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Understanding Your Users by Catherine Courage, Kathy Baxter

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APPENDIX I

GLOSSARY

A

Account manager Within large corporations an account manager is often someone who is devoted to managing a customer’s relationship with their company. For example, if IXG Corporation is a large customer of TravelSmart.com, an account manager would be responsible for ensuring that that IXG Corporation is satisfied with the services they are receiving from TravelSmart.com and determining whether they require further services.

Acknowledgment tokens Words like “oh,” “ah,” “mm hm,” “uh huh,” “OK,” and “yeah” that carry no content. They reassure participants that you hear them, understand what is being said, and want them to continue.

Acquiescence In this context, acquiescence means to easily give in to what the experimenter ...

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