Sign Up Now
Get instant access to over 1 million+ study documents
OR
Already registered? click here to login
By creating your account, you agree to our terms of service, privacy policy and student honor code.
Perception of Customer Behavior
The Psychological State of Consumer Behavior
The psychological state of the customer plays an important part in determining the consumer satisfaction. The perception and behavior of the consumer has an impact on the service climate as well as customer perception of service equality. According to Benjamin Schneider, Suzan White and Michelle Paul in the journal of applied psychology (Schneider, White & Paul, 1998), a given set of foundation issues that usually holds up employee work and service worth is conceptualized as essential cause of a climate for service. The climate for service is also reflected in the customer services. A cutthroat international competition, slower growth and mature markets characterize the current environment for many businesses organizations. Therefore, various organizations are making the perceptions of customers of quality of service a priority to in order to stay competitive and retain customers.
Apparently, it is relatively less expensive to keep a current customer than to get a new one. The bottom line is that a person who holds positive perceptions regarding quality of services of an organization is likely remain loyal as customer of that particular organization. Such a customer will be reluctant to quit from being an esteemed customer of that organization. The retention of a customer always yields numerous benefits. Benjamin Schneider defined climate as the summary perception that bank customers have of their bank. However, Schneider conceptualized perceived climate as an intervening variable-basically a summary perception that is based on specified events related to service but foregoing customer account switching. Additionally, Schneider and Bowen (1985) believed that the differences in the organizational dynamics that exist between the manufacturing and service enterprises which recently received attention in organizational behavior (OB) and Marketing literatures....
The former primarily emphasizes on implications of structuring of organizations to ease delivery of services, which are less tangible but requiring greater participation from the consumers in the production of what they receive. The latter is mainly concerned with establishing how the defining characteristics of services would require different kinds of strategies for marketing services as opposed to those used for goods.
Therefore, this paper will mainly focus on the influence that perception and behavior of consumer has on service climate and service quality. In essence, service climate and the quality of service have great influence on consumer perception about a business enterprise. Customer perception in relation to service quality and climate is exhaustively discussed based on the major five published and peer-reviewed articles. The basis of the discussion will be examining the various types of service climate and service quality, the research methodology used in the perception findings and the implication of consumer behavior in both practical and theoretical terms.
The Scope and Objectives of the Paper
Scope of this paper
Specifically focus on the customers' perception which has an impact on service climate and service quality.
The journal articles employed both the quantitative and qualitative method.
The primary focus of the paper is analyzing the impact of perception on service climate as well as service quality
Providing the existed theories and implications of perception on the psychological state of the behavior of a consumer with reference to the published scholarly articles
Objectives of these journal articles
The key objective of the journal articles is to examine and analyze the impact of perceptions on consumer behavior, which in relation to the service climate and service quality affect the purchasing behavior…
References
Hoyer, W.D., & MacInnis, D.J. (2008). Consumer behavior. Mason, OH: South-Western.
Kardes, F.R., Cronley, M.L., & Cline, T.W. (2011). Consumer behavior. Mason, OH: South-
Western, Cengage Learning.
Tesco, the largest UK company, employs 260,000 people. This corporation has global aspirations and has come a long way in a relatively short period of time" (2003, p. 3). According to the company's promotional literature, the employment figure for 2003 has almost doubled today, as shown in Table 1 below. Table 1 Current Key Figures for Tesco Category Statistic Staff worldwide 472,000 Staff in the UK 287,669 Stores worldwide 5,008 Total stores in the UK 2,545 Extra 13 Homeplus Superstore Metro Express OneStop Number of markets 14 Which markets China, Czech Republic, Hungary,
However, simply hiring more people is only a part of the solution; in addition, these new employees, as well as current employees need additional training in order to allow them to serve customers more rapidly and in a more friendly manner. These goals should be tied to a compensation/bonus program for employees if the levels of customer satisfaction in the areas of improvement are enhanced. By doing so, the
As the authors note the study utilizes more reflective constructs rather than formative (Hsu et al., 140). KBCP is measured through ease of navigation of the KB and other similar questions. SSE refers to the problem solving experiences of customers through independent use. PA is operationalized as "possible factors for customers to select a certain brand" (Hsu et al., 140). The other dependent variable PI is measured through would
Banking and financial services includes such firms as investment banks, commercial banks, brokerage firms, and credit card institutions. The common it pulse throughout the daily operations of these organizations involves utilizing systems to communicate between branches and subsidiaries, establishing operations throughout the world, communicating with the end customer in order to facilitate transactions, and analyzing customer and market attributes in order to reduce uncertainties in such aspects as pricing
Perception, Personality and Individual Differences and Ethics The following pages focus on analyzing three articles on perception, personality, and individual differences and ethics. These issues were selected because of their importance to human interrelationships, influence on human behavior, and importance on communication. In order to understand how these concepts can be efficiently used, it is important to study articles that explain the processes behind these concepts, how they work, and how
Customer Relationship Management Over the last several years, customer relationship management (CRM) has become an area which is helping firms to reduce costs and increase productivity. This is because it is focusing on offering small, medium and large sized businesses with number of solutions to streamline their operations. While at the same time, they are utilizing technology to integrate various solutions together. The most notable include: technical support, sales, marketing and