The psychology of customer care: a revolutionary approach
Gespeichert in:
| 1. Verfasser: | |
|---|---|
| Format: | Buch |
| Sprache: | Undetermined |
| Veröffentlicht: |
Basingstoke u.a.
Macmillan
1992
|
| Ausgabe: | 1. publ. |
| Schlagworte: | |
| Online-Zugang: | Inhaltsverzeichnis |
| Beschreibung: | XVI, 274 |
| ISBN: | 0333557697 |
Internformat
MARC
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| 245 | 1 | 0 | |a The psychology of customer care |b a revolutionary approach |c James J. Lynch |
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Datensatz im Suchindex
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|---|---|
| adam_text | Contents
List of Figures and Tables xii
Preface xv
PART I THE CONSCIOUS ELEMENTS OF CUSTOMER
CARE PSYCHOLOGY
1 From Total Quality to Total Care 3
1.1 Introduction 3
1.2 Total Quality 3
1.3 Total Care 6
1.4 Total Care and the Customer 8
1.5 Total Care and the Environment 12
1.6 Total Care and the Local Community 12
1.7 Total Care and Ethics 13
1.8 Conclusion 14
2 New Thinking About New Customers 16
2.1 Introduction 16
2.2 The Growing Role of Service Industries 17
2.3 Customer Care Psychology: The Basic Model 19
2.4 New Social Values and Viewpoints 21
2.5 The Psychological Make up of Customers 25
2.6 The Arenas of Customer Satisfaction 31
2.7 Conclusion 43
3 Customer Life stages 45
3.1 Introduction 45
3.2 Childhood 46
3.3 Youth 48
3.4 Young Adulthood 52
3.5 Mature Adulthood 54
3.6 Middle Age 56
3.7 Young Old Age 56
3.8 Old Old Age 58
3.9 Conclusion 59
vii
viii Contents
4 Influencing Customer Choice 61
4.1 Introduction 61
4.2 Psychic Added value 63
4.3 Shaping Customers Psychology 68
4.4 Service Encounters 73
4.5 Customer Care Skills 75
4.6 Customer Psychology Chains 76
4.7 The Colour of Customer Care 86
4.8 Colour Support for Services and Products 87
4.9 Other Uses of Colour 87
4.10 Conclusion 90
5 Managing Customer Care 91
5.1 Introduction 91
5.2 Mission 91
5.3 Strategies 93
5.4 Competitive Quality 93
5.5 Corporate Quality 95
5.6 Building the Service Quality System 96
5.7 Developing the Service Vision 97
5.8 Determining the Vision Reality Gap 97
5.9 Practices for Optimising Customer Satisfaction 99
6 Traditional Approaches to Time and Customer Care 107
6.1 Introduction 107
6.2 Brain Time 107
6.3 Social Time 108
6.4 Operating Time 110
6.5 Target Time 112
6.6 Time as a Service 112
6.7 Service Rhythms 114
6.8 Seasonal Rhythms 115
6.9 Daily Rhythms 115
6.10 Individual Rhythms 116
6.11 Rhythm Pacing 116
6.12 Conclusion 118
Contents ix
PART II THE SUBCONSCIOUS ELEMENTS OF CUSTOMER
CARE PSYCHOLOGY
7 Time What Every Customer Wants 123
7.1 Introduction 123
7.2 The Building Blocks 124
7.3 Dominant Life needs 126
7.4 The Development of Global Time 130
7.5 The Impact of the Church 130
7.6 The Impact of Industry 131
7.7 Conclusion 133
8 Customer Care Time shaping 135
8.1 Introduction 135
8.2 Time diversion 135
8.3 Time compressing 137
8.4 Time layering 139
8.5 Time contraflows 141
8.6 Entertainment in the Air An Example of
Time shaping 142
9 The Customer Time Care Agency Business 144
9.1 Introduction 144
9.2 Time compressing Agencies 144
9.3 Time smoothing Agencies 145
9.4 Time substituting Agencies 147
9.5 Conclusion 148
10 The Life style Time zones 154
10.1 Introduction 154
10.2 Family Time zone 158
10.3 Leisure Time zone 16*
10.4 Private Time zone 163
10.5 Ritual Time zone 168
10.6 Survival Time zone 170
10.7 Waiting Time zone 172
10.8 Worship Time zone 174
10.9 Conclusion 175
x Contents
11 The Life work Time zones 177
11.1 Introduction 177
11.2 Travel Time zone 177
11.3 Distinctive Characteristics of the Travel Time
zone 180
11.4 Caring for Negative Travel Time states 182
11.5 A Customer Time care Analysis of Airlines 184
11.6 Work Time zone 189
11.7 Work Services and Products 189
11.8 Time Products and Services 192
11.9 Time Recurring Products and Services 194
11.10 Life time Extending Products and Services 195
11.11 Time plexing 196
11.12 Time compressing Products and Services 196
11.13 Time displacing Products and Services 196
11.14 Time enhancing Products and Services 197
11.15 Provisioning Time zone 198
11.16 Supermarkets 198
11.17 Department Stores 201
11.18 Home Shopping 202
11.19 Positive and Negative Provisioning Time states 203
11.20 Communications Time zone 205
11.21 Mobile Communications 205
11.22 Instant Data 209
11.23 Simulating Reality 210
11.24 Automating Customer time care 211
11.25 Conclusion 212
12 Two Passage of Time zones The Chronological and
the Durable 213
12.1 Introduction 213
12.2 The Chronological Time zone 213
12.3 Designing a Time Package 216
12.4 The Durability Time zone 220
12.5 New Concepts of Durability 222
12.6 Conclusion 222
I
i
Contents xi
13 The Biological Time zone 224
13.1 Introduction 224
13.2 Positive Biological Time states 224
13.3 Negative Biological Time states 228
13.4 The Business Implications of the Biological
Time zone 230
13.5 Conclusion 233
14 The Benefits of the Customer time care Approach 235
14.1 Introduction 235
14.2 Caring for Time/Time for Caring 235
14.3 A New Paradigm 236
14.4 Opportunities in the Psychic Time zones 236
14.5 Opportunities to Compete with Time 237
Appendix: Putting the Concepts to Work 245
Glossary 263
Bibliography 268
Index 269
List of Figures and Tables
Figures
2.1 The basic model 20
2.2 Arenas of customer satisfaction 31
2.3 Customer satisfaction assessment 42
3.1 Customer life cycle (idealised) 59
5.1 The main components of a service quality system 92
7.1 Global time 134
10.1 Family time states 159
10.2 Leisure time states 162
10.3 Private time states 164
10.4 Ritual time states 169
10.5 Survival time states 171
10.6 Waiting time states 173
10.7 Worship time states 176
11.1 Travel time states 181
11.2 Work time states 190
11.3 Provisioning time states 199
11.4 Communications time states 206
12.1 Chronological time states 214
12.2 Durability time states 221
13.1 Biological time states 225
Tables
2.1 Services industries and the environment 26
2.2 Coping with common anxieties of customers 40
4.1 Physical and psychological needs of customers 64
4.2 Standard satisfiers, satisfier boosters and dissatisfiers 66
4.3 Preventing annoyance becoming victimisation 67
4.4 Major influences on customer care psychology 69
4.5 Expressions of feelings describing service encounters 74
4.6 How to recover a poor customer care situation 75
4.7 Customer care skills 77
4.8 How to select the appropriate customer care skill 81
4.9 The use of colour in service encounters 88
xii
List of Figures and Tables xiii
5.1 Management practices for optimising customer
satisfaction 100
6.1 Advertisements using time as a selling aid 119
9.1 Examples of time agencies 149
10.1 Customers concepts of time 155
11.1 Customer time care perception shapers 178
11.2 Types of time products and services 193
14.1 Customer time care opportunities in the 1990s 238
14.2 New markets for customer time care 239
14.3 World wide trends affecting perceptions and
priorities 242
14.4 Future trends influencing time shapers 243
v
|
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| spelling | Lynch, James J. Verfasser aut The psychology of customer care a revolutionary approach James J. Lynch 1. publ. Basingstoke u.a. Macmillan 1992 XVI, 274 txt rdacontent n rdamedia nc rdacarrier Verbraucherforschung (DE-588)4187567-9 gnd rswk-swf Psychologie (DE-588)4047704-6 gnd rswk-swf Verbraucherforschung (DE-588)4187567-9 s Psychologie (DE-588)4047704-6 s DE-604 HBZ Datenaustausch application/pdf http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=003497067&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA Inhaltsverzeichnis |
| spellingShingle | Lynch, James J. The psychology of customer care a revolutionary approach Verbraucherforschung (DE-588)4187567-9 gnd Psychologie (DE-588)4047704-6 gnd |
| subject_GND | (DE-588)4187567-9 (DE-588)4047704-6 |
| title | The psychology of customer care a revolutionary approach |
| title_auth | The psychology of customer care a revolutionary approach |
| title_exact_search | The psychology of customer care a revolutionary approach |
| title_full | The psychology of customer care a revolutionary approach James J. Lynch |
| title_fullStr | The psychology of customer care a revolutionary approach James J. Lynch |
| title_full_unstemmed | The psychology of customer care a revolutionary approach James J. Lynch |
| title_short | The psychology of customer care |
| title_sort | the psychology of customer care a revolutionary approach |
| title_sub | a revolutionary approach |
| topic | Verbraucherforschung (DE-588)4187567-9 gnd Psychologie (DE-588)4047704-6 gnd |
| topic_facet | Verbraucherforschung Psychologie |
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