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Customer delight means surprising a customer by exceeding their expectations and thus creating a positive emotional reaction. This emotional reaction leads to word of mouth. Customer delight directly affects the sales and profitability of a company, as it helps to distinguish the company and its products and services from the competition.
The term ex-ante (sometimes written ex ante or exante) is a New Latin phrase meaning "before the event". [1]In economics, ex-ante or notional demand refers to the desire for goods and services that is not backed by the ability to pay for those goods and services.
A thesaurus (pl.: thesauri or thesauruses), sometimes called a synonym dictionary or dictionary of synonyms, is a reference work which arranges words by their meanings (or in simpler terms, a book where one can find different words with similar meanings to other words), [1] [2] sometimes as a hierarchy of broader and narrower terms, sometimes simply as lists of synonyms and antonyms.
Quality planning is implemented as a means of "developing the products, systems, and processes needed to meet or exceed customer expectations." [1] This includes defining who the customers are, determining their needs, and developing the tools (systems, processes, etc.) needed to meet those needs.
[9] For workplace overachievers, "completing tasks above and beyond expectations provides the same physical and mental high as a drug." However, managers need to deal with the negative side of the overachiever personality: the overachiever employee may "set unrealistic expectations, work insane hours, and take risks to succeed at any cost ...
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.
When perceptions exceed expectations then service quality is high. The model of service quality identifies five gaps that may cause customers to experience poor service quality. In this model, gap 5 is the service quality gap and is the only gap that can be directly measured.
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."