HTH 102 Lecture Notes - Lecture 7: Take The High Road, Employee Engagement, Zappos
6 Mar 2016
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People see it as a whole and not one element. Signs, symbols and artifacts b: moderators and responses. Key to effective service design is how well each individual dimensions fits together with everything else. How can psychological factors influence customer assessments of service experiences. Designing for emotions: tracking emotions appraisal theory. Five factors cause us to experience an emotion. Change in outcome improves our situation or makes it worse. The new outcome is associated with a penalty or reward. The new outcome is certain or just a possibility. The casual event is significant or powerful, and its resultant change difficult to cope with e. g. You are responsible for the event and incumbent change; alternatively, an outside agency is responsible for the event and change. Use the appraisal theory to systematically analyze customer-facing processes, and anticipate customer emotions = emotionprints. Control and decision making o o o o o o o o. Prescribe the attitude for employees during moments of truth.
