Yeah, what to say about this. After this week’s reading and gathering at the tweetchat I got some ideas in my mind. First, I believe that quality performance and perception of quality is easier to focus on and to develop within than emotional reactions. And why? Because I believe that emotionals reactions are difficult to measure and to deal with, which requires a lot of resources. Of course it is important, and maybe companies know about it, but it is THAT important to put a lot of resources to it? I believe yes. But maybe it is more difficult to wxplain because it will take time until you see a result and you will not be able to see exact numbers as you are able to do with quality.
For example with the public transportation (I know some other participant in this course work with this). How would it be possible to measure or improve positive emotions around this subject? Is it too dependant on the current mood of the person or does the emotions change every day dependant on a certain bus line or is it the same negative/neutral/positive emotions every day? Please give me your thoughts about this.
I believe emotional reactions is important to focus on and will be even more in the future, but very difficult to define and see the results from.