زمان نخست: استفاده استراتژیک از آماده سازی ناخودآگاه به منظور افزایش رضایت مشتری
|کد مقاله||سال انتشار||مقاله انگلیسی||ترجمه فارسی||تعداد کلمات|
|39872||2014||9 صفحه PDF||سفارش دهید||6085 کلمه|
Publisher : Elsevier - Science Direct (الزویر - ساینس دایرکت)
Journal : Business Horizons, Volume 57, Issue 2, March–April 2014, Pages 269–277
A growing body of work explores how priming goals in the subconscious can improve employee productivity. Likewise, practitioners and scholars are seeking strategies and techniques for improving customer effectiveness in performing the roles they play as partial employees in their service experiences. The purpose of this article is to present the rationale and logic underlying subconscious goal setting, its application for improving customers’ success in their service experiences, a proposed typology of priming cues to illustrate how customers’ time spent waiting can be used to enhance their ability to successfully perform their co-production roles, and strategies organizations can use to improve customers’ performance in obtaining their expected service experience.