The customer’s confidence in the organization then increases. Trust is when the customer assumes, without clear evidence, that the behavior of the organization will not have a negative effect on him. Whether an employee of an organization is Japan WhatsApp Number List assessed as reliable depends on whether the employee is knowledgeable, competent and has good intentions. If the customer has doubts about one of these 3 aspects, this is bad for trust. Also read: The next level of customer experience: from transaction to relationship [research] cognitive confidence Trust has a cognitive and an emotional dimension.

Becoming More And More Valuable

Cognitive trust is based on the knowledge and positive expectations of the other person. This trust becomes more important if the customer sees more risk. The service provide or if the result of the service cannot be reverse. The first case applies if, for example, the customer is in danger of losing time or if it is going to cause him discomfort. For example, because he has to come back because something was not properly delivered or repaire. The second case is, for example, if someone has booked a hotel that turns out not to exist on arrival. Or in the case of an operation in a hospital that was not performe properly an there is irreparable damage. Both situations also apply to the services of an insurance company.

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And More Valuable

There is risk and applying for benefits or compensation can lead to an outcome that is not okay. For example, a customer may receive no or a lower benefit or compensation at all. Affective trust Affective trust is based on a positive feeling and mutual identification. Mutual identification occurs when the organization and the customer are attracte to each other’s norms and values. Affective trust is based on caring for and involvement with each other or on an emotional connection. Affective trust requires a deposit into the emotional bank account.

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