{"id":53826,"date":"2023-12-20T08:53:45","date_gmt":"2023-12-20T01:53:45","guid":{"rendered":"https:\/\/masterskills.org\/blog\/ap-dung-ly-thuyet-ve-nhu-cau-trong-dich-vu-khach-hang.html"},"modified":"2023-12-20T08:53:45","modified_gmt":"2023-12-20T01:53:45","slug":"ap-dung-ly-thuyet-ve-nhu-cau-trong-dich-vu-khach-hang","status":"publish","type":"post","link":"https:\/\/masterskills.org\/blog\/ap-dung-ly-thuyet-ve-nhu-cau-trong-dich-vu-khach-hang.html","title":{"rendered":"\u00c1p d\u1ee5ng l\u00fd thuy\u1ebft v\u1ec1 nhu c\u1ea7u trong d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng"},"content":{"rendered":"
C\u00f3 sai kh\u00f4ng khi n\u00f3i nhu c\u1ea7u, \u0111\u1ed9ng l\u1ef1c mua s\u1eafm c\u1ee7a kh\u00e1ch h\u00e0ng ch\u00ednh l\u00e0 s\u1ef1 giao thoa gi\u1eefa t\u00e2m l\u00fd h\u1ecdc v\u00e0 marketing? N\u1ebfu m\u1ed9t c\u00f4ng ty hi\u1ec3u \u0111\u01b0\u1ee3c \u0111i\u1ec1u g\u00ec th\u00fac \u0111\u1ea9y h\u00e0nh vi ti\u00eau d\u00f9ng, ch\u1eafc ch\u1eafn h\u1ecd s\u1ebd c\u00f3 nh\u1eefng chi\u1ebfn l\u01b0\u1ee3c \u0111\u1ec3 \u0111\u00e1p \u1ee9ng t\u1ed1t h\u01a1n nhu c\u1ea7u c\u1ee7a kh\u00e1ch h\u00e0ng.<\/p>\n

Khi nghi\u00ean c\u1ee9u v\u1ec1 nhu c\u1ea7u c\u1ee7a con ng\u01b0\u1eddi, kh\u00f4ng th\u1ec3 kh\u00f4ng nh\u1eafc t\u1edbi thang nhu c\u1ea7u c\u1ee7a nh\u00e0 t\u00e2m l\u00fd h\u1ecdc Abraham Maslow (1908-1970). \u0110\u00e2y l\u00e0 l\u00fd thuy\u1ebft v\u1ec1 t\u00e2m l\u00fd \u0111\u01b0\u1ee3c xem l\u00e0 c\u00f3 gi\u00e1 tr\u1ecb nh\u1ea5t trong h\u1ec7 th\u1ed1ng l\u00fd thuy\u1ebft t\u00e2m l\u00fd m\u00e0 t\u1ea7m \u1ea3nh h\u01b0\u1edfng c\u1ee7a n\u00f3 \u0111\u01b0\u1ee3c th\u1eeba nh\u1eadn v\u00e0 \u1ee9ng d\u1ee5ng r\u1ed9ng r\u00e3i trong cu\u1ed9c s\u1ed1ng. N\u00f3 \u0111\u01b0\u1ee3c chia l\u00e0m 5 b\u1eadc: Nhu c\u1ea7u sinh l\u00fd (Physiological), Nhu c\u1ea7u v\u1ec1 an to\u00e0n, an ninh (Safety), Nhu c\u1ea7u v\u1ec1 x\u00e3 h\u1ed9i (Belonging), Nhu c\u1ea7u v\u1ec1 \u0111\u01b0\u1ee3c qu\u00fd tr\u1ecdng (Esteem) v\u00e0 Nhu c\u1ea7u \u0111\u01b0\u1ee3c th\u1ec3 hi\u1ec7n m\u00ecnh (Self-actualization).<\/p>\n

\"Thap-nhu-cau-Maslow\"<\/p>\n

Th\u00e1p nhu c\u1ea7u Maslow \u0111\u01b0\u1ee3c \u00e1p d\u1ee5ng cho r\u1ea5t nhi\u1ec1u l\u0129nh v\u1ef1c, trong \u0111\u00f3 c\u00f3 c\u1ea3 d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng<\/p>\n<\/div>\n

\u00c1p d\u1ee5ng th\u00e1p nhu c\u1ea7u Maslow v\u00e0o d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng<\/h2>\n

Theo Maslow, nhu c\u1ea7u c\u1ee7a con ng\u01b0\u1eddi c\u00f3 nh\u1eefng m\u1ee9c \u0111\u1ed9 kh\u00e1c nhau, nh\u1eefng nhu c\u1ea7u \u1edf ph\u00eda d\u01b0\u1edbi c\u1ee7a th\u00e1p c\u1ea7n \u0111\u01b0\u1ee3c \u0111\u00e1p \u1ee9ng tr\u01b0\u1edbc nh\u1eefng nhu c\u1ea7u \u1edf m\u1ee9c cao h\u01a1n. N\u1ebfu nh\u01b0 d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng h\u01b0\u1edbng t\u1edbi vi\u1ec7c \u0111\u00e1p \u1ee9ng nhu c\u1ea7u v\u00e0 \u0111\u1ed9ng l\u1ef1c mua s\u1eafm c\u1ee7a kh\u00e1ch h\u00e0ng, th\u00ec n\u00f3 c\u0169ng s\u1ebd tu\u00e2n theo m\u1ed9t c\u1ea5u tr\u00fac t\u01b0\u01a1ng t\u1ef1 nh\u01b0 th\u00e1p Maslow.<\/p>\n

T\u1ea7ng 1<\/h3>\n
    \n
  • T\u1ea7ng 1 trong th\u00e1p nhu c\u1ea7u Maslow \u2013 Nhu c\u1ea7u sinh l\u00fd (Physiological): Nhu c\u1ea7u n\u00e0y bao g\u1ed3m c\u00e1c nhu c\u1ea7u c\u01a1 b\u1ea3n c\u1ee7a con ng\u01b0\u1eddi nh\u01b0 \u0103n, u\u1ed1ng, ng\u1ee7, kh\u00f4ng kh\u00ed \u0111\u1ec3 th\u1edf, t\u00ecnh d\u1ee5c, c\u00e1c nhu c\u1ea7u l\u00e0m cho con ng\u01b0\u1eddi t\u1ed3n t\u1ea1i. \u0110\u00e2y l\u00e0 nh\u1eefng nhu c\u1ea7u c\u01a1 b\u1ea3n nh\u1ea5t v\u00e0 m\u1ea1nh nh\u1ea5t c\u1ee7a con ng\u01b0\u1eddi. Trong h\u00ecnh kim t\u1ef1 th\u00e1p, ch\u00fang ta th\u1ea5y nh\u1eefng nhu c\u1ea7u n\u00e0y \u0111\u01b0\u1ee3c x\u1ebfp v\u00e0o b\u1eadc th\u1ea5p nh\u1ea5t: b\u1eadc c\u01a1 b\u1ea3n nh\u1ea5t. T\u1ee9c l\u00e0 c\u00e1c nhu c\u1ea7u \u1edf m\u1ee9c \u0111\u1ed9 cao h\u01a1n kh\u00f4ng xu\u1ea5t hi\u1ec7n n\u1ebfu nhu c\u1ea7u c\u01a1 b\u1ea3n n\u00e0y ch\u01b0a \u0111\u01b0\u1ee3c th\u1ecfa m\u00e3n.<\/li>\n
  • T\u01b0\u01a1ng \u1ee9ng, d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng m\u1ee9c 1 s\u1ebd \u0111\u01a1n thu\u1ea7n l\u00e0 \u0111\u00e1p \u1ee9ng nhu c\u1ea7u. V\u00ed d\u1ee5, \u0111\u1ed1i v\u1edbi m\u1ed9t c\u1eeda h\u00e0ng \u0103n nhanh, vi\u1ec7c \u0111\u00e1p \u1ee9ng nhu c\u1ea7u \u1edf nh\u00f3m 1 s\u1ebd \u0111\u01a1n thu\u1ea7n l\u00e0: \u0110\u1ed3 \u0103n c\u00f2n n\u00f3ng, n\u01b0\u1edbc u\u1ed1ng m\u00e1t l\u1ea1nh, ph\u1ee5c v\u1ee5 nhanh ch\u00f3ng v\u00e0 \u0111\u00fang y\u00eau c\u1ea7u.<\/li>\n<\/ul>\n

    T\u1ea7ng 2<\/h3>\n
      \n
    • T\u1ea7ng 2 trong th\u00e1p nhu c\u1ea7u Maslow \u2013 Nhu c\u1ea7u v\u1ec1 an to\u00e0n, an ninh (Safety): Con ng\u01b0\u1eddi c\u1ea7n s\u1ef1 b\u1ea3o v\u1ec7, an to\u00e0n tr\u01b0\u1edbc nh\u1eefng s\u1ef1 \u0111e d\u1ecda, m\u1ed1i nguy hi\u1ec3m v\u1ec1 v\u1eadt ch\u1ea5t hay tinh th\u1ea7n.<\/li>\n
    • T\u01b0\u01a1ng \u1ee9ng, d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng m\u1ee9c 2 s\u1ebd ph\u1ea3i \u0111\u1ea3m b\u1ea3o t\u00ednh cam k\u1ebft v\u00e0 b\u1ec1n v\u1eefng \u2013 l\u00e0m \u0111\u00fang v\u00e0 nh\u1ea5t qu\u00e1n nh\u1eefng \u0111i\u1ec1u m\u00e0 doanh nghi\u1ec7p \u0111\u00e3 n\u00f3i.<\/li>\n<\/ul>\n

      T\u1ea7ng 3<\/h3>\n
        \n
      • T\u1ea7ng 3 trong th\u00e1p nhu c\u1ea7u Maslow \u2013 Nhu c\u1ea7u v\u1ec1 x\u00e3 h\u1ed9i (Belonging): \u0110\u00e2y l\u00e0 m\u1ed9t nhu c\u1ea7u v\u1ec1 tinh th\u1ea7n. Khi con ng\u01b0\u1eddi mong mu\u1ed1n \u0111\u01b0\u1ee3c g\u1eafn b\u00f3 v\u1edbi t\u1ed5 ch\u1ee9c hay m\u1ed9t ph\u1ea7n trong t\u1ed5 ch\u1ee9c n\u00e0o \u0111\u00f3 hay mong mu\u1ed1n v\u1ec1 t\u00ecnh c\u1ea3m th\u00ec \u1ea5y ch\u00ednh l\u00e0 nhu c\u1ea7u x\u00e3 h\u1ed9i. \u0110\u00f3 l\u00e0 m\u1ed1i quan h\u1ec7 trong gia \u0111\u00ecnh, tr\u01b0\u1eddng l\u1edbp, c\u00f4ng ty, b\u1ea1n b\u00e8 hay m\u1ed9t c\u1ed9ng \u0111\u1ed3ng.<\/li>\n
      • T\u01b0\u01a1ng \u1ee9ng, d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng m\u1ee9c 3 s\u1ebd ph\u1ea3i \u0111\u1ea3m b\u1ea3o t\u00ednh c\u00e1 nh\u00e2n h\u00f3a \u2013 g\u1ecdi t\u00ean kh\u00e1ch h\u00e0ng, tr\u00e2n tr\u1ecdng s\u1ef1 \u1ee7ng h\u1ed9 c\u1ee7a kh\u00e1ch h\u00e0ng d\u00e0nh cho doanh nghi\u1ec7p, quan t\u00e2m t\u1edbi nhu c\u1ea7u c\u00e1 nh\u00e2n c\u1ee7a h\u1ecd\u2026<\/li>\n<\/ul>\n

        T\u1ea7ng 4<\/h3>\n
          \n
        • T\u1ea7ng 4 trong th\u00e1p nhu c\u1ea7u Maslow \u2013 Nhu c\u1ea7u v\u1ec1 \u0111\u01b0\u1ee3c qu\u00fd tr\u1ecdng (Esteem): Nhu c\u1ea7u n\u00e0y c\u00f2n \u0111\u01b0\u1ee3c g\u1ecdi l\u00e0 nhu c\u1ea7u th\u1eeba nh\u1eadn. \u0110\u00e2y l\u00e0 nhu c\u1ea7u \u0111\u01b0\u1ee3c ng\u01b0\u1eddi kh\u00e1c qu\u00fd m\u1ebfn, n\u1ec3 tr\u1ecdng trong t\u1ed5 ch\u1ee9c, x\u00e3 h\u1ed9i.<\/li>\n
        • T\u01b0\u01a1ng \u1ee9ng, d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng m\u1ee9c 4 s\u1ebd ph\u1ea3i \u0111em l\u1ea1i cho kh\u00e1ch h\u00e0ng c\u1ea3m gi\u00e1c h\u1ecd \u0111\u01b0\u1ee3c tr\u00e2n tr\u1ecdng \u2013 tri \u00e2n kh\u00e1ch h\u00e0ng th\u00e2n thi\u1ebft, t\u1ea1o \u0111i\u1ec1u ki\u1ec7n \u0111\u1ec3 kh\u00e1ch h\u00e0ng k\u1ebft n\u1ed1i v\u1edbi c\u00e1c th\u01b0\u01a1ng hi\u1ec7u li\u00ean k\u1ebft.<\/li>\n<\/ul>\n

          T\u1ea7ng 5<\/h3>\n
            \n
          • T\u1ea7ng 5 trong th\u00e1p nhu c\u1ea7u Maslow \u2013 Nhu c\u1ea7u \u0111\u01b0\u1ee3c th\u1ec3 hi\u1ec7n m\u00ecnh (Self-actualization): \u0110\u00e2y l\u00e0 nhu c\u1ea7u \u0111\u1ec9nh c\u1ee7a thang Maslow, nhu c\u1ea7u \u0111\u01b0\u1ee3c th\u1ec3 hi\u1ec7n b\u1ea3n th\u00e2n, \u0111\u01b0\u1ee3c kh\u1eb3ng \u0111\u1ecbnh m\u00ecnh trong cu\u1ed9c s\u1ed1ng hay s\u1ed1ng v\u00e0 l\u00e0m vi\u1ec7c theo \u0111am m\u00ea v\u00e0 c\u1ed1ng hi\u1ebfn h\u1ebft m\u00ecnh cho nh\u00e2n lo\u1ea1i hay m\u1ed9t c\u1ed9ng \u0111\u1ed3ng.<\/li>\n
          • T\u01b0\u01a1ng \u1ee9ng, d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng m\u1ee9c 5 s\u1ebd ph\u1ea3i gi\u00fap cho kh\u00e1ch h\u00e0ng c\u1ea3m th\u1ea5y tin t\u01b0\u1edfng v\u00e0o b\u1ea3n th\u00e2n h\u1ecd \u2013 l\u00e0m cho kh\u00e1ch h\u00e0ng c\u1ea3m th\u1ea5y h\u1ecd th\u00f4ng th\u00e1i ngay c\u1ea3 khi h\u1ecd \u0111ang ph\u1ea3i y\u00eau c\u1ea7u s\u1ef1 h\u1ed7 tr\u1ee3, l\u00e0m cho h\u1ecd c\u1ea3m th\u1ea5y h\u1ecd \u0111ang l\u1ef1a ch\u1ecdn \u0111\u00fang \u0111\u1eafn b\u1eb1ng c\u00e1ch \u1ee7ng h\u1ed9 quy\u1ebft \u0111\u1ecbnh mua h\u00e0ng v\u1edbi nh\u1eefng d\u1ecbch v\u1ee5 t\u1eb7ng th\u00eam, l\u00e0m cho h\u1ecd c\u1ea3m th\u1ea5y quan tr\u1ecdng, kh\u00f4ng ch\u1ec9 v\u1edbi b\u1ea1n m\u00e0 v\u1edbi c\u1ea3 nh\u1eefng ng\u01b0\u1eddi kh\u00e1c trong cu\u1ed9c s\u1ed1ng hay trong c\u1ed9ng \u0111\u1ed3ng.<\/li>\n<\/ul>\n

            Th\u00e1p nhu c\u1ea7u c\u1ee7a Maslow gi\u1ea3i th\u00edch l\u00fd do t\u1ea1i sao m\u1ed9t c\u00f4ng ty kh\u00f4ng th\u1ec3 th\u1ef1c s\u1ef1 \u0111\u00e1p \u1ee9ng nhu c\u1ea7u d\u1ecbch v\u1ee5 c\u1ee7a kh\u00e1ch h\u00e0ng n\u1ebfu b\u1ecf qua nh\u00f3m nh\u1eefng nhu c\u1ea7u c\u01a1 b\u1ea3n nh\u1ea5t ho\u1eb7c ch\u1ec9 t\u1eadp trung v\u00e0o nh\u00f3m nhu c\u1ea7u m\u1ee9c cao.<\/p>\n

            \u00c1p d\u1ee5ng th\u00e1p nhu c\u1ea7u Maslow v\u00e0o vi\u1ec7c gi\u1ea3i quy\u1ebft v\u1ea5n \u0111\u1ec1 c\u1ee7a kh\u00e1ch h\u00e0ng<\/h2>\n
              \n
            • M\u1ee9c 1 (c\u01a1 b\u1ea3n) \u2013 \u1edf m\u1ee9c 1, vi\u1ec7c gi\u1ea3i quy\u1ebft v\u1ea5n \u0111\u1ec1 c\u1ee7a kh\u00e1ch h\u00e0ng m\u1edbi ch\u1ec9 d\u1eebng l\u1ea1i \u1edf vi\u1ec7c xin l\u1ed7i ch\u00e2n th\u00e0nh, x\u1eed l\u00fd nhanh v\u1ea5n \u0111\u1ec1 m\u00e0 kh\u00e1ch h\u00e0ng g\u1eb7p ph\u1ea3i.<\/li>\n
            • M\u1ee9c 2 (cam k\u1ebft) \u2013 nh\u1ea5n m\u1ea1nh l\u1ea1i c\u00e1c cam k\u1ebft\/l\u1eddi h\u1ee9a c\u1ee7a b\u1ea1n (VD cam k\u1ebft ho\u00e0n ti\u1ec1n n\u1ebfu kh\u00f4ng h\u00e0i l\u00f2ng v\u1edbi s\u1ea3n ph\u1ea9m\/d\u1ecbch v\u1ee5).<\/li>\n
            • M\u1ee9c 3 (c\u00e1 nh\u00e2n h\u00f3a) \u2013 \u0111i\u1ec1u ch\u1ec9nh gi\u1ea3i ph\u00e1p sao cho ph\u00f9 h\u1ee3p nh\u1ea5t v\u1edbi t\u1eebng c\u00e1 nh\u00e2n kh\u00e1ch h\u00e0ng.<\/li>\n
            • M\u1ee9c 4 (t\u1ea1o c\u1ea3m gi\u00e1c \u0111\u01b0\u1ee3c tr\u00e2n tr\u1ecdng) \u2013 th\u1ec3 hi\u1ec7n r\u1eb1ng b\u1ea1n r\u1ea5t ti\u1ebfc v\u1ec1 v\u1ea5n \u0111\u1ec1 m\u00e0 kh\u00e1ch h\u00e0ng g\u1eb7p ph\u1ea3i v\u00e0 \u0111\u01b0a \u0111\u1ebfn cho kh\u00e1ch h\u00e0ng th\u00eam nh\u1eefng gi\u00e1 tr\u1ecb v\u01b0\u1ee3t mong \u0111\u1ee3i (ngo\u00e0i vi\u1ec7c gi\u1ea3i quy\u1ebft v\u1ea5n \u0111\u1ec1 \u0111\u01a1n thu\u1ea7n)<\/li>\n
            • M\u1ee9c 5 (t\u1ea1o c\u1ea3m gi\u00e1c tin t\u01b0\u1edfng v\u00e0o b\u1ea3n th\u00e2n) \u2013 th\u1ec3 hi\u1ec7n v\u1edbi kh\u00e1ch h\u00e0ng r\u1eb1ng h\u1ecd th\u1ef1c s\u1ef1 l\u00e0 nh\u1eefng kh\u00e1ch h\u00e0ng th\u00f4ng th\u00e1i, b\u1ea1n coi tr\u1ecdng vi\u1ec7c h\u1ecd t\u00ecm \u0111\u1ebfn b\u1ea1n \u0111\u1ec3 gi\u1ea3i quy\u1ebft v\u1ea5n \u0111\u1ec1 v\u00e0 b\u1ea1n lu\u00f4n \u0111\u1eb7t v\u1ea5n \u0111\u1ec1 \u0111\u00f3 \u1edf v\u1ecb tr\u00ed \u01b0u ti\u00ean s\u1ed1 1.<\/li>\n<\/ul>\n

              B\u1ea1n c\u1ea7n nh\u1edb r\u1eb1ng, m\u1ee9c 4 v\u00e0 5 ch\u1ec9 th\u1ef1c s\u1ef1 l\u00e0m h\u00e0i l\u00f2ng kh\u00e1ch h\u00e0ng khi m\u00e0 c\u00e1c m\u1ee9c t\u1eeb 1 \u0111\u1ebfn 3 \u0111\u00e3 \u0111\u01b0\u1ee3c \u0111\u00e1p \u1ee9ng. Tony Hsieh, CEO c\u1ee7a Zappos \u0111\u00e3 chia s\u1ebb: \u201cCh\u00fang t\u00f4i kh\u00f4ng ghi \u00e2m c\u00e1c cu\u1ed9c \u0111i\u1ec7n tho\u1ea1i c\u1ee7a t\u01b0 v\u1ea5n vi\u00ean, v\u00ec ch\u00fang t\u00f4i mu\u1ed1n c\u00e1c t\u01b0 v\u1ea5n vi\u00ean th\u1ec3 hi\u1ec7n \u0111\u00fang c\u00e1 t\u00ednh c\u1ee7a m\u00ecnh trong su\u1ed1t cu\u1ed9c \u0111i\u1ec7n tho\u1ea1i, v\u00e0 h\u1ecd c\u00f3 th\u1ec3 t\u1ea1o \u0111\u01b0\u1ee3c s\u1ef1 k\u1ebft n\u1ed1i c\u1ea3m x\u00fac c\u00e1 nh\u00e2n v\u1edbi t\u1eebng kh\u00e1ch h\u00e0ng. M\u1ed9t l\u1ea7n, m\u1ed9t kh\u00e1ch h\u00e0ng trung th\u00e0nh c\u1ee7a ch\u00fang t\u00f4i v\u00ec s\u1ef1 ra \u0111i c\u1ee7a ng\u01b0\u1eddi th\u00e2n trong gia \u0111\u00ecnh n\u00ean \u0111\u00e3 qu\u00ean m\u1ea5t vi\u1ec7c g\u1eedi tr\u1ea3 \u0111\u00f4i gi\u00e0y m\u00e0 c\u00f4 \u1ea5y kh\u00f4ng v\u1eeba \u00fd v\u00e0 ho\u00e0n l\u1ea1i. Thay v\u00ec th\u00fac gi\u1ee5c, h\u1ed7 tr\u1ee3 vi\u00ean c\u1ee7a ch\u00fang t\u00f4i \u0111\u00e3 g\u1eedi hoa chia bu\u1ed3n t\u1edbi c\u00f4 \u1ea5y. V\u00e0 b\u00e2y gi\u1edd, c\u00f4 \u1ea5y l\u00e0 kh\u00e1ch h\u00e0ng tr\u1ecdn \u0111\u1eddi c\u1ee7a ch\u00fang t\u00f4i.\u201d<\/p>\n

              \"Zappos-deliver-happiness\"<\/p>\n

              Zappos \u0111ang \u1ee9ng d\u1ee5ng r\u1ea5t t\u1ed1t th\u00e1p nhu c\u1ea7u Maslow \u0111\u1ec3 \u0111em t\u1edbi kh\u00e1ch h\u00e0ng d\u1ecbch v\u1ee5 tuy\u1ec7t h\u1ea3o.<\/p>\n<\/div>\n

              C\u00f3 th\u1ec3 th\u1ea5y, Zappos \u0111\u00e3 v\u00e0 \u0111ang ch\u00fa tr\u1ecdng t\u1edbi m\u1ee9c 4 v\u00e0 5 khi gi\u1ea3i quy\u1ebft v\u1ea5n \u0111\u1ec1, v\u00ec h\u1ecd \u0111\u00e3 l\u00e0m r\u1ea5t t\u1ed1t c\u00e1c m\u1ee9c c\u01a1 b\u1ea3n. Zappos cung c\u1ea5p d\u1ecbch v\u1ee5 \u0111\u1ed5i tr\u1ea3 h\u00e0ng mi\u1ec5n ph\u00ed, d\u1ec5 d\u00e0ng (h\u1ecd ch\u1ecbu to\u00e0n b\u1ed9 chi ph\u00ed v\u1eadn chuy\u1ec3n).<\/p>\n

              Vi\u1ec7c hi\u1ec3u th\u00e1p nhu c\u1ea7u \u0111\u1ec3 x\u00e2y d\u1ef1ng n\u00ean chi\u1ebfn l\u01b0\u1ee3c d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng c\u1ee7a c\u00f4ng ty l\u00e0 m\u1ed9t vi\u1ec7c l\u00e0m c\u1ea7n thi\u1ebft v\u00e0 \u0111em l\u1ea1i hi\u1ec7u qu\u1ea3 th\u1ef1c s\u1ef1 b\u1ec1n v\u1eefng. Th\u1ea5u hi\u1ec3u kh\u00e1ch h\u00e0ng, th\u1ea5u hi\u1ec3u nhu c\u1ea7u lu\u00f4n l\u00e0 ch\u00eca kh\u00f3a v\u1ea1n n\u0103ng cho th\u00e0nh c\u00f4ng c\u1ee7a m\u1ecdi doanh nghi\u1ec7p, v\u00ec theo Maslow \u201ccon ng\u01b0\u1eddi l\u00e0 lo\u00e0i \u0111\u1ed9ng v\u1eadt lu\u00f4n lu\u00f4n ham mu\u1ed1n\u201d v\u00e0 nhu c\u1ea7u c\u1ee7a con ng\u01b0\u1eddi l\u00e0 kh\u00f4ng gi\u1edbi h\u1ea1n.<\/p>\n

              Theo Denise Lee Yohn<\/em><\/p>\n

              B\u00e0i li\u00ean quan: \u00c1p d\u1ee5ng t\u00e2m l\u00fd h\u1ecdc \u0111\u1ec3 b\u00e1n h\u00e0ng hi\u1ec7u qu\u1ea3<\/em><\/p>\n<\/div>\n","protected":false},"excerpt":{"rendered":"

              Khi nghi\u00ean c\u1ee9u v\u1ec1 nhu c\u1ea7u c\u1ee7a con ng\u01b0\u1eddi, kh\u00f4ng th\u1ec3 kh\u00f4ng nh\u1eafc t\u1edbi thang nhu c\u1ea7u c\u1ee7a nh\u00e0 t\u00e2m l\u00fd h\u1ecdc Abraham Maslow (1908-1970). \u0110\u00e2y l\u00e0 l\u00fd thuy\u1ebft v\u1ec1 t\u00e2m l\u00fd \u0111\u01b0\u1ee3c xem l\u00e0 c\u00f3 gi\u00e1 tr\u1ecb nh\u1ea5t trong h\u1ec7 th\u1ed1ng l\u00fd thuy\u1ebft t\u00e2m l\u00fd m\u00e0 t\u1ea7m \u1ea3nh h\u01b0\u1edfng c\u1ee7a n\u00f3 \u0111\u01b0\u1ee3c th\u1eeba nh\u1eadn v\u00e0 \u1ee9ng d\u1ee5ng r\u1ed9ng r\u00e3i trong cu\u1ed9c s\u1ed1ng. N\u00f3 \u0111\u01b0\u1ee3c chia l\u00e0m 5 b\u1eadc: Nhu c\u1ea7u sinh l\u00fd (Physiological), Nhu c\u1ea7u v\u1ec1 an to\u00e0n, an ninh (Safety), Nhu c\u1ea7u v\u1ec1 x\u00e3 h\u1ed9i (Belonging), Nhu c\u1ea7u v\u1ec1 \u0111\u01b0\u1ee3c qu\u00fd tr\u1ecdng (Esteem) v\u00e0 Nhu c\u1ea7u \u0111\u01b0\u1ee3c th\u1ec3 hi\u1ec7n m\u00ecnh (Self-actualization).<\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[219],"tags":[],"_links":{"self":[{"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/posts\/53826"}],"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=53826"}],"version-history":[{"count":0,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/posts\/53826\/revisions"}],"wp:attachment":[{"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/media?parent=53826"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/categories?post=53826"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/tags?post=53826"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}