Research Requirement - Essay Example

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Research requirement Conducting a research of customers assists organizations and firms to upgrade their performance and advance their marketing tactics by comprehending issue like psychology of the way a consumer reason, analyses things, think, and preference among various alternatives such as products and services…
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Research Requirement
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"Research Requirement"

In this particular essay, three scholarly articles that have employed human subjects in the research will be discussed with an aim of explaining how human subjects were incorporated in the research and how human subjects provided insight on how consumers think. In the article, concerning consumer compliant behavior human subjects were used to bring out the concept of how consumers respond to products and services that do not satisfy them to their expectations. The article tries to extrapolate how employees and the management can handle negative critics given by consumers when they are not satisfied (Tronvoll, 2007). This article incorporates four narratives involving human subjects concerning the service industry in different scenarios representing various sectors. Human subject in the narratives reacts after interacting with the services and evaluating their use-in-value. According to the article, consumer-complaining behavior has been perceived as a post-purchase practice that takes place because of customers being dissatisfied (Tronvoll, 2007). ...
The feedback a customer gives concerning a service offered allows the service providers to see through the mind of the customer (Tronvoll, 2007). If a service offered is not up to standard, a customer will be forced to behave in a certain manner triggered by insufficiency of the service he or she is receiving. The feedback a customer gives can be in different forms, a customer may choose to exit the mutual relationship with the service provider, give a word-of-mouth negative comment, use a third party to raise the complaint, or seek a redress. Customer complaints have an advantage in that it allows the service provider to analyze the feedback and arrange a dialogue with the concerned customer as a process of adjusting modes of service delivery. This undertaking assists the provider to cover-up for the frustrations of the customer straight away after a negative feedback (Tronvoll, 2007). Listening to the mind of the customers facilitates better service delivery and avoids future negative comments. The service recovery undertaking facilitates a continuation of customer to service provider relationship. The second article entitled “customer research not market research,” focuses on means that a supplier or a business firm employs to ensure satisfaction of both the customer and the employees. Human subjects in this article are used to bring out the aspect of competitiveness existing in the world market (Pruden & Vavr, 2000, p. 8). Businesses and supplies have the mandate to ensure that their customers feel comfortable using their products at the same time making their employees feel appreciated. This particular article advocates for customer research rather than market research. The article stipulates that Read More
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