Business Development

About consumer perception, it explain as process of selecting, organizing, and interpretation of information input to generate meanings, so from that definition would mean that a sensation that is received by someone through sight, feeling, hearing, smell and touch of each person will have a different perception about the same situation, because everyone will capture, organize and interpret information according to their own way.

If there is failure of services and its recovery, this perception factor is the best to understood as an issue in solving problems (problem-solving issue) that consumers faced during the service received. In addition, contact or relationships between individuals (interpersonal contact) that performed by the employee as a service provider with consumer during the restoration of services is a crucial factor to determined recovery of perception on quality of service that provided.

In other words, employees play an important role in service recovery and other negative experiences of services.

Image: api.ning.com

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Tags: Marketing Information . This entry was posted on Tuesday, March 2nd, 2010 at 8:47 am and is filed under Marketing Tips, Network Marketing, Sales. You can follow any responses to this entry through the RSS 2.0 feed. You can leave a response, or trackback from your own site.