1. Purchase
2. Outcomes
3. dissasisfied
3.1. Consumer writes her story on social media, the companies wall, and also negative trip advisor review and aims to get compnesation for service failure
4. Satisfied
4.1. Customer posts positive pictures and comments on social media,
4.2. Believe that they have had a good time, positive attitude about the company and intention to use again
5. Friends reply back with destinations of interest
5.1. consumer has total set
5.1.1. awareness set through reccomendations from friends on facebook
5.1.1.1. consumer goes onto website to create a considerations set looking at flight times, price, dates, hotels
5.1.1.1.1. consumer seeks E-WOM by visiting trip advisor to seek p2p reviews of a choice set of hotels and destinations
6. customer has made decision for her and her partner 5* all inclusive resort in Barbados
7. problem recognition stage
7.1. Input stimuli, marketer dominated, email from Thomson #100 off winter holidays with code winterfun100 -
7.1.1. Consumer introduced to exposure. Customer wants offers and deals, as well as inspiration from TUI Via immersive and persoanlised content
7.1.1.1. attention of customer and emtion state achieved
7.1.1.1.1. acceptance of a holiday is needed
8. Search
8.1. Internal search begins from past experiences
8.1.1. New desintation need realised
8.1.1.1. facebook to ask friends where is nice to go in janruary some where hot
9. Evaluation of alternatives
9.1. Customer utlises comaprison websites such as sky scanner, expedia, air bnb and too see cheaper alternatives
9.1.1. Customer reads reviews to ensure the company is reputable
9.1.1.1. Customer sees if travelling on a different day makes it any cheaper
9.1.1.1.1. customer looks at room upgrades and flight / holiday upgrades to see if it fits in with the customers budget