Defining The Constructs Of Making, Enabling, And Keeping Promises: A Focus Group Application | J. Michael Weber

This paper discusses the concept of promises and the various components of promises, such as, the acts of making, enabling and keeping promises. The concept of promises is important, because it is a critical element in the development of customer expectations. The management of these promises and subsequent expectations are key to customer satisfaction and long-term relationship development. In order to facilitate the definitions and operationalisation of promises, multiple focus groups were conducted. The results and interpretations of these focus groups are discussed and interpreted.