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Experience Psychology Research

In: Customer Experience

Author

Listed:
  • Colin Shaw

    (Beyond Philosophy)

  • Qaalfa Dibeehi

    (Beyond Philosophy)

  • Steven Walden

    (Beyond Philosophy)

Abstract

Business research is a little bit like “the tail wagging the dog.” Because it’s easy to measure the rational, conscious side of an experience through customer satisfaction surveys and the like, it must therefore be true that people do indeed make decisions rationally. Yet, no matter how hard researchers try, eventually even they must admit that rationality alone fails to predict adequately how people actually behave.

Suggested Citation

  • Colin Shaw & Qaalfa Dibeehi & Steven Walden, 2010. "Experience Psychology Research," Palgrave Macmillan Books, in: Customer Experience, chapter 3, pages 31-54, Palgrave Macmillan.
    • Handle: RePEc:pal:palchp:978-0-230-29177-5_3
    DOI: 10.1057/9780230291775_3
    as

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