Marketing Academics and Consultants Jeffrey Rayport and Bernie Jaworski Believe

question 134

Essay

Marketing academics and consultants Jeffrey Rayport and Bernie Jaworski believe that to deliver high levels of customer-perceived value,any customer-service interface should excel on four dimensions.Define the term "customer-service interface" and identify the four dimensions on which it should excel.

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Definitions:

Cognitive Psychology

A branch of psychology that explores internal mental processes such as problem solving, memory, learning, and language.

Behaviorism

A theoretical orientation based on the premise that scientific psychology should study only observable behavior, emphasizing the effects of environment on behavior.

Logical Evaluation

The process of examining statements, hypotheses, or arguments critically and systematically using reasoning and logic to assess their validity or soundness.

Reason

The mental capacity of an individual to apply logic in analyzing and solving problems, and in making decisions or forming judgments.