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Service clues and customer assessment of the service experience: lessons from marketing
Because customers' assessment of services is based on performance rather than objects, they rely on the numerous clues that are embedded in performance when choosing services and evaluation service experiences. Indeed, it is often small clues that influence a customer's overall perception of an experience. Customers form perceptions based on the technical performance of the service (functional clues), the tangibles associated with the service (mechanic clues), and the behavior and appearance of service providers (humanic clues). Functional, mechanic and humanic clues play specific roles in crating the customer's service experience, influencing both rational and emotional perceptions of service quality. Clearly and consistent designing and orchestrating clues is a critical management responsibility; businesses need to be "clue conscious" and add "clue management" to their job descriptions..Printed
Ketersediaan
| Call Number | Location | Available |
|---|---|---|
| AMP2002 | PSB lt.dasar - Pascasarjana | 1 |
| Penerbit | Briarcliff Manor, NY: Academy of Management 2006 |
|---|---|
| Edisi | Vol. 20, No. 2, May, 2006 |
| Subjek | Service quality Customer Satisfaction Customer Experience Brand differentiation emotional perceptions clue management clues |
| ISBN/ISSN | 15589080 |
| Klasifikasi | NONE |
| Deskripsi Fisik | 15 p. |
| Info Detail Spesifik | Academy of Management Perspectives |
| Other Version/Related | Tidak tersedia versi lain |
| Lampiran Berkas |