Experience Psychology Research

Colin Shaw, Qaalfa Dibeehi and Steven Walden
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Colin Shaw: Beyond Philosophy
Qaalfa Dibeehi: Beyond Philosophy
Steven Walden: Beyond Philosophy

Chapter 3 in Customer Experience, 2010, pp 31-54 from Palgrave Macmillan

Abstract: Abstract Business research is a little bit like “the tail wagging the dog.” Because it’s easy to measure the rational, conscious side of an experience through customer satisfaction surveys and the like, it must therefore be true that people do indeed make decisions rationally. Yet, no matter how hard researchers try, eventually even they must admit that rationality alone fails to predict adequately how people actually behave.

Keywords: Implicit Association Test; Customer Experience; Emotional Signature; Repertory Grid; Information Board (search for similar items in EconPapers)
Date: 2010
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Persistent link: https://EconPapers.repec.org/RePEc:pal:palchp:978-0-230-29177-5_3

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DOI: 10.1057/9780230291775_3

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