmpbkgkts bnaustbmgr gxpgatctebks
!Mcleko c sgrveagpurafcsg dgaesebk
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Kggd Crbusch!Dgaesebk tb `uy br usg c sgrveag es
treoogrgd `y kggd crbusch
!Treoogrs bn kggd:!Wkabksaebus mekds (g.o., pgrsbkch edgktety ckd
csperctebks)
!Yfyseach abkdetebks (g.o., fukogr )!Gxtgrkch sburags(g.o. mcrlgteko catevetegs)
!Abksumgrs crg tfgk mbtevctgd tbnekd c sbhutebk nbr tfger kggd
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Eknbrmctebk sgcraf!Kggd crbusch hgcds tb
cttgmpts tb nekd c sbhutebk
!Gvblgd sgt c sgt bn prbduatsckd `rckds tfct c abksumgrabksedgrs dureko tfg dgaesebk-mcleko prbagss tfct esdgrevgd nrbm pcst gxpgregkagsbr gxtgrkch sburags
!Chtgrkctevgs tfgk kggd tb `ggvchuctgd `gnbrg c nekchdgaesebk es mcdg
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Gvchucteko QgrveagEs Denneauht
!Qgcraf cttre`utgs fghpaustbmgrs gvchuctg c prbduat
`gnbrg purafcsg
!G.o., typg bn nbbd, hbactebk, typgbn rgstcurckt ckd preag
!Gxpgregkag cttre`utgs ackkbt`g gvchuctgd `gnbrg purafcsg!Tfg abksumgr wehh kbt lkbw fbw
muaf s/fg wehh gkjby tfg nbbd,
tfg sgrveag, ckd tfg ctmbspfgrg
ukteh tfg catuch gxpgregkag
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Gvchucteko Qgrveag Es Denneauht!Argdgkag cttre`utgs crg tfbsg tfct
austbmgrs nekd empbsse`hg tb
gvchuctg abknedgkthy gvgk cntgr
purafcsg ckd abksumptebk!G.o., fyoegkg abkdetebks bn tfg
letafgk ckd tfg fgchtfekgss bn tfg
abbleko ekorgdegkts
!Suchety bn rgpcer bn acr, dbatbrs
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Fbw prbduat cttre`utgs Cnngat gcsg bngvchuctebk
Qburag:
Cdcptgd nrbm Zgetfcmh
Mbst Obbds
Feof ek sgcrafcttre`utgs
Feof ek gxpgregkagcttre`utgs
Feof ek argdgkagcttre`utgs
Denneauht
tb gvchuctg*Gcsytb gvchuctg
Mbst Qgrveags
Ahbtfeko
Afcer
Mbtbr vgfeahg
Nbbds
Pgstcurckt mgchs
Hcwk ngrtehezgr
Fceraut
Gktgrtcekmgkt
Abmputgr rgpcer
Gduactebk
Hgoch sgrveags
Abmphgx surogry
*KBTG: Denneauhty bn gvchuctebk tgkds tb dgargcsg wetf `rbcd gxpbsurg
tb c sgrveag actgobryckdnrgqugkay bn usg bn c spgaenea supphegr
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Ygragevgd Pesl!Nukatebkchuksctesncatbry
pgrnbrmckag butabmgs
!Nekckaech mbkgtcry hbss,ukgxpgatgd gxtrc absts
!Tgmpbrch wcstgd temg,dghcys hgcdeko tb prb`hgms
!Yfyseach pgrsbkch ekjury,dcmcog tb pbssgssebks
7/22/2019 Lesson 3 - Consumer Behavior in Service Encounters
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Ygragevgd Pesl!Ysyafbhboeach ngcrs
ckd kgoctevg gmbtebks
!Qbaech fbw btfgrs mcytfekl ckd rgcat
!Qgksbry ukwcktgdempcat bk cky bn nevg
sgksgs
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Abksumgrs Fckdheko YgragevgdPesl2!Qggleko eknbrmctebk nrbm rgspgatgd pgrsbkch
sburags
!Pghyeko bk c nerm tfct fcs c obbd rgputctebk!Hbbleko nbr oucrcktggs ckd wcrrcktegs! eseteko sgrveag ncaehetegs br tryeko cspgats bn
sgrveag `gnbrg purafcseko
!Csleko lkbwhgdogc`hg gmphbyggs c`butabmpgteko sgrveags
!Gxcmekeko tckoe`hg augs br btfgr pfyseachgvedgkag!Wseko tfg Ektgrkgt tb abmpcrg sgrveag
bnngrekos ckd sgcraf nbr ekdgpgkdgktrgvegws ckd rctekos
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Pgspbksgs tb mckcoeko austbmgrpgragptebk bn resl
!Bnngr pgrnbrmckag wcrrcktegs,oucrcktggs tb prbtgat cocekst
ngcrs bn mbkgtcry hbss!Nbr prbduats wfgrg austbmgrswbrry c`but pgrnbrmckag,sgksbry resls:
!Bnngr prgvegws, nrgg trechs(prbvedgs gxpgregkag)!Cdvgrteseko (fghps tb vesuchezg)
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Pgspbksgs tb mckcoeko austbmgrpgragptebk bn resl!Nbr prbduats wfgrg austbmgrs
pgragevg pfyseach br psyafbhboeach
resls:!Ekstetutg vese`hg scngty prbagdurgs!Dghevgr cutbmctgd mgsscogs c`but
ckteaepctgd prb`hgms
!_g`setgs bnngreko NCSs ckd mbrgdgtcehgd `calorbukd!Trcek stcnn mgm`grs tb `g
rgspgatnuh ckd gmpctfgtea
!Dbatbr Agrteneactgs
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Qgrveag Gxpgatctebks!Austbmgrs gvchuctg sgrveag
quchety `y abmpcreko wfct tfgy
gxpgat cocekst wfct tfgy
pgragevg
!Qetuctebkch ckd pgrsbkchncatbrs chsb abksedgrgd
!Gxpgatctebks bn obbd sgrveag vcrynrbm bkg `usekgss tb ckbtfgr
! gtgrekcreck ckd CaabuktekoQgrveags
!Dbo Orbbmeko ckd Qchbk
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Qgrveag Gxpgatctebks!Gxpgatctebks bn obbd
sgrveag vcry cmbko
denngrgkthy pbsetebkgd
sgrveag prbvedgrs ek tfgscmg ekdustry
!Ag`u Ycaenea vs. YCH!QM vs Pustcks
!Gxpgatctebks afckog bvgrtemg
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Abmpbkgkts bn gxpgatctebks!Dgsergd Qgrveag Hgvgh:!_esfgd-nbr hgvgh bn sgrveag quchety tfct
austbmgr `ghegvgs ack ckd sfbuhd `gdghevgrgd
!Cdgquctg Qgrveag Hgvgh:!Mekemum caagptc`hg hgvgh bn sgrveag
!Yrgdeatgd Qgrveag Hgvgh:!
Qgrveag hgvgh tfct austbmgr `ghegvgs nermwehh catuchhy dghevgr
!Zbkg bn Tbhgrckag:!Pckog wetfek wfeaf austbmgrs crg wehheko
tb caagpt vcrectebks ek sgrveag dghevgry
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Ncatbrs cnngateko Gxpgatctebks
Yrgdeatgd Qgrveag
Gxpheaet & EmpheaetQgrveag Yrbmesgs
_brd-bn-Mbutf
Ycst GxpgregkagDgsergd Qgrveag
ZBKGBN
TBHGPCKAG
Cdgquctg Qgrveag
Ygrsbkch Kggds
@ghegns c`but
_fct Es Ybsse`hg
Ygragevgd QgrveagChtgrctebks
Qetuctebkch NcatbrsK$4"*$+71,
B+7"I+'71, +,)
@#/&-=*
0::GY:NSY
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Empbrtckt Kbtgs C`but Zbkg bn Tbhgrckag!Kbt c sekohg hgvgh bn gxpgatctebk cs
sggk ek tfg decorcm
!Cdgquctg sgrveag gxpgatctebk ackgxpckd br abktrcat wetfek c austbmgr!Typg bn Austbmgr Cerhekgs!Yreag
! cry bk Qgrveag Cttre`utgs br Demgksebks!Mbrg empbrtckt, kcrrbwgr tfg zbkg bn
tbhgrckag
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Ncatbrs tfct Cnngat Dgsergd Qgrveag7"AD%."/ 5,%G.+,
!"N,"-.O,%-
8,%-$"'F 9,,A- E$",$#
0$F,%'"+,
I,-.%,A 5,%G.+,
3A,JD'N, 5,%G.+,
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Ygrsbkch Kggds!Qtctgs br abkdetebks gssgktech tb tfg
pfyseach br psyafbhboeach wghh `geko
bn tfg austbmgr!Fbtgh ckd Qbaech Kggds
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Hcsteko Qgrveag Ektgksenegrs!Ekdeveduch, stc`hg ncatbrs tfct hgcd tfg
austbmgr tb c fgeoftgkgd sgksetevety tbsgrveag
!Dgrevgd sgrveag gxpgatctebks austbmgrgxpgatctebk crg drevgk `y ckbtfgr pgrsbk brorbup bn pgbphg!Gxcmphg: _gddeko Abbrdekctbrs, @0@ sgrveags
!Ygrsbkch Qgrveag Yfehbsbpfy!austbmgrs ukdgrhyeko ogkgrea cttetudg c`but tfg
mgckeko bn sgrveag ckd tfg prbpgr abkduat bn sgrveagprbvedgrs.
!Fcveko suaf wehh ektgkseny tfg gxpgatctebks bn sgrveag
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Ncatbrs tfct EknhugkagCdgquctg Qgrveag
I,-.%,A5,%G.+,
3A,JD'N,5,%G.+,
E$",
$#
0$F,%'"+,5,F#L8,%+,.G,A
5,%G.+, 4$F,
5.ND'($"'F
?'+N$%-
8,%+,.G,A 5,%G.+,
3FN,%"'(G,-
0%'"-.N$%H 5,%G.+,
!"N,"-.O,%-
8%,A.+N,A 5,%G.+,
7/22/2019 Lesson 3 - Consumer Behavior in Service Encounters
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Ncatbrs tfct Eknhugkag Cdgquctg Qgrveag!Tgmpbrcry/Trcksetbry Qgrveag Ektgksenegr
sfbrt-tgrm ekdeveduch ncatbrs tfct mclg caustbmgr mbrg cwcrg bn tfg kggd bn tfg
sgrveag!Gxcmphg gmgrogkay setuctebks!Yrb`hgms wetf eketech sgrveag ack hgcd tb
fgeoftgkgd gxpgatctebks .
!Nexeko tfg prb`hgm tfg nerst temg es empbrtckt`ut nexeko et tfg sgabkd temg crbukd es mbrgareteach
7/22/2019 Lesson 3 - Consumer Behavior in Service Encounters
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Ncatbrs tfct Eknhugkag Cdgquctg Qgrveag!Ygragevgd Qgrveag Chtgrkctevgs
btfgr prbvedgrs nrbm wfbm tfgaustbmgr ack b`tcek sgrveag
!Yrgsgkag bn chtgrkctevgs ckd en sgrveagack `g pgrnbrmgd `y austbmgrfgeoftgks cdgquctg sgrveag
!Gvchuctebk bn pbsse`hg chtgrkctevgs -su`stetutgs
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Ncatbrs tfct Eknhugkag Cdgquctg Qgrveag!Austbmgrs sghn-pgragevgd sgrveag rbhg
gxgrt ck eknhugkag bk tfg hgvgh bnsgrveag tfgy rgagevg!
Qpgaeny tfg hgvgh bn sgrveag rgstcurckt!Catevg pcrteaepctebk chhgroea sfbts!Cssumeko tfg rgspbkse`ehety nbr
abmphcekeko wfgk tfg sgrveag es pbbr
!Zbkg bn tbhgrckag gxpckds wfgk tfgycrg kbt nuhnehheko rbhgs
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Ncatbrs tfct Eknhugkag Cdgquctg Qgrveag!Qetuctebkch Ncatbrs sgrveag
pgrnbrmckag abkdetebks tfct austbmgrsvegw cs `gybkd tfg abktrbh bn tfg
sgrveag prbvedgr!actcstrbpfg!Austbmgrs wfb rgabokezg ncatbrs tfct crg
butsedg tfg abktrbh bn tfg nerm mcycaagpt hbwgr hgvgh bn sgrveag, wedgkekozbkg bn tbhgrckag
7/22/2019 Lesson 3 - Consumer Behavior in Service Encounters
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Ncatbrs tfct Eknhugkag Cdgquctg Qgrveag!Yrgdeatgd Qgrveag tfg hgvgh bn
sgrveag tfg `ghegvg tfgy crg helghy tb
ogt.!En austbmgrs prgdeat obbd sgrveag, tfger
hgvghs bn cdgquctg sgrveag crg helghy tb
`g feofgr tfck pbbr sgrveag.
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I,-.%,A5,%G.+,
3A,JD'N,5,%G.+,
E$",
$#
0$F,%'"+,
8%,A.+N,A
5,%G.+,
7M*F.+.N 5,%G.+,
8%$&.-,-
!&*F.+.N 5,%G.+,
8%$&.-,-
2$%AL$#L@$DNK
8'-N 7M*,%.,"+,
Ncatbrs tfct Cnngat Dgsergd ckd Yrgdeatgd Qgrveag
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Ncatbrs tfct Cnngat Dgsergd ckd Yrgdeatgd Qgrveag!Abksumgrs sggl but eknbrmctebk nrbm
sgvgrch denngrgkt sburags achh, csl, hbblct mgdec
!Gxpheaet sgrveag prbmesgs (YGPQBKCH) pgrsbkch (nrbm gmphbyggs) ckd kbkpgrsbkch stctgmgkts (cdvgrteseko) c`buttfg sgrveag mcdg `y tfg brockezctebk bktfg austbmgrs.!Bvgrprbmeseko!@ckleko, Pgstcurckts, Fbtghs (Cds) , Dbbr tb
Dbbr
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Ncatbrs tfct Cnngat Dgsergd ckd Yrgdeatgd Qgrveag!Empheaet Qgrveag Yrbmesgs sgrveag-
rghctgd augs btfgr tfck gxpheaetprbmesgs
!Yreag ckd tckoe`hgs!_brd-Bn-Mbutf Abmmukeactebk
btfgr pgrsbks
!Gxpgrts, abksumgr rgpbrts, nregkds,ncmehy
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Ncatbrs tfct Cnngat Dgsergd ckd Yrgdeatgd Qgrveag!Ycst Gxpgregkags abksumgrs
prgvebus gxpbsurg tb tfg sgrveag!Abmpcrg wetf semehcr abmpckegs,
rghctgd abmpckegs
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Mcleko tfg purafcsg dgaesebk!Yurafcsg Dgaesebk: Ybsse`hg
chtgrkctevgs crg abmpcrgd ckdgvchuctgd, wfgrg`y tfg `gstbptebk es sghgatgd!Qemphg en pgragevgd resls crg hbw
ckd chtgrkctevgs crg ahgcr
!Abmphgx wfgk trcdg-bnns ekargcsg!Trcdg-bnns crg bntgk ekvbhvgd!Cntgr mcleko c dgaesebk, tfg
abksumgr mbvgs ektb tfgsgrveag gkabuktgr stcog
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Qgrveag GkabuktgrQtcog
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!Qgrveag gkabuktgr c pgrebd bntemg dureko wfeaf c austbmgr
ektgrcats dergathy wetf tfg sgrveag
prbvedgr
!Meoft `g `regn br gxtgkd bvgr c pgrebdbn temg (g.o., c pfbkg achh br veset tb
tfg fbspetch)
!Mbdghs ckd nrcmgwbrls:3.Mbmgkts bn Trutf empbrtckag bn
mckcoeko tbuafpbekts
0.Feof/hbw abktcat mbdgh gxtgkt ckdkcturg bn abktcat pbekts
1.Qgrvuatebk mbdgh vcrectebks bnektgrcatebks
4.Tfgctgr mgtcpfbr stcoeko sgrveagpgrnbrmckags
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Mbmgkts bn trutf!\_]g abuhd scy tfct tfg pgragevgd
quchety es rgchezgd ct tfg mbmgktbn trutf, wfgk tfg sgrveag prbvedgrckd tfg sgrveag austbmgr abknrbktbkg ckbtfgr ek tfg crgkc. Ct tfct
mbmgkt tfgy crg vgry muaf bktfger bwk Et es tfg slehh, tfgmbtevctebk, ckd tfg tbbhsgmphbygd `y tfg ffirmsrgprgsgktctevg ckd tfggxpgatctebks ckd `gfcvebr bn tfg
ahegkt wfeaf tbogtfgr wehh argctgtfg sgrveag dghevgry prbagss.!Peafcrd Kbrmckk
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Feof vs hbw abktcat!Feof-Abktcat Qgrveags!Austbmgrs veset sgrveag ncaehety ckd
rgmcek tfrbuofbut sgrveag dghevgry!Catevg abktcat `gtwggk austbmgrs
ckd sgrveag pgrsbkkgh!Ekahudgs mbst pgbphg-prbagsseko
sgrveags!Hbw-Abktcat Qgrveags!Hetthg br kb pfyseach abktcat wetf
sgrveag pgrsbkkgh!Abktcat usuchhy ct crms hgkotf
tfrbuof ghgatrbkea br pfyseach
destre`utebk afckkghs!Kgw tgafkbhboegs (g.o. tfg _g`) fghp
rgduag abktcat hgvghs!Mgdeum-Abktcat Qgrveags Heg ek
`gtwggk Tfgsg Twb
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Feof vs hbw abktcat
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Qgrvuatebk systgm!Qgrveag Bpgrctebks (nrbkt stcog ckd`calstcog)!_fgrg ekputs crg prbagssgd ckd sgrveag
ghgmgkts argctgd!Ekahudgs ncaehetegs, gquepmgkt, ckd
pgrsbkkgh!Qgrveag Dghevgry (nrbkt stcog)!_fgrg nekch cssgm`hy bn sgrveag
ghgmgkts tclgs phcag ckd sgrveag esdghevgrgd tb austbmgrs!Ekahudgs austbmgr ektgrcatebks wetf
bpgrctebks ckd btfgr austbmgrs!Qgrveag Mcrlgteko (nrbkt stcog)!Ekahudgs sgrveag dghevgry (cs c`bvg) ckd
chh btfgr abktcats `gtwggk sgrveag nermckd austbmgrs
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Qgrveag Mcrlgteko Qystgm nbr c Feof Abktcat
Tfg
AustbmgrTgafkeach
Abrg
Ektgrebr & Gxtgrebr
Ncaehetegs
Gquepmgkt
Qgrveag Ygbphg
Btfgr
AustbmgrsCdvgrteseko
Qchgs Achhs
Mcrlgt Pgsgcraf Qurvgys
@ehheko/Qtctgmgkts
Mesa. Mceh, Yfbkg Achhs,G-mcehs, Ncxgs, gta.
_g`setg
Pckdbm Gxpbsurg tbNcaehetegs/^gfeahgs
Afckag Gkabuktgrs wetfQgrveag Ygrsbkkgh
_brd bn Mbutf
Qgrveag Dghevgry Qystgm Btfgr Abktcat Ybekts
Qgrveag Bpgrctebks Qystgm
@calstcog(ekvese`hg)
Nrbkt Qtcog(vese`hg)
Btfgr
Austbmgrs
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Qgrveag Mcrlgteko Qystgm nbr c HBw Abktcat
Tfg
Austbmgr
@calstcog(ekvese`hg)
Nrbkt Qtcog(vese`hg)
Cdvgrteseko
Mcrlgt PgsgcrafQurvgys
@ehheko/Qtctgmgkts
Pckdbm Gxpbsurgtb Ncaehetegs/^gfeahgs
_brd bn Mbutf
Yfbkg,Ncx, _g`-setg, gta.
QghnQgrveagGquepmgkt
Mceh
TgafkeachAbrg
Btfgr Abktcat YbektsQgrveag Dghevgry Qystgm
Qgrveag BpgrctebksQystgm
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Pbhgs!Gmphbyggs ckd austbmgrs
phcy rbhgs
!Qgt bn `gfcvebr pcttgrkshgcrkgd tfrbuof gxpgregkag
ckd abmmukeactebk tb `g
pgrnbrmgd `y ck ekdeveduch
ek c sbaech ektgrcatebk
!Qctesncatebk = rbhg abkoruety gxtgkt tb wfeaf gcaf
pgrsbk cats but fes/fgr
prgsare`gd rbhg
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Qarepts!Qgqugkag bn `gfcvebr nrbm
gmphbyggs ckd austbmgrscrg gxpgatgd tb hgcrk ckdnbhhbw dureko tfg sgrveag
dghevgry!Gmphbyggs nbrmch trcekeko!Austbmgrs prgvebus
gxpgregkag!Dgvectebks nrustrctebk tb
dessctesncatebk!Qareptgd vs. Wksareptgd
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Tfgctreach Mgtcpfbr!
Qgrveag drcmcs uknbhd bk cstcogsgttekos mcy afckog cspgrnbrmckag uknbhds
!Mcky sgrveag drcmcs crg teofthysareptgd, btfgrs emprbvesgd
!Nrbkt-stcog pgrsbkkgh crg helgmgm`grs bn c acst
!Helg catbrs, gmphbyggs fcvg rbhgs,mcy wgcr spgaech abstumgs, spgclrgquergd hekgs, `gfcvg ek spgaeneawcys
!Quppbrt abmgs nrbm c `calstcogprbduatebk tgcm!Austbmgrs crg tfg cudegkag
dgpgkdeko bk typg bn pgrnbrmckag,mcy `g pcssevg br catevgpcrteaepckts
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Empheactebks!Orgctgr kggd nbr
eknbrmctebk/trcekeko tbfghp austbmgrs tb pgrnbrmwghh, ogt dgsergd rgsuhts!Austbmgrs sfbuhd `g oevgk
c rgchestea sgrveag prgvegwek cdvckag bn sgrveag
dghevgry, sb tfgy fcvg cahgcr peaturg bn tfgergxpgatgd rbhg
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Ybst GkabuktgrQtcog
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Austbmgr Qctesncatebk! Qctesncatebk dgnekgd cs cttetudg-
helg judomgkt nbhhbweko c sgrveagpurafcsg br sgregs bn sgrveagektgrcatebks
! Austbmgrs fcvg gxpgatctebksprebr tb abksumptebk, b`sgrvgsgrveag pgrnbrmckag, abmpcrg ettb gxpgatctebks
! Qctesncatebk judomgkts crg `csgdbk tfes abmpcresbk!Ybsetevg desabknermctebk en `gttgr
tfck gxpgatgd!Abknermctebk en scmg cs gxpgatgd!Kgoctevg desabknermctebk en wbrsg
tfck gxpgatgd
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Austbmgr Qctesncatebk!Qctesncatebk rgnhgats
pgragevgd sgrveag quchety,preag/quchety trcdgbnns,
pgrsbkch ckd setuctebkchncatbrs
!Pgsgcraf sfbws hekls`gtwggk austbmgrsctesncatebk ckd c nermsnekckaech pgrnbrmckag
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Austbmgr Dgheoft: @gybkdsctesncatebk
!Qtrctgoea hekls gxest`gtwggk austbmgr
sctesncatebk ckd abrpbrctgpgrnbrmckag.
!Ogtteko nggd`cal durekosgrveag dghevgry fghp tb
`bbst austbmgr hbychty
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Austbmgr Dgheoft: @gybkdsctesncatebk!Pgsgcraf sfbws tfct dgheoft es
c nukatebk bn tfrggabmpbkgkts:
!Wkgxpgatgdhy feof hgvghs bnpgrnbrmckag!Crbusch (g.o., surpresg,
gxaetgmgkt)
!Ybsetevg cnngat (g.o., phgcsurg,jby, br fcppekgss)
!Es et pbsse`hg nbr austbmgrs tb`g dgheoftgd `y vgry mukdckgsgrveags2
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Tfg Nevg Demgksebks bnQgrveag Suchety
C`ehety tb pgrnbrm tfg prbmesgdsgrveag dgpgkdc`hy ckdcaaurctghy.
Lkbwhgdog ckd aburtgsy bngmphbyggs ckd tfger c`ehety tbabkvgy trust ckd abknedgkag.
Yfyseach ncaehetegs, gquepmgkt,
ckd cppgcrckag bn pgrsbkkgh.Acreko, ekdeveduchezgd cttgktebktfg nerm prbvedgs ets austbmgrs.
_ehhekokgss tb fghp austbmgrsckd prbvedg prbmpt sgrveag.
Tckoe`hgs
Pghec`ehety
Pgspbksevgkgss
Cssurckag
Gmpctfy
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! Yrbvedeko sgrveag cs prbmesgd! Dgpgkdc`ehety ek fckdheko austbmgrs
sgrveag prb`hgms
! Ygrnbrmeko sgrveags reoft tfg nerst temg! Yrbvedeko sgrveags ct tfg prbmesgd temg! Mcektcekeko grrbr-nrgg rgabrds
! Lggpeko austbmgrs eknbrmgd cs tbwfgk sgrveags wehh `g pgrnbrmgd
! Yrbmpt sgrveag tb austbmgrs! _ehhekokgss tb fghp austbmgrs! Pgcdekgss tb rgspbkd tb austbmgrs
rgqugsts
PGHEC@EHETU
PGQYBKQE^GKGQQ
! Gmphbyggs wfb ekstehh abknedgkag ekaustbmgrs
! Mcleko austbmgrs nggh scng ek tfgertrckscatebks
! Gmphbyggs wfb crg abksestgkthy aburtgbus! Gmphbyggs wfb fcvg tfg lkbwhgdog tbckswgr austbmgr qugstebks
CQQWPCKAG
! Oeveko austbmgrs ekdeveduch cttgktebk! Gmphbyggs wfb dgch wetf austbmgrs ek c
acreko ncsfebk
! Fcveko tfg austbmgrs `gst ektgrgst ct fgcrt! Gmphbyggs wfb ukdgrstckd tfg kggds bn
tfger austbmgrs
! Abkvgkegkt usekgss fburs
GMYCTFU
! Mbdgrk gquepmgkt! ^esuchhy cppgcheko ncaehetegs! Gmphbyggs wfb fcvg c
kgct, prbngssebkch
cppgcrckag! ^esuchhy cppgcheko mctgrechs
cssbaectgd wetf tfg sgrveag
TCKOE@HGQ
QGP^SWCH Cttre`utgs
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Gxgraesg 3Edgkteny Qgrveag Cttre`utgsYeal c sgrveags ekdustry `ghbw ckd `rcekstbrm 1 spgaenea rgquergmgkts bnaustbmgrs ek gcaf bn tfg nevg sgrveag quchety demgksebks. @g agrtcek tfg
rgquergmgkts rgnhgat tfg austbmgrs pbekt bn vegw.Qcmphg: Cerhekg, Ncst Nbbd, Wpsachg Pgstcurckt, Cutb Pgpcer, WKM,
Gxtgrmekctbr
Pghec`ehety:
Cssurckag:
Tckoe`hgs:
Gmpctfy:
Pgspbksevgkgss:
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Csseokmgkt 3!
Ycpgr!3. Cvceh bn cky sgrveag tfes wgglgkd. Tclg kbtgbn tfg nbhhbweko:!_fct wcs ybur sgrveag gxpgatctebks2 _fct nbr ybu
wcs cdgquctg2 _fct nbr ybu wcs/wgrg dgsergd2
!Tclg kbtg bn cky ncatbr/s tfct mcy fcvg cnngatgdybur sgrveag gxpgatctebk.
!Fbw wcs ybur sgrveag gxpgregkag2 Ded tfg sgrveaggxaggd ybur gxpgatctebk2 _grg ybu dessctesnegd2_fy2
!3 Ycog sekohg spcag Crech nbkt 30
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Csseokmgkt 0!BKHEKG!Pgcd Acsg 3. Qusck Mbkrb pcogs 450 -451!Ckswgr tfg study qugstebks
3. Edgkteny gcaf bn tfg sgrveags tfct Qusck Mukrb fcs usgd br esphckkeko tb usg. Actgobrezg tfgm caabrdeko tb tfg kcturg bn
tfg ukdgrhyeko prbagss.0. _fct kggds es sfg cttgmpteko tb sctesny ek gcaf ekstckag21. _fct prbpbrtebk bn tfgsg sgrveags: (c) ekvbhvg sghn-sgrveag,
(`) sbmg dgorgg bn austbmgr ekvbhvgmgkt wetf tfg
prbduatebk prbagss, ckd/br (a) dgpgkdgkag bk tfg sgrveag
prbvedgr2 _fgrg db ybu sgg mbrg pbtgktech nbr sghn-sgrveagckd wfct wbuhd `g tfg empheactebks nbr austbmgr ckd
supphegr2
4. _fct semehcretegs ckd denngrgkags crg tfgrg `gtwggk tfgdry-ahgckeko stbrg ckd tfg fcer schbk2 _fct abuhd gcaf