Putting yourself in the customer's shoes doesn't work (Defend Your Research)
Putting yourself in the customer's shoes doesn't work (Defend Your Research)
Publisher:
Harvard Business School Press
Date published:
2015
Record type:
Journal Title:
Harvard Business Review
Source:
Harvard Business Review, Vol. 93, No. 3, March 2015, pp. 34-36
Abstract:
Research indicates that managers project their own preferences onto customers more frequently after they had been primed to be empathetic. Egocentrism is strong enough to cause individuals to ignore objective input when making predictions about others.
Language:
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Subject profile :
CITATION: Hattula, Johannes. Putting yourself in the customer's shoes doesn't work (Defend Your Research) . : Harvard Business School Press , 2015. Harvard Business Review, Vol. 93, No. 3, March 2015, pp. 34-36 - Available at: https://library.au.int/putting-yourself-customers-shoes-doesnt-work-defend-your-research