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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]
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 ...
Perceived performance refers to a person’s perceptions of the actual performance of a product, service, or technology artifact. According to expectation confirmation theory, perceptions of performance are directly influenced by pre-purchase or pre-adoption expectations, and in turn directly influence disconfirmation of beliefs and post-purchase or post-adoption satisfaction.
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.
It is a measure of how products and services supplied by a company meet or surpass customer expectation. Customer satisfaction is defined as "the number of customers, or percentage of total customers, whose reported experience with a firm, its products, or its services (ratings) exceeds specified satisfaction goals."
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]
Expectancy–value theory has been developed in many different fields including education, health, communications, marketing and economics. Although the model differs in its meaning and implications for each field, the general idea is that there are expectations as well as values or beliefs that affect subsequent behavior.
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 ...