States or conditions that are 1.) essential to the physical or psychological well-being of a customer and that 2.) are pivotal factors which shape what customers desire in a service are known as .

PERSONAL NEEDS are states or conditions that are essential to the physical or psychological well-being of a customer.

Personal needs can be said to be the requirements of an individual including food, clothing and shelter. Personal needs enables a person decide whether to spend money or not.

Physical, social, psychological, functional are pivotal factors which shape what customers desire in a service.

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