Prime time: The strategic use of subconscious priming to enhance customer satisfaction

Robert C. Ford

Business Horizons, 2014, vol. 57, issue 2, 269-277

Abstract: A growing body of work explores how priming goals in the subconscious can improve employee productivity. Likewise, practitioners and scholars are seeking strategies and techniques for improving customer effectiveness in performing the roles they play as partial employees in their service experiences. The purpose of this article is to present the rationale and logic underlying subconscious goal setting, its application for improving customers’ success in their service experiences, a proposed typology of priming cues to illustrate how customers’ time spent waiting can be used to enhance their ability to successfully perform their co-production roles, and strategies organizations can use to improve customers’ performance in obtaining their expected service experience.

Keywords: Subconscious priming; Customer; Co-production; Service experience (search for similar items in EconPapers)
Date: 2014
References: View references in EconPapers View complete reference list from CitEc
Citations: View citations in EconPapers (1)

Downloads: (external link)
http://www.sciencedirect.com/science/article/pii/S0007681313002085
Full text for ScienceDirect subscribers only

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:eee:bushor:v:57:y:2014:i:2:p:269-277

DOI: 10.1016/j.bushor.2013.11.010

Access Statistics for this article

Business Horizons is currently edited by C. M. Dalton

More articles in Business Horizons from Elsevier
Bibliographic data for series maintained by Catherine Liu ().