Customer confidence: the development of a “pre‐experience” concept
Customer confidence: the development of a “pre‐experience” concept
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客户信心：“预体验”概念的发展
DOI：
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发表时间：
2005
期刊：
影响因子：
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通讯作者：
D. Talbot
中科院分区：
文献类型：
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作者：
P. Flanagan;R. Johnston;D. Talbot
目的-本文的目的是更好地理解“信心”的概念，评估其与客户接触的关系，并确定在一个重要的组织中，许多人可能只有有限的接触的“信心”的维度和触发因素。设计/方法/方法-这项研究是由英国北安普敦郡警察局委托进行的，并以该地区焦点小组收集的数据为基础。这些团体被分为个人谁有限的接触与警方和个人谁与警方的创伤性交易（例如，已被严重犯罪的受害者）。结果-研究结果支持早期的研究表明，有一个下降的信心与警方接触后。对讨论的分析揭示了信心的四个关键方面（即什么使人们感到自信）。还确定了几种类型的信心触发器，其中一些警察有控制权，接触前，接触期间和...
Purpose – The purpose of this paper is to better understand the concept of “confidence”, to assess its relationship with customer contact and to identify the dimensions and triggers of “confidence” in an important organisation with which many people may have only limited contact.Design/methodology/approach – The research was commissioned by the Northamptonshire Police in the UK and was based on data collected through focus groups held in the area. The groups were split into individuals who had limited contact with the police and individuals who had traumatic dealings with the police (e.g. had been the victim of a serious crime).Findings – The findings supported earlier research which suggested that there was a fall in confidence after contact with the police. The analysis of the discussions revealed four key dimensions of confidence (i.e. what made people feel confident). Several types of confidence triggers were also identified, over some of which the police have control, pre‐contact, during contact and ...