Abstract
Personal values are the attitudes and beliefs held by an individual. These values are not just formed through personal experience, but are also influenced through a complex interaction of factors. Examples of influence include parents, siblings, friends, education, work, religion and the media. The existence of personal values is a critical determinant of how consumers view PSOs and the interactions which occur during the three phases of search, consumption and post-experience assessment. By acquiring an understanding of the values of private citizens, PSOs are in a much better position to design and develop an optimal service portfolio.
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© 2012 Ian Chaston
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Chaston, I. (2012). Societal Values and Expectations. In: Public Sector Reformation. Palgrave Macmillan, London. https://doi.org/10.1057/9780230379350_2
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DOI: https://doi.org/10.1057/9780230379350_2
Publisher Name: Palgrave Macmillan, London
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