Přehled o publikaci
2021
On pre-emptive customer satisfaction management: Setting and adjusting aspirational customer expectations
ŠTRACH, PavelBasic information
Original name
On pre-emptive customer satisfaction management: Setting and adjusting aspirational customer expectations
Authors
ŠTRACH, Pavel
Edition
Marketing Science & Inspirations, Bratislava, Slovenská republika, Universita Komenského v Bratislave, Fakulta managementu, 2021, 1338-7944
Other information
Language
English
Type of outcome
Article in a journal
Field of Study
50200 5.2 Economics and Business
Country of publisher
Slovakia
Confidentiality degree
is not subject to a state or trade secret
References:
Organization
Škoda Auto Vysoká Škola o.p.s. – Repository
Keywords in English
consumption behaviour; customer satisfaction; behavioral economics
Tags
International impact, Reviewed
Changed: 24/9/2024 06:31, Barbora Dobrá
Abstract
V originále
The theory of disconfirmation, which underlies all current approaches to customer satisfaction, is celebrating its fiftieth anniversary in 2021. However, the development of behavioural economics, behavioural needs, psychology and especially technology offers an opportunity to proactively change the view of the resulting customer satisfaction. In the same way that the current operational review is currently dealing with a particular emphasis on predictive maintenance, consumption behaviour should also address predictive customer satisfaction management.
