Chapter Name: The impact of society and culture on perceptions of service
Description:Examines how cultural values and social media influence service perceptions.
Purpuse:To help learners adjust service strategies based on cultural and social expectations.
Rational:Cultural sensitivity enhances inclusivity and service effectiveness.
Chapters Topics
How are service perceptions formed
Explains the psychological, cultural, and social factors that influence how customers form opinions about service quality.
Social media, misinformation and related issues that impact on perceptions regarding service
Highlights the role of social media in shaping public perception and how misinformation or viral incidents can damage or improve service reputation.
How to respond to service perceptions
Covers proactive and reactive communication strategies to manage public perceptions, particularly in digital environments.
Negative incident management
Provides guidelines for handling negative service events and customer complaints effectively to restore trust and protect brand image.
Sensitivity, dignity and respect
Stresses the importance of treating all customers with dignity and cultural sensitivity, especially in diverse communities.