THE ROLE OF EMOTIONS WITHIN THE CONCEPT OF CUSTOMER DELIGHT
THE ROLE OF EMOTIONS WITHIN THE CONCEPT OF CUSTOMER DELIGHT
Author(s): Dirk MenzelSubject(s): Social Sciences, Economy, Psychology, Business Economy / Management, Individual Psychology, Personality Psychology, Organizational Psychology, Human Resources in Economy
Published by: Университет по библиотекознание и информационни технологии
Keywords: Customer Delight; Change Management; Emotions; Leadership; Organizational Learning
Summary/Abstract: Within the Western European culture especially, emotions and emotional approaches seem to be banned from business life. This results in an analytical and fact driven focus of decision making and customer approaching processes. Increasing research on the human behavior and the reasons why one offer is preferred over the other is highlighting the importance of emotions. For the customer delight concept, in which the individual should be surprised, and a long-term, unique relationship is targeted, the emotional aspect is a key factor. This influences the set-up of the direct customer interaction, the leadership style and requires constant organizational learning.
Journal: Образование, научни изследвания и иновации
- Issue Year: II/2024
- Issue No: 1
- Page Range: 12-18
- Page Count: 7
- Language: English
