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Customer Journey Maps are good storytelling conduits – they communicate to the brand the journey, along with the emotional quotient, that the customer experiences at every stage of the buyer journey. Customer journey maps take into account people's mental models (how things should behave), the flow of interactions, and possible touchpoints.
Personal practice model (social work) A Personal practice model (PPM) is a social work tool for understanding and linking theories to each other and to the practical tasks of social work. Mullen [1] describes the PPM as “the art and science of social work”, or more prosaically, “an explicit conceptual scheme that expresses a worker's view ...
Human services. Human services is an interdisciplinary field of study with the objective of meeting human needs through an applied knowledge base, focusing on prevention as well as remediation of problems, and maintaining a commitment to improving the overall quality of life of service populations. [1] The process involves the study of social ...
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]
The servicescapes model is an applied stimulus-response model where the application is specific to the service sector. The model was developed by US academic, Mary Jo Bitner in 1990. It is heavily influenced by a branch of social science known as environmental psychology. In services marketing, the servicescapes model has become the dominant ...
v. t. e. Customer relationship management ( 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 ...
Customer support. 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 ...
Community practice also known as macro practice or community work is a branch of social work in the United States that focuses on larger social systems and social change, and is tied to the historical roots of United States social work. [1] The field of community practice social work encompasses community organizing and community organization ...