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  2. Market environment - Wikipedia

    en.wikipedia.org/wiki/Market_environment

    Market environment and business environment are marketing terms that refer to factors and forces that affect a firm's ability to build and maintain successful customer relationships. The business environment has been defined as "the totality of physical and social factors that are taken directly into consideration in the decision-making ...

  3. Consumer behaviour - Wikipedia

    en.wikipedia.org/wiki/Consumer_behaviour

    Psychological factors include an individual's motivation, attitudes, personal values, and beliefs. Social identity factors include culture, sub-culture, and reference groups. Other factors that may affect the purchase decision include the environment and the consumer's prior experience with the category or brand.

  4. Social influence - Wikipedia

    en.wikipedia.org/wiki/Social_influence

    There are three processes of attitude change as defined by Harvard psychologist Herbert Kelman in a 1958 paper published in the Journal of Conflict Resolution. [1] The purpose of defining these processes was to help determine the effects of social influence: for example, to separate public conformity (behavior) from private acceptance (personal belief).

  5. PEST analysis - Wikipedia

    en.wikipedia.org/wiki/PEST_analysis

    In business analysis, PEST analysis (political, economic, social and technological) is a framework of external macro-environmental factors used in strategic management and market research. PEST analysis was developed in 1967 by Francis Aguilar as an environmental scanning framework for businesses to understand the external conditions and ...

  6. Service climate - Wikipedia

    en.wikipedia.org/wiki/Service_climate

    Service climate is a concept rooted in the study of social climate (Social environment), describing the collective perceptions within a group regarding customer service practices, behaviors, and values. It relates to how employees view organizational priorities and standards related to customer service quality and reflects how these priorities ...

  7. Theory of planned behavior - Wikipedia

    en.wikipedia.org/wiki/Theory_of_planned_behavior

    Similarly, in a study involving mortgage clients, Bansal & Taylor (2002) [45] explored factors affecting customer service switching behavior within the context of the TPB. They identified significant interactions between perceived control and intention, perceived control and attitude, and attitude and subjective norms, all of which shaped ...

  8. Customer service - Wikipedia

    en.wikipedia.org/wiki/Customer_service

    Good quality customer service is usually measured through customer retention. Customer service for some firms is part of the firm’s intangible assets and can differentiate it from others in the industry. One good customer service experience can change the entire perception a customer holds towards the organization. [3] It is expected that AI ...

  9. Customer satisfaction - Wikipedia

    en.wikipedia.org/wiki/Customer_satisfaction

    Customer satisfaction is an ambiguous and abstract concept and the actual manifestation of the state of satisfaction will vary from person to person and product/service to product/service. The state of satisfaction depends on a number of both psychological and physical variables which correlate with satisfaction behaviors such as return and ...