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Sustainable Customer Experience Design Book: Chapter 1 & 2, Picture1,…

- - - - Peak of affective after-reaction following termination of the stimulus
      - Introduction of stimulus
      - After stage; second reaction slowly decreases
      - Steady level of affective reaction; stimulus is maintained
      - Affective reaction; quickly reaches a peak and then slowly declines
  - - - Personal context: purpose or motivation
      - Social context: consists of people who accompany.
      - Physical context: layout, signage, temperature, smell, light, etc.
  - - - Theory linked to this model = ServQual model
    - - Linked to the actual performance
        
        service blue prining = service experience blueprinting
    - - 3 types of clues
        
        functional clue = technical quality
        
        mechanic clue = sensory input and the environment
        
        humanic clue = behaviour and appearance of staff
- - - - Congnitive component, how well does life meet your needs?
      - Affective component, how well do you feel most of the time?
    - - Physiological needs
      - Safety needs
      - Psychological and social needs
      - Esteem needs
      - Self-actualisation needs
  - - - Self-respect, sense of accomplishment, being well-respected, security, warm relationships with others sense of belonging, (fun and enjoyment in life), selffulfilment and excitement
- - - - Operant conditioning
        
        Classical conditioning
      - Observational learning