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Conformance refers to the degree to which a certain product meets the customer's expectations. Special features or extras are additional features of a product or service. An example of extras could be free meals on an airplane or Internet access for a TV. Aesthetics refer to a product's looks, sound, feel, smell, or taste.
Of these, there is an argument that only forecast expectations are true expectations. Yet, the SERVQUAL instrument appears to elicit ideal expectations. [22] Note the wording in the questionnaire in the preceding figure which grounds respondents in their expectations of what excellent companies will do. Subtle use of words can elicit different ...
Since the pandemic, “everyone has gotten used to blending work and life in a new way,” Linda Jingfang Cai, VP of talent development at LinkedIn, told Fortune. “We ask each other how they ...
Transformational leaders are described as holding positive expectations for followers and believing that they can do their best. As a result, they inspire, empower, and stimulate followers to exceed normal performance levels. Transformational leaders also care about their followers' needs and development. [15]
In time management, gold plating is the phenomenon of working on a project or task past the point of diminishing returns.. For example, after having met a project's requirements, the manager or the developer works on further enhancing the product, thinking that the customer will be delighted to see additional or more polished features, beyond that which what was asked for or expected.
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.
A valuation of planned work, called planned value (PV) or budgeted cost of work scheduled (BCWS) Pre-defined "earning rules" (also called metrics) to quantify the accomplishment of work, called earned value (EV) or budgeted cost of work performed (BCWP) Actual Cost which is also known as Actual Cost of Work Performed (ACWP) [6]
The Pygmalion effect is a psychological phenomenon in which high expectations lead to improved performance in a given area and low expectations lead to worse performance. [1] It is named after the Greek myth of Pygmalion , the sculptor who fell so much in love with the perfectly beautiful statue he created that the statue came to life.