{"id":36232,"date":"2023-12-08T11:54:00","date_gmt":"2023-12-08T11:54:00","guid":{"rendered":"https:\/\/masterskills.org\/blog\/cam-xuc-emotion-trong-hanh-vi-khach-hang-la-gi.html"},"modified":"2023-12-24T21:43:32","modified_gmt":"2023-12-24T14:43:32","slug":"cam-xuc-emotion-trong-hanh-vi-khach-hang-la-gi","status":"publish","type":"post","link":"https:\/\/masterskills.org\/blog\/cam-xuc-emotion-trong-hanh-vi-khach-hang-la-gi.html","title":{"rendered":"C\u1ea3m x\u00fac (Emotion) trong h\u00e0nh vi kh\u00e1ch h\u00e0ng l\u00e0 g\u00ec?"},"content":{"rendered":"
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H\u00ecnh minh h\u1ecda (Ngu\u1ed3n: glusiness)<\/p>\n<\/div>\n<\/div>\n

C\u1ea3m x\u00fac<\/font><\/h2>\n

Kh\u00e1i ni\u1ec7m<\/b><\/p>\n

C\u1ea3m x\u00fac<\/b> trong ti\u1ebfng Anh g\u1ecdi l\u00e0:\u00a0Emotion.<\/b><\/p>\n

C\u1ea3m x\u00fac<\/b> \u0111\u01b0\u1ee3c \u0111\u1ecbnh ngh\u0129a nh\u01b0 l\u00e0 s\u1ee9c m\u1ea1nh, s\u1ef1 kh\u00f4ng ki\u1ec3m so\u00e1t \u0111\u01b0\u1ee3c c\u1ee7a c\u1ea3m gi\u00e1c \u1ea3nh h\u01b0\u1edfng \u0111\u1ebfn h\u00e0nh vi con ng\u01b0\u1eddi.\u00a0<\/p>\n

C\u1ea3m x\u00fac nh\u00ecn chung \u0111\u01b0\u1ee3c g\u00e2y ra b\u1edfi s\u1ef1 ki\u1ec7n c\u1ee7a m\u00f4i tr\u01b0\u1eddng. Tuy nhi\u00ean c\u00e1c ti\u1ebfn tr\u00ecnh b\u00ean trong nh\u01b0 s\u1ef1 t\u01b0\u1edfng t\u01b0\u1ee3ng c\u0169ng c\u00f3 th\u1ec3 l\u00e0 s\u1ef1 kh\u1edfi \u0111\u1ea7u c\u1ee7a c\u1ea3m x\u00fac.<\/p>\n

V\u00ed d\u1ee5: Khi xem phim Titanic, r\u1ea5t nhi\u1ec1u ng\u01b0\u1eddi c\u00f3 c\u1ea3m x\u00fac d\u1ea1t d\u00e0o x\u00fac \u0111\u1ed9ng, ti\u1ebfc nu\u1ed1i \u0111\u1ed1i v\u1edbi c\u1ea3nh hai ng\u01b0\u1eddi y\u00eau nhau \u2013 n\u00e0ng Rose v\u00e0 ch\u00e0ng h\u1ecda s\u0129 tr\u01b0\u1edbc l\u00fac chia l\u00eca, \u0111\u00e2y l\u00e0 c\u1ea3m x\u00fac g\u00e2y ra b\u1edfi s\u1ef1 t\u00e1c \u0111\u1ed9ng t\u1eeb b\u00ean ngo\u00e0i.\u00a0<\/p>\n

V\u00ed d\u1ee5: S\u1ef1 t\u01b0\u1edfng t\u01b0\u1ee3ng g\u1eb7p ng\u01b0\u1eddi y\u00eau \u0111i v\u1edbi ng\u01b0\u1eddi kh\u00e1c c\u0169ng c\u00f3 th\u1ec3 g\u00e2y c\u1ea3m x\u00fac \u0111au nh\u00f3i, hay t\u01b0\u1edfng t\u01b0\u1ee3ng h\u00ecnh \u1ea3nh m\u00ecnh trong m\u00e0u \u00e1o c\u00f4 d\u00e2u c\u00f3 th\u1ec3 t\u1ea1o n\u00ean c\u1ea3m x\u00fac ph\u1ea5n ch\u1ea5n, ng\u00e2y ng\u1ea5t cho nh\u1eefng c\u00f4 g\u00e1i \u0111ang y\u00eau.\u00a0<\/p>\n

\u0110\u1eb7c t\u00ednh c\u1ee7a c\u1ea3m x\u00fac<\/font><\/h3>\n

C\u1ea3m x\u00fac c\u00f3 s\u1ef1 li\u00ean k\u1ebft v\u1edbi nh\u1eefng thay \u0111\u1ed5i sinh l\u00ed, m\u1ed9t s\u1ed1 c\u00e1c \u0111\u1eb7c t\u00ednh thay \u0111\u1ed5i nh\u01b0 sau:\u00a0<\/p>\n

– S\u1ef1 co gi\u00e3n c\u1ee7a \u0111\u1ed3ng t\u1eed con ng\u01b0\u01a1i<\/p>\n

– S\u1ef1 gia t\u0103ng to\u00e1t m\u1ed3 h\u00f4i\u00a0<\/p>\n

– H\u01a1i th\u1edf nhanh h\u01a1n<\/p>\n

– Gia t\u0103ng nh\u1ecbp \u0111\u1eadp tr\u00e1i tim v\u00e0 l\u01b0\u1ee3ng \u00e1p su\u1ea5t m\u00e1u<\/p>\n

– Gia t\u0103ng c\u1ea5p \u0111\u1ed9 m\u00e1u \u0111\u01b0\u1eddng.\u00a0<\/p>\n

Th\u00f4ng th\u01b0\u1eddng th\u00ec c\u00e1c ph\u1ea3n \u1ee9ng v\u1ec1 m\u1eb7t sinh l\u00ed c\u00f3 tr\u01b0\u1edbc c\u1ea3m x\u00fac.\u00a0<\/p>\n

M\u1ed9t \u0111\u1eb7c t\u00ednh kh\u00e1c c\u1ee7a c\u1ea3m x\u00fac l\u00e0 suy ngh\u0129 c\u00f3 \u00fd th\u1ee9c. Nh\u1eefng ph\u1ea3n \u1ee9ng c\u1ea3m x\u00fac th\u00e1i qu\u00e1 \u0111\u01b0\u1ee3c s\u1eed d\u1ee5ng \u0111\u1ec3 gi\u1ea3i th\u00edch cho s\u1ef1 suy ngh\u0129 ho\u1eb7c h\u00e0nh \u0111\u1ed9ng thi\u1ebfu chu\u1ea9n x\u00e1c.\u00a0<\/p>\n

C\u1ea3m x\u00fac c\u00f3 s\u1ef1 li\u00ean k\u1ebft v\u1edbi h\u00e0nh vi. C\u00f3 r\u1ea5t nhi\u1ec1u h\u00e0nh vi c\u1ee7a c\u00e1c c\u00e1 nh\u00e2n x\u1ea3y ra trong c\u00e1c kho\u1ea3ng th\u1eddi gian v\u00e0 t\u00ecnh hu\u1ed1ng kh\u00e1c bi\u1ec7t, c\u00e1c \u0111\u1eb7c \u0111i\u1ec3m h\u00e0nh vi \u0111\u00f3 c\u00f3 m\u1ed1i li\u00ean k\u1ebft v\u1edbi nh\u1eefng c\u1ea3m x\u00fac c\u0169ng r\u1ea5t kh\u00e1c nhau nh\u01b0: s\u1ef1 s\u1ee3 h\u00e3i \u0111\u01b0a \u0111\u1ebfn ph\u1ea3n \u1ee9ng ch\u1ea1y tr\u1ed1n, \u0111au bu\u1ed3n th\u00ec kh\u00f3c l\u00f3c\u2026<\/p>\n

Cu\u1ed1i c\u00f9ng, quan tr\u1ecdng nh\u1ea5t l\u00e0 c\u1ea3m x\u00fac li\u00ean quan \u0111\u1ebfn c\u1ea3m gi\u00e1c ch\u1ee7 quan t\u00f9y thu\u1ed9c v\u00e0o m\u1ed7i c\u00e1 nh\u00e2n. S\u1ef1 t\u1ee9c gi\u1eadn, s\u1ef1 ghen tu\u00f4ng v\u00e0 s\u1ef1 s\u1ee3 h\u00e3i l\u00e0 r\u1ea5t kh\u00e1c nhau \u1edf m\u1ed7i con ng\u01b0\u1eddi.<\/p>\n

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S\u01a1 \u0111\u1ed3 1: B\u1ea3n ch\u1ea5t c\u1ee7a c\u1ea3m x\u00fac<\/p>\n<\/div>\n<\/div>\n

Theo Plutchik li\u1ec7t k\u00ea c\u00f3 t\u00e1m lo\u1ea1i c\u1ea3m x\u00fac c\u0103n b\u1ea3n: S\u1ee3 h\u00e3i, t\u1ee9c gi\u1eadn, th\u01b0\u1edfng th\u1ee9c, bu\u1ed3n phi\u1ec1n, ch\u1ea5p nh\u1eadn, gh\u00ea t\u1edfm, tr\u00f4ng \u0111\u1ee3i v\u00e0 ng\u1ea1c nhi\u00ean.\u00a0<\/p>\n

C\u00e1c c\u1ea3m x\u00fac kh\u00e1c l\u00e0 c\u1ea3m x\u00fac th\u1ee9 c\u1ea5p v\u00e0 \u0111\u01b0\u1ee3c ki\u1ebfn t\u1ea1o t\u1eeb c\u00e1c c\u1ea3m x\u00fac ch\u00ednh nh\u01b0 tr\u00ean. Ch\u1eb3ng h\u1ea1n nh\u01b0 s\u1ef1 vui th\u00edch \u0111\u01b0\u1ee3c t\u1ea1o ra t\u1eeb s\u1ef1 ng\u1ea1c nhi\u00ean v\u00e0 th\u01b0\u1edfng th\u1ee9c, s\u1ef1 x\u00fac ph\u1ea1m l\u00e0 k\u1ebft qu\u1ea3 c\u1ee7a gh\u00ea t\u1edfm v\u00e0 t\u1ee9c gi\u1eadn.<\/p>\n

C\u1ea3m x\u00fac v\u00e0 chi\u1ebfn l\u01b0\u1ee3c Marketing<\/font><\/h3>\n

a. Kh\u01a1i d\u1eady c\u1ea3m x\u00fac nh\u01b0 l\u00e0 l\u1ee3i \u00edch s\u1ea3n ph\u1ea9m<\/b><\/p>\n

Kh\u00e1ch h\u00e0ng th\u01b0\u1eddng h\u00e0nh \u0111\u1ed9ng \u0111\u1ec3 t\u00ecm ki\u1ebfm c\u00e1c s\u1ea3n ph\u1ea9m \u0111em l\u1ea1i nh\u1eefng l\u1ee3i \u00edch v\u00e0 c\u1ea3m x\u00fac t\u00edch c\u1ef1c.\u00a0<\/p>\n

V\u00ed d\u1ee5: N\u01b0\u1edbc u\u1ed1ng Pepsi \u0111\u00e3 s\u1eed d\u1ee5ng c\u00e1c ch\u01b0\u01a1ng tr\u00ecnh qu\u1ea3ng c\u00e1o tr\u00ean tivi \u0111\u1ec3 k\u00eau g\u1ecdi s\u1eed d\u1ee5ng s\u1ea3n ph\u1ea9m v\u1edbi s\u1ef1 kh\u01a1i d\u1eady nh\u1eefng c\u1ea3m x\u00fac v\u1ec1 s\u1ef1 vui v\u1ebb, tr\u1ebb trung;\u00a0<\/p>\n

Xe h\u01a1i Toyota \u0111\u00e3 kh\u01a1i d\u1eady c\u1ea3m x\u00fac b\u1eb1ng c\u00e2u kh\u1ea9u hi\u1ec7u ” \u00d4! \u0110\u00f3 m\u1edbi l\u00e0 c\u1ea3m gi\u00e1c”; S\u1ea3n ph\u1ea9m n\u01b0\u1edbc hoa l\u00e0 v\u00ed d\u1ee5\u00a0\u0111i\u1ec3n h\u00ecnh cho vi\u1ec7c kh\u01a1i d\u1eady c\u00e1c c\u1ea3m x\u00fac nh\u01b0 l\u00e0 l\u1ee3i \u00edch khi s\u1eed d\u1ee5ng s\u1ea3n ph\u1ea9m\u2026\u00a0<\/p>\n

b. S\u1ef1 gi\u1ea3m \u0111i c\u1ee7a c\u00e1c c\u1ea3m x\u00fac nh\u01b0 l\u00e0 l\u1ee3i \u00edch c\u1ee7a s\u1ea3n ph\u1ea9m<\/b><\/p>\n

Nhi\u1ec1u ng\u01b0\u1eddi kh\u00f4ng th\u00edch c\u00e1c c\u1ea3m x\u00fac nh\u01b0 s\u1ef1 gh\u00ea t\u1edfm, bu\u1ed3n phi\u1ec1n\u2026 cho n\u00ean c\u00e1c nh\u00e0 ti\u1ebfp th\u1ecb thi\u1ebft k\u1ebf ho\u1eb7c \u0111\u1ecbnh v\u1ecb m\u1ed9t s\u1ed1 s\u1ea3n ph\u1ea9m c\u1ee7a m\u00ecnh c\u00f3 t\u00e1c d\u1ee5ng ng\u0103n ch\u1eb7n ho\u1eb7c l\u00e0m gi\u1ea3m s\u1ef1 kh\u01a1i d\u1eady c\u1ee7a c\u00e1c c\u1ea3m x\u00fac kh\u00f4ng m\u1ea5y th\u00fa v\u1ecb n\u00e0y.\u00a0<\/p>\n

Nh\u00e0 ti\u1ebfp th\u1ecb c\u1ea7n nh\u1eadn th\u1ee9c \u0111\u01b0\u1ee3c t\u1ea7m quan tr\u1ecdng c\u1ee7a vi\u1ec7c thi\u1ebft k\u1ebf cho m\u00f4i tr\u01b0\u1eddng b\u00e1n l\u1ebb \u0111\u1ec3 t\u1ea1o n\u00ean nh\u1eefng c\u1ea3m x\u00fac t\u00edch c\u1ef1c.\u00a0<\/p>\n

B\u1eb1ng nh\u1eefng c\u00e1ch thi\u1ebft k\u1ebf n\u00e0y, kh\u00e1ch h\u00e0ng s\u1ebd gi\u1ea3m \u0111i nh\u1eefng c\u1ea3m x\u00fac lo \u00e2u bu\u1ed3n phi\u1ec1n v\u00e0 s\u1ebd c\u00f3 nh\u01b0ng kinh nghi\u1ec7m c\u1ea3m x\u00fac mua s\u1eafm th\u00fa v\u1ecb h\u01a1n khi nh\u1eefng n\u1ed7 l\u1ef1c c\u1ee7a nh\u00e0 ti\u1ebfp th\u1ecb \u0111\u01b0\u1ee3c th\u1ef1c hi\u1ec7n. \u0110\u00e2y c\u0169ng ch\u00ednh l\u00e0 l\u1ee3i \u00edch c\u1ee7a s\u1ea3n ph\u1ea9m ho\u1eb7c d\u1ecbch v\u1ee5 cung c\u1ea5p.\u00a0<\/p>\n

c. C\u1ea3m x\u00fac trong qu\u1ea3ng c\u00e1o<\/b><\/p>\n

Nh\u1eefng th\u00f4ng \u0111i\u1ec7p qu\u1ea3ng c\u00e1o g\u00e2y ra nh\u1eefng c\u1ea3m x\u00fac nh\u01b0 s\u1ef1 th\u01b0\u1edfng th\u1ee9c, s\u1ef1 \u1ea5m \u00e1p ho\u1eb7c th\u1eadm ch\u00ed \u1edbn l\u1ea1nh s\u1ebd \u0111\u01b0\u1ee3c y\u00eau th\u00edch h\u01a1n, ch\u00fa \u00fd nhi\u1ec1u h\u01a1n so v\u1edbi qu\u1ea3ng c\u00e1o trung t\u00ednh.\u00a0<\/p>\n

V\u00ed d\u1ee5: S\u1ef1 \u1ea5m \u00e1p l\u00e0 c\u1ea3m x\u00fac c\u00f3 \u0111\u01b0\u1ee3c b\u1edfi h\u00ecnh \u1ea3nh gia \u0111\u00ecnh, t\u00ecnh y\u00eau, t\u00ecnh b\u1ea1n v\u00e0 nh\u1eefng ch\u01b0\u01a1ng tr\u00ecnh qu\u1ea3ng c\u00e1o g\u1ee3i n\u00ean s\u1ef1 \u1ea5m \u00e1p b\u1eb1ng nh\u1eefng h\u00ecnh \u1ea3nh g\u1eafn b\u00f3 s\u1ebd \u0111\u01b0\u1ee3c y\u00eau th\u00edch h\u01a1n, \u0111\u1ed3ng th\u1eddi s\u1ebd t\u1ea1o s\u1ef1 n\u1ed1i k\u1ebft \u0111\u1ebfn c\u1ea3m x\u00fac v\u1ec1 s\u1ea3n ph\u1ea9m \u0111\u01b0\u1ee3c qu\u1ea3ng c\u00e1o.<\/p>\n

(T\u00e0i li\u1ec7u tham kh\u1ea3o: H\u00e0nh vi kh\u00e1ch h\u00e0ng, ThS. T\u1ea1 Th\u1ecb H\u1ed3ng H\u1ea1nh, 2009, NXB Tr\u01b0\u1eddng \u0110\u1ea1i h\u1ecdc M\u1edf th\u00e0nh ph\u1ed1 H\u1ed3 Ch\u00ed Minh)<\/i><\/p>\n<\/p><\/div>\n","protected":false},"excerpt":{"rendered":"

\n C\u1ea3m x\u00fac (ti\u1ebfng Anh: Emotion) trong h\u00e0nh vi kh\u00e1ch h\u00e0ng \u0111\u01b0\u1ee3c \u0111\u1ecbnh ngh\u0129a nh\u01b0 l\u00e0 s\u1ee9c m\u1ea1nh, s\u1ef1 kh\u00f4ng ki\u1ec3m so\u00e1t \u0111\u01b0\u1ee3c c\u1ee7a c\u1ea3m gi\u00e1c \u1ea3nh h\u01b0\u1edfng \u0111\u1ebfn h\u00e0nh vi con ng\u01b0\u1eddi.\n <\/div>\n","protected":false},"author":1,"featured_media":0,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[422],"tags":[],"_links":{"self":[{"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/posts\/36232"}],"collection":[{"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/comments?post=36232"}],"version-history":[{"count":2,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/posts\/36232\/revisions"}],"predecessor-version":[{"id":68775,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/posts\/36232\/revisions\/68775"}],"wp:attachment":[{"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/media?parent=36232"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/categories?post=36232"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/tags?post=36232"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}