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Role theory is a concept in sociology and in social psychology that considers most of everyday activity to be the acting-out of socially defined categories (e.g., mother, manager, teacher). Each role is a set of rights, duties, expectations, norms, and behaviors that a person has to face and fulfill. [1]
By understanding the latter, it is possible to design an optimal experience that meets the expectations of major customer groups, achieves competitive advantage, and supports the attainment of desired customer experience objectives. [63] Increased customer retention is another benefit of a carefully designed and executed customer experience ...
The term hype culture refers to a cultural trend within contemporary consumer culture, that corresponds to the constant search of the last "big thing". [1] This phenomenon circulates around the concept of expectation, [2] more precisely it is characterized by an attitude of excessive and positive expectations that consumers attach to products, services or technological advancements which have ...
Online customer engagement is qualitatively different from offline engagement as the nature of the customer's interactions with a brand, company and other customers differ on the internet. Discussion forums or blogs , for example, are spaces where people can communicate and socialize in ways that cannot be replicated by any offline interactive ...
In marketing and quality management, the voice of the customer (VOC) summarizes customers' expectations, preferences and aversions.. A widely used form of customer's voice market research produces a detailed set of customer wants and needs, organized into a hierarchical structure, and then prioritized in terms of relative importance and satisfaction with current alternatives. [1]
Measuring customer satisfaction provides an indication of how successful the organization is at providing products and/or services to the marketplace. "Customer satisfaction is measured at the individual level, but it is almost always reported at an aggregate level. It can be, and often is, measured along various dimensions.
The Kano model is a theory for product development and customer satisfaction developed in the 1980s by Noriaki Kano.This model provides a framework for understanding how different features of a product or service impact customer satisfaction, allowing organizations to prioritize development efforts effectively.
Antipositivism (or Interpretive sociology) is a theoretical perspective based on the work of Max Weber, proposes that social, economic and historical research can never be fully empirical or descriptive as one must always approach it with a conceptual apparatus.