Presentation is loading. Please wait.

Presentation is loading. Please wait.

——We judge our past experiences almost entirely on how they were at their peak and how they ended. 姜观明 41014171 Bilingual Accounting.

Similar presentations


Presentation on theme: "——We judge our past experiences almost entirely on how they were at their peak and how they ended. 姜观明 41014171 Bilingual Accounting."— Presentation transcript:

1 ——We judge our past experiences almost entirely on how they were at their peak and how they ended. 姜观明 Bilingual Accounting

2 Group AGroup B  Exposed to loud & painful noises  End  Exposed to the same noises  Listen to the noises as much less unpleasant Surprising! They felt more unpleasant ! Surprising! They felt more unpleasant ! An extended duration of reduced unpleasantness The same “peak”, but a better “end”. The same initial duration

3 Economic Assumption —— People are rational. Peak-End Rule Assumption —— People are perceptual. Psychological interpretation → People perceive Average experience Peak timeEnding time Sum of experience Net feelingDuration

4 BETTER CUSTOMER EXPERIENCE SERVICE QUALITY DISTINGUSHING FEATURES HUMANIZED ENVIRONMENT --Moments of Truth

5 PEAK: --Buy merchandise to the best value for money. --Try freely --Well-designed display END: --cheap Ice-cream at the exit --Too long walk distance in market --Not enough shop assistants --Have to take things down with own hands ----Tend to be ignored ----Tend to be ignored


Download ppt "——We judge our past experiences almost entirely on how they were at their peak and how they ended. 姜观明 41014171 Bilingual Accounting."

Similar presentations


Ads by Google