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Generation gap. A generation gap or generational gap is a difference of opinions and outlooks between one generation and another. These differences may relate to beliefs, politics, language, work, demographics and values. [ 1] The differences between generations can cause misunderstandings, but it is possible for generations to overcome their ...
Customer experience. Customer experience, sometimes abbreviated to CX, is the totality of cognitive, affective, sensory, and behavioral customer responses during all stages of the consumption process including pre-purchase, consumption, and post-purchase stages. [ 1][ 2][ 3]
The Strauss–Howe generational theory, devised by William Strauss and Neil Howe, describes a theorized recurring generation cycle in American history and Western history. According to the theory, historical events are associated with recurring generational personas (archetypes). Each generational persona unleashes a new era (called a turning ...
Service quality. Service quality ( SQ ), in its contemporary conceptualisation, is a comparison of perceived expectations (E) of a service with perceived performance (P), giving rise to the equation SQ = P − E. [ 1] This conceptualistion of service quality has its origins in the expectancy-disconfirmation paradigm. [ 2]
Customer support is a range of consumer services to assist customers in making cost-effective and correct use of a product. [ 9] It includes assistance in planning, installation, training, troubleshooting, maintenance, upgrading, and disposal of a product. [ 9] These services may even be provided at the place in which the customer makes use of ...
e. Consumer behaviour is the study of individuals, groups, or organisations and all the activities associated with the purchase, use and disposal of goods and services. Consumer behaviour consists of how the consumer 's emotions, attitudes, and preferences affect buying behaviour. Consumer behaviour emerged in the 1940–1950s as a distinct sub ...
Business and economics portal. v. t. e. CRM is a process in which a business or other organization administers its interactions with customers, typically using data analysis to study large amounts of information. [ 1] CRM systems compile data from a range of different communication channels, including a company's website, telephone (which many ...
Customer engagement is an interaction between an external consumer/customer (either B2C or B2B) and an organization (company or brand) through various online or offline channels. [citation needed] According to Hollebeek, Srivastava and Chen (2019, p. 166) S-D logic-Definition of customer engagement is "a customer’s motivationally driven ...