What Is the Role of Research in Managing Customer Experience

question 21

Essay

What is the role of research in managing customer experience? List the ways in which customer satisfaction might be measured and discuss the advantages and disadvantages of each.

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Definitions:

Congruency

In Carl Rogers's humanistic psychology, it refers to the alignment or consistency between an individual's self-concept and their experiences in reality.

Rogers's Concept

A psychological approach developed by Carl Rogers, centered on the idea of self-actualization and the importance of unconditional positive regard, empathy, and genuine interactions in personal development.

Existential Analytic Theory

A branch of psychology and psychotherapy that focuses on exploring the existential and philosophical dimensions of human experience, emphasizing autonomy, freedom, and the search for meaning.

Human Dilemma

A term that refers to the inherent challenges and existential conflicts faced by humans, such as the search for meaning and the inevitability of death.