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Intangibility refers to the lack of palpable or tactile property making it difficult to assess service quality. [1] [2] [3] According to Zeithaml et al. (1985, p. 33), “Because services are performances, rather than objects, they cannot be seen, felt, tasted, or touched in the same manner in which goods can be sensed.” [4] As a result, intangibility has historically been seen as the most ...
The track of scientific research around employee recognition and motivation was constructed on the foundation of early theories of behavioral science and psychology. [3] The earliest scientific papers on employee recognition have tended to draw upon a combination of needs-based motivation (for example, Hertzberg 1966; Maslow 1943) theories and reinforcement theory (Mainly Pavlov 1902; B.F ...
According to social psychologist Milton Rokeach, human values are defined as “core conceptions of the desirable within every individual and society. They serve as standards or criteria to guide not only action but also judgment, choice, attitude, evaluation, argument, exhortation, rationalization, and…attribution of causality.” [6] In his 1973 publication, Rokeach also stated that the ...
Psychological evaluation is a method to assess an individual's behavior, personality, cognitive abilities, and several other domains. [ a ] [ 3 ] A common reason for a psychological evaluation is to identify psychological factors that may be inhibiting a person's ability to think, behave, or regulate emotion functionally or constructively.
Traditional psychology benefited from the creation of DSM, as it provided researchers and clinicians with the same set of language from which they could talk about the negative. As a first step in remedying this disparity between tradition and positive psychology, Peterson and Seligman set out to identify, organize, and measure character.
Service quality (SQ), in its contemporary conceptualisation, is a comparison of perceived expectations (E) of a service with perceived performance (P), giving rise to the equation SQ = P − E. [1] This conceptualistion of service quality has its origins in the expectancy-disconfirmation paradigm.
Value theory is the interdisciplinary study of values.Also called axiology, it examines the nature, sources, and types of values.Primarily a branch of philosophy, it is an interdisciplinary field closely associated with social sciences like economics, sociology, anthropology, and psychology.
In those cases where problems are not immediately resolved and complaints are filed, a company's complaint handling procedures are also likely to affect customer's ultimate evaluation of product and service quality. Some of these variables reflect differing personal standards of acceptable service, while others can be measured quite objectively.