V\u1eady n\u1ebfu kh\u00e1ch h\u00e0ng c\u1ee9 khen v\u00ec l\u1ecbch s\u1ef1<\/strong> th\u00ec nh\u1eefng con s\u1ed1 h\u00e0i l\u00f2ng<\/strong> \u0111\u1eb9p \u0111\u1ebd kia c\u00f2n tin \u0111\u01b0\u1ee3c bao nhi\u00eau?<\/p><\/blockquote>\n
Trong b\u00e0i vi\u1ebft n\u00e0y, m\u00ecnh s\u1ebd gi\u1ea3i th\u00edch Courtesy Bias l\u00e0 g\u00ec, t\u1ea1i sao n\u00f3 v\u1eabn x\u1ea3y ra c\u1ea3 tr\u00ean m\u00f4i tr\u01b0\u1eddng online v\u00e0 \u1ea3nh h\u01b0\u1edfng th\u1ebf n\u00e0o \u0111\u1ebfn nghi\u00ean c\u1ee9u ng\u01b0\u1eddi d\u00f9ng, t\u1ed1i \u01b0u t\u1ef7 l\u1ec7 chuy\u1ec3n \u0111\u1ed5i (CRO)<\/strong>. Quan tr\u1ecdng h\u01a1n l\u00e0 ch\u00fang ta n\u00ean \u0111\u1eb7t c\u00e2u h\u1ecfi<\/strong> ra sao \u0111\u1ec3 nghe \u0111\u01b0\u1ee3c suy ngh\u0129 th\u1eadt c\u1ee7a kh\u00e1ch h\u00e0ng.<\/p>\n
Courtesy Bias l\u00e0 g\u00ec?<\/h2>\n
Courtesy Bias (thi\u00ean ki\u1ebfn l\u1ecbch thi\u1ec7p)<\/strong> l\u00e0 xu h\u01b0\u1edbng ng\u01b0\u1eddi \u0111\u01b0\u1ee3c kh\u1ea3o s\u00e1t n\u00f3i gi\u1ea3m \u0111i s\u1ef1 kh\u00f4ng h\u00e0i l\u00f2ng, ho\u1eb7c \u0111\u01b0a ra m\u1ed9t c\u00e2u tr\u1ea3 l\u1eddi \u0111\u00fang m\u1ef1c v\u1ec1 m\u1eb7t x\u00e3 h\u1ed9i thay v\u00ec n\u00f3i th\u1eb3ng \u0111i\u1ec1u h\u1ecd th\u1ef1c s\u1ef1 ngh\u0129 v\u1ec1 s\u1ea3n ph\u1ea9m v\u00e0 d\u1ecbch v\u1ee5. Hi\u1ec3u m\u1ed9t c\u00e1ch \u0111\u01a1n gi\u1ea3n, kh\u00e1ch h\u00e0ng kh\u00f4ng ho\u00e0n to\u00e0n tr\u1ea3 l\u1eddi theo c\u1ea3m nh\u1eadn th\u1eadt m\u00e0 ch\u1ecdn \u0111i\u1ec1u h\u1ecd ngh\u0129 ng\u01b0\u1eddi h\u1ecfi mu\u1ed1n nghe. S\u1ea3n ph\u1ea9m d\u00f9 ch\u01b0a t\u1ed1t h\u1ecd v\u1eabn n\u00f3i \u201cc\u0169ng \u1ed5n\u201d, nh\u00e2n vi\u00ean ch\u01b0a gi\u1ea3i quy\u1ebft \u0111\u01b0\u1ee3c v\u1ea5n \u0111\u1ec1 v\u1eabn \u0111\u01b0\u1ee3c ch\u1ecdn \u201cr\u1ea5t h\u00e0i l\u00f2ng\u201d, \u0111\u01a1n gi\u1ea3n v\u00ec nh\u1eefng c\u00e2u tr\u1ea3 l\u1eddi n\u00e0y nghe \u00eam tai h\u01a1n.<\/p>\n
Trong \u0111\u1eddi s\u1ed1ng b\u00ecnh th\u01b0\u1eddng, th\u00f3i quen n\u00e0y c\u0169ng c\u00f3 \u0111i\u1ec3m t\u00edch c\u1ef1c, gi\u1ed1ng nh\u01b0 m\u1ed9t lo\u1ea1i \u201cch\u1ea5t b\u00f4i tr\u01a1n x\u00e3 h\u1ed9i\u201d gi\u00fap ch\u00fang ta kh\u00f4ng l\u00e0m ng\u01b0\u1eddi \u0111\u1ed1i di\u1ec7n t\u1ed5n th\u01b0\u01a1ng b\u1edfi nh\u1eefng l\u1eddi n\u00f3i qu\u00e1 th\u1eb3ng. N\u1ebfu ai c\u0169ng n\u00f3i th\u1eadt 100% trong m\u1ecdi t\u00ecnh hu\u1ed1ng, c\u00f3 l\u1ebd nhi\u1ec1u m\u1ed1i quan h\u1ec7 s\u1ebd r\u1ed1i tung l\u00ean. Ng\u01b0\u1eddi ta th\u01b0\u1eddng g\u1ecdi \u0111\u00f3 l\u00e0 white lie<\/em> (l\u1eddi n\u00f3i d\u1ed1i v\u00f4 h\u1ea1i). Tuy nhi\u00ean, khi l\u1eddi n\u00f3i d\u1ed1i \u0111i v\u00e0o b\u1ea3ng kh\u1ea3o s\u00e1t, n\u00f3 kh\u00f4ng c\u00f2n v\u00f4 h\u1ea1i v\u00e0 Courtesy Bias l\u00fac n\u00e0y tr\u1edf th\u00e0nh m\u1ed9t d\u1ea1ng \u201cbrain bug\u201d l\u00e0m d\u1eef li\u1ec7u b\u1ecb b\u00f3p m\u00e9o trong khi doanh nghi\u1ec7p v\u1eabn ngh\u0129 m\u00ecnh \u0111ang nghe \u0111\u01b0\u1ee3c ti\u1ebfng n\u00f3i th\u1eadt c\u1ee7a kh\u00e1ch h\u00e0ng.<\/p>\n
T\u1ea1i sao Courtesy Bias v\u1eabn xu\u1ea5t hi\u1ec7n tr\u00ean m\u00f4i tr\u01b0\u1eddng online?<\/h2>\n
Nhi\u1ec1u ng\u01b0\u1eddi cho r\u1eb1ng Courtesy Bias ch\u1ec9 x\u1ea3y ra trong c\u00e1c cu\u1ed9c ph\u1ecfng v\u1ea5n tr\u1ef1c ti\u1ebfp, khi ng\u01b0\u1eddi \u0111\u01b0\u1ee3c h\u1ecfi nh\u00ecn th\u1ea5y nh\u00e2n vi\u00ean \u0111\u1ee9ng tr\u01b0\u1edbc m\u1eb7t n\u00ean ng\u1ea1i n\u00f3i \u0111i\u1ec1u ti\u00eau c\u1ef1c, trong khi th\u1ef1c t\u1ebf thi\u00ean ki\u1ebfn n\u00e0y v\u1eabn t\u1ed3n t\u1ea1i tr\u00ean m\u00f4i tr\u01b0\u1eddng online. Khi \u0111i\u1ec1n kh\u1ea3o s\u00e1t, form \u0111\u00e1nh gi\u00e1 hay tr\u1ea3 l\u1eddi trong chatbox, b\u1ea1n v\u1eabn c\u00f3 th\u1ec3 c\u00e2n nh\u1eafc xem \u00fd ki\u1ebfn n\u00e0o \u0111\u01b0\u1ee3c s\u1ed1 \u0111\u00f4ng ch\u1ea5p nh\u1eadn v\u00e0 n\u1ebfu quan \u0111i\u1ec3m c\u1ee7a m\u00ecnh h\u01a1i c\u00e1 bi\u1ec7t ho\u1eb7c tr\u00e1i v\u1edbi nhi\u1ec1u ng\u01b0\u1eddi kh\u00e1c, ch\u00fang ta c\u00f3 xu h\u01b0\u1edbng im l\u1eb7ng hay s\u1eeda c\u00e2u tr\u1ea3 l\u1eddi theo h\u01b0\u1edbng \u201can to\u00e0n\u201d h\u01a1n.<\/p>\n
V\u1eady n\u00ean, m\u1ed9t b\u1ea3ng kh\u1ea3o s\u00e1t c\u00f3 90% ph\u1ea3n h\u1ed3i t\u00edch c\u1ef1c<\/strong> ch\u01b0a ch\u1eafc \u0111\u1ed3ng ngh\u0129a v\u1edbi 90% kh\u00e1ch h\u00e0ng h\u00e0i l\u00f2ng<\/strong>, b\u1edfi trong \u0111\u00f3 v\u1eabn c\u00f3 nh\u1eefng ng\u01b0\u1eddi ch\u1ecdn c\u00e2u tr\u1ea3 l\u1eddi l\u1ecbch s\u1ef1 v\u00ec kh\u00f4ng mu\u1ed1n g\u00e2y phi\u1ec1n, kh\u00f4ng mu\u1ed1n b\u1ecb \u0111\u00e1nh gi\u00e1, ho\u1eb7c ch\u1ec9 mu\u1ed1n ho\u00e0n th\u00e0nh chi\u1ebfc form cho nhanh. \u0110\u00f3 l\u00e0 l\u00fd do kh\u1ea3o s\u00e1t online, \u0111\u00e1nh gi\u00e1 5 sao hay n\u1ed9i dung chatbox v\u1eabn c\u00f3 th\u1ec3 ch\u1ee9a nh\u1eefng c\u00e2u tr\u1ea3 l\u1eddi \u201cgi\u1ea3\u201d. Gi\u1ea3 \u1edf \u0111\u00e2y kh\u00f4ng c\u00f3 ngh\u0129a kh\u00e1ch h\u00e0ng c\u1ed1 \u00fd l\u1eeba doanh nghi\u1ec7p, m\u00e0 c\u00e2u tr\u1ea3 l\u1eddi ch\u01b0a ph\u1ea3n \u00e1nh \u0111\u1ea7y \u0111\u1ee7 suy ngh\u0129 th\u1eadt c\u1ee7a h\u1ecd.<\/p>\n
Courtesy Bias xu\u1ea5t hi\u1ec7n t\u1eeb khi n\u00e0o?<\/h2>\n
Courtesy Bias kh\u00f4ng ph\u1ea3i l\u00e0 m\u1ed9t kh\u00e1i ni\u1ec7m m\u1edbi sinh ra c\u00f9ng v\u1edbi kh\u1ea3o s\u00e1t online, b\u1edfi thi\u00ean ki\u1ebfn n\u00e0y \u0111\u00e3 \u0111\u01b0\u1ee3c ph\u00e1t hi\u1ec7n v\u00e0 b\u00e0n lu\u1eadn trong c\u00e1c nghi\u00ean c\u1ee9u th\u1ef1c \u0111\u1ecba xuy\u00ean v\u0103n h\u00f3a t\u1eeb nh\u1eefng n\u0103m 1950 – 1960. N\u0103m 1953<\/strong>, nh\u00e0 t\u00e2m l\u00fd h\u1ecdc Allen L. Edwards gi\u1edbi thi\u1ec7u m\u1ed9t kh\u00e1i ni\u1ec7m c\u00f3 li\u00ean quan l\u00e0 Social Desirability<\/em> (s\u1ef1 mong mu\u1ed1n x\u00e3 h\u1ed9i), cho th\u1ea5y c\u00e2u tr\u1ea3 l\u1eddi trong b\u1ea3ng h\u1ecfi th\u01b0\u1eddng thay \u0111\u1ed5i theo h\u01b0\u1edbng m\u00e0 ng\u01b0\u1eddi tr\u1ea3 l\u1eddi tin r\u1eb1ng x\u00e3 h\u1ed9i ho\u1eb7c nh\u1eefng ng\u01b0\u1eddi xung quanh \u0111ang k\u1ef3 v\u1ecdng \u1edf h\u1ecd.<\/p>\n
\u0110\u1ebfn n\u0103m 1971<\/strong>, Courtesy Bias \u0111\u01b0\u1ee3c h\u1ec7 th\u1ed1ng h\u00f3a v\u00e0 bi\u1ebft \u0111\u1ebfn r\u1ed9ng r\u00e3i h\u01a1n qua m\u1ed9t b\u00e1o c\u00e1o c\u1ee7a UNESCO. B\u00e1o c\u00e1o d\u1ef1a tr\u00ean nh\u1eefng cu\u1ed9c \u0111i\u1ec1u tra t\u1ea1i khu v\u1ef1c \u0110\u00f4ng Nam \u00c1, trong \u0111\u00f3 s\u1ef1 b\u1ea5t c\u00e2n b\u1eb1ng quy\u1ec1n l\u1ef1c gi\u1eefa ng\u01b0\u1eddi ph\u1ecfng v\u1ea5n v\u00e0 ng\u01b0\u1eddi \u0111\u01b0\u1ee3c ph\u1ecfng v\u1ea5n l\u00e0 m\u1ed9t \u0111i\u1ec3m \u0111\u00e1ng ch\u00fa \u00fd. Khi m\u1ed9t b\u00ean \u0111\u01b0\u1ee3c xem l\u00e0 c\u00f3 quy\u1ec1n l\u1ef1c, ki\u1ebfn th\u1ee9c ho\u1eb7c \u0111\u1ecba v\u1ecb cao h\u01a1n, b\u00ean c\u00f2n l\u1ea1i s\u1ebd kh\u00f3 ph\u1ea3n \u0111\u1ed1i th\u1eb3ng. H\u1ecd ch\u1ecdn nh\u1eefng c\u00e2u tr\u1ea3 l\u1eddi n\u1ecbnh n\u1ecdt ho\u1eb7c l\u1ecbch s\u1ef1 m\u1ed9t c\u00e1ch c\u00f3 h\u1ec7 th\u1ed1ng. D\u1eef li\u1ec7u l\u00fac n\u00e0y nh\u00ecn v\u1eabn \u0111\u1eb9p, tuy nhi\u00ean ch\u1ea5t l\u01b0\u1ee3ng \u0111\u00e3 c\u00f3 v\u1ea5n \u0111\u1ec1.<\/p>\n
Kh\u00f4ng ph\u1ea3i c\u00e2u h\u1ecfi n\u00e0o kh\u00e1ch h\u00e0ng c\u0169ng \u201cn\u00f3i d\u1ed1i\u201d nh\u01b0 nhau<\/h2>\n
M\u1ed9t \u0111i\u1ec3m th\u00fa v\u1ecb c\u1ee7a Courtesy Bias l\u00e0 m\u1ee9c \u0111\u1ed9 l\u1ecbch thi\u1ec7p kh\u00f4ng ho\u1ea1t \u0111\u1ed9ng \u0111\u1ed3ng \u0111\u1ec1u \u1edf m\u1ecdi lo\u1ea1i c\u00e2u h\u1ecfi, v\u1eady n\u00ean mu\u1ed1n hi\u1ec3u c\u00e2u tr\u1ea3 l\u1eddi c\u00f3 \u0111\u00e1ng tin hay kh\u00f4ng, ch\u00fang ta c\u1ea7n nh\u00ecn v\u00e0o ch\u00ednh n\u1ed9i dung \u0111ang \u0111\u01b0\u1ee3c h\u1ecfi. N\u0103m 2000<\/strong>, Williams, Schutt-Ain\u00e9 v\u00e0 Cuca \u0111\u01b0a ra kh\u00e1i ni\u1ec7m Differential Courtesy Bias<\/em> (thi\u00ean ki\u1ebfn l\u1ecbch thi\u1ec7p vi ph\u00e2n) trong m\u1ed9t nghi\u00ean c\u1ee9u y t\u1ebf c\u00f4ng c\u1ed9ng v\u1ec1 ch\u1ea5t l\u01b0\u1ee3ng d\u1ecbch v\u1ee5 k\u1ebf ho\u1ea1ch h\u00f3a gia \u0111\u00ecnh v\u1edbi \u00fd ch\u00ednh l\u00e0 m\u1ee9c \u0111\u1ed9 l\u1ecbch thi\u1ec7p s\u1ebd thay \u0111\u1ed5i theo t\u00ednh ch\u1ea5t c\u00e2u h\u1ecfi m\u00e0 ng\u01b0\u1eddi d\u00f9ng nh\u1eadn \u0111\u01b0\u1ee3c.<\/p>\n
V\u1edbi nh\u1eefng v\u1ea5n \u0111\u1ec1 k\u1ef9 thu\u1eadt, \u00edt li\u00ean quan \u0111\u1ebfn m\u1ed9t c\u00e1 nh\u00e2n c\u1ee5 th\u1ec3, ng\u01b0\u1eddi d\u00f9ng th\u01b0\u1eddng n\u00f3i th\u1eadt h\u01a1n. H\u1ecd c\u00f3 th\u1ec3 g\u00f3p \u00fd kh\u00e1 tho\u1ea3i m\u00e1i v\u1ec1 th\u1eddi gian ch\u1edd \u0111\u1ee3i qu\u00e1 l\u00e2u, gi\u1edd l\u00e0m vi\u1ec7c kh\u00f4ng ph\u00f9 h\u1ee3p, gi\u00e1 c\u1ea3 cao ho\u1eb7c \u0111\u1ecba \u0111i\u1ec3m \u0111i l\u1ea1i b\u1ea5t ti\u1ec7n b\u1edfi nh\u1eefng c\u00e2u tr\u1ea3 l\u1eddi n\u00e0y kh\u00f4ng t\u1ea1o c\u1ea3m gi\u00e1c \u0111ang l\u00e0m t\u1ed5n th\u01b0\u01a1ng m\u1ed9t ng\u01b0\u1eddi n\u00e0o \u0111\u00f3. Tuy nhi\u00ean, khi c\u00e2u h\u1ecfi ch\u1ea1m \u0111\u1ebfn y\u1ebfu t\u1ed1 con ng\u01b0\u1eddi nh\u01b0 th\u00e1i \u0111\u1ed9 ph\u1ee5c v\u1ee5, c\u00e1ch nh\u00e2n vi\u00ean n\u00f3i chuy\u1ec7n hay m\u1ed1i quan h\u1ec7 t\u01b0\u01a1ng t\u00e1c tr\u1ef1c ti\u1ebfp, ng\u01b0\u1eddi d\u00f9ng l\u1ea1i ng\u1ea1i ph\u00e0n n\u00e0n h\u01a1n v\u00e0 c\u00e2u h\u1ecfi c\u00e0ng g\u1eafn v\u1edbi m\u1ed9t ng\u01b0\u1eddi c\u1ee5 th\u1ec3 th\u00ec Courtesy Bias c\u00e0ng d\u1ec5 xu\u1ea5t hi\u1ec7n.<\/p>\n
Do \u0111\u00f3, vi\u1ec7c kh\u00e1ch h\u00e0ng khen nh\u00e2n vi\u00ean kh\u00f4ng c\u00f3 ngh\u0129a h\u1ecd c\u0169ng h\u00e0i l\u00f2ng v\u1edbi s\u1ea3n ph\u1ea9m. N\u1ebfu g\u1ed9p hai chuy\u1ec7n n\u00e0y v\u00e0o c\u00f9ng m\u1ed9t c\u00e2u h\u1ecfi, doanh nghi\u1ec7p r\u1ea5t d\u1ec5 ngh\u0129 ph\u1ea7n Product \u0111ang ho\u1ea1t \u0111\u1ed9ng t\u1ed1t, trong khi kh\u00e1ch h\u00e0ng ch\u1ec9 c\u1ed1 l\u1ecbch s\u1ef1 v\u1edbi ng\u01b0\u1eddi \u0111ang h\u1ed7 tr\u1ee3 h\u1ecd.<\/p>\n
Courtesy Bias g\u00e2y h\u1ea1i g\u00ec cho ng\u01b0\u1eddi l\u00e0m CRO v\u00e0 doanh nghi\u1ec7p?<\/h2>\n
N\u1ebfu b\u1ea1n \u0111ang l\u00e0m nghi\u00ean c\u1ee9u ng\u01b0\u1eddi d\u00f9ng, Marketing, Product hay t\u1ed1i \u01b0u t\u1ef7 l\u1ec7 chuy\u1ec3n \u0111\u1ed5i (CRO) m\u00e0 kh\u00f4ng \u0111\u1ec3 \u00fd \u0111\u1ebfn thi\u00ean ki\u1ebfn n\u00e0y, kh\u1ea3 n\u0103ng cao b\u1ea1n \u0111ang \u0111\u1ecdc sai ch\u00ednh d\u1eef li\u1ec7u c\u1ee7a m\u00ecnh.<\/p>\n
D\u1eef li\u1ec7u \u0111\u1eb9p nh\u01b0ng th\u1ef1c t\u1ebf th\u00ec kh\u00f4ng<\/h3>\n
Khi ng\u01b0\u1eddi d\u00f9ng li\u00ean t\u1ee5c \u0111\u01b0a ra \u0111\u00e1nh gi\u00e1 t\u00edch c\u1ef1c v\u00ec ph\u00e9p l\u1ecbch s\u1ef1, nh\u1eefng v\u1ea5n \u0111\u1ec1 th\u1eadt n\u1eb1m b\u00ean trong s\u1ebd b\u1ecb che \u0111i. Doanh nghi\u1ec7p nh\u00ecn v\u00e0o b\u00e1o c\u00e1o th\u1ea5y m\u1ecdi th\u1ee9 xanh \u0111\u1eb9p, ch\u1ec9 s\u1ed1 h\u00e0i l\u00f2ng cao n\u00ean cho r\u1eb1ng h\u1ec7 th\u1ed1ng v\u1eabn \u0111ang v\u1eadn h\u00e0nh \u1ed5n. Trong khi \u0111\u00f3, kh\u00e1ch h\u00e0ng v\u1eabn g\u1eb7p l\u1ed7i, v\u1eabn b\u1ef1c b\u1ed9i v\u00e0 v\u1eabn r\u1eddi \u0111i. \u0110\u1ebfn khi t\u1ef7 l\u1ec7 chuy\u1ec3n \u0111\u1ed5i gi\u1ea3m ho\u1eb7c t\u1ef7 l\u1ec7 kh\u00e1ch quay l\u1ea1i th\u1ea5p, \u0111\u1ed9i ng\u0169 m\u1edbi kh\u00f4ng hi\u1ec3u nguy\u00ean nh\u00e2n n\u1eb1m \u1edf \u0111\u00e2u. \u0110\u00e2y l\u00e0 m\u1ed9t d\u1ea1ng Distorted Reality<\/em> (th\u1ef1c t\u1ebf b\u1ecb b\u00f3p m\u00e9o) nguy hi\u1ec3m khi doanh nghi\u1ec7p \u0111\u01b0a ra quy\u1ebft \u0111\u1ecbnh t\u1eeb d\u1eef li\u1ec7u kh\u1ea3o s\u00e1t.<\/p>\n
\u0110\u1ed9i ng\u0169 qu\u00e1 t\u1ef1 tin v\u1ec1 ch\u1ea5t l\u01b0\u1ee3ng<\/h3>\n
Nh\u1eefng l\u1eddi khen l\u1ecbch s\u1ef1, v\u00f4 th\u01b0\u1edfng v\u00f4 ph\u1ea1t c\u00f2n d\u1ec5 t\u1ea1o ra Overconfidence Bias<\/em> (thi\u00ean ki\u1ebfn qu\u00e1 t\u1ef1 tin). \u0110\u1ed9i ng\u0169 Product ho\u1eb7c ban qu\u1ea3n l\u00fd b\u1eaft \u0111\u1ea7u tin r\u1eb1ng s\u1ea3n ph\u1ea9m c\u1ee7a m\u00ecnh \u0111\u00e3 \u0111\u1ee7 t\u1ed1t v\u00ec kh\u00e1ch h\u00e0ng g\u1ea7n nh\u01b0 ch\u1ec9 n\u00f3i \u0111i\u1ec1u t\u00edch c\u1ef1c. K\u1ebft qu\u1ea3 l\u00e0 h\u1ecd ti\u1ebfp t\u1ee5c duy tr\u00ec c\u00e1ch l\u00e0m c\u0169, trong khi c\u01a1 h\u1ed9i c\u1ea3i ti\u1ebfn n\u1eb1m ngay trong s\u1ed1 \u00edt ph\u1ea3n h\u1ed3i ti\u00eau c\u1ef1c. Nhi\u1ec1u khi doanh nghi\u1ec7p kh\u00f4ng thi\u1ebfu d\u1eef li\u1ec7u, h\u1ecd ch\u1ec9 tin qu\u00e1 nhi\u1ec1u v\u00e0o ph\u1ea7n d\u1eef li\u1ec7u d\u1ec5 nghe nh\u1ea5t.<\/p>\n
Khi kh\u00e1ch h\u00e0ng \u1edf th\u1ebf y\u1ebfu<\/h3>\n
Courtesy Bias tr\u1edf n\u00ean m\u1ea1nh h\u01a1n trong nh\u1eefng t\u00ecnh hu\u1ed1ng c\u00f3 Power Imbalance<\/em> (b\u1ea5t c\u00e2n b\u1eb1ng quy\u1ec1n l\u1ef1c), khi kh\u00e1ch h\u00e0ng ph\u1ee5 thu\u1ed9c v\u00e0o b\u00ean cung c\u1ea5p d\u1ecbch v\u1ee5. Ch\u1eb3ng h\u1ea1n nh\u01b0 b\u1ec7nh nh\u00e2n ngh\u00e8o \u0111ang nh\u1eadn \u0111i\u1ec1u tr\u1ecb y t\u1ebf, ho\u1eb7c nh\u1eefng ng\u01b0\u1eddi c\u00f3 ho\u00e0n c\u1ea3nh kh\u00f3 kh\u0103n \u0111ang nh\u1eadn c\u1ee9u tr\u1ee3 th\u1ef1c ph\u1ea9m.<\/p>\n
H\u1ecd c\u00f3 th\u1ec3 s\u1ee3 r\u1eb1ng n\u1ebfu m\u00ecnh ph\u00e0n n\u00e0n, quy\u1ec1n l\u1ee3i s\u1ebd b\u1ecb c\u1eaft gi\u1ea3m ho\u1eb7c m\u1ea5t lu\u00f4n s\u1ef1 h\u1ed7 tr\u1ee3 \u0111ang nh\u1eadn. N\u1ed7i s\u1ee3 \u0111\u00f4i khi ch\u1ec9 xu\u1ea5t hi\u1ec7n trong v\u00f4 th\u1ee9c, nh\u01b0ng v\u1eabn \u0111\u1ee7 l\u00e0m ph\u1ea3n h\u1ed3i m\u1ea5t \u0111i t\u00ednh ch\u00e2n th\u1ef1c. C\u00e2u \u201cm\u1ecdi th\u1ee9 \u0111\u1ec1u t\u1ed1t\u201d l\u00fac n\u00e0y kh\u00f4ng cho th\u1ea5y d\u1ecbch v\u1ee5 c\u00f3 th\u1ef1c s\u1ef1 t\u1ed1t hay kh\u00f4ng.<\/p>\n
Nh\u1eefng t\u00ecnh hu\u1ed1ng Courtesy Bias d\u1ec5 xu\u1ea5t hi\u1ec7n<\/h2>\n
L\u00fd thuy\u1ebft c\u00f3 v\u1ebb h\u01a1i h\u1ecdc thu\u1eadt, nh\u01b0ng thi\u00ean ki\u1ebfn n\u00e0y xu\u1ea5t hi\u1ec7n trong nhi\u1ec1u t\u00ecnh hu\u1ed1ng r\u1ea5t quen thu\u1ed9c. T\u1eeb m\u1ed9t qu\u1ea7y ph\u00e1t m\u1eabu th\u1eed, th\u1eed nghi\u1ec7m s\u1ea3n ph\u1ea9m quy m\u00f4 l\u1edbn \u0111\u1ebfn c\u1eeda s\u1ed5 live chat, b\u1ed1i c\u1ea3nh v\u00e0 ng\u01b0\u1eddi \u0111\u1eb7t c\u00e2u h\u1ecfi \u0111\u1ec1u c\u00f3 th\u1ec3 l\u00e0m c\u00e2u tr\u1ea3 l\u1eddi thay \u0111\u1ed5i.<\/p>\n
Ph\u00e1t m\u1eabu th\u1eed v\u00e0 h\u1ecfi ngay t\u1ea1i ch\u1ed7<\/h3>\n
Quay l\u1ea1i mi\u1ebfng b\u00e1nh \u1edf \u0111\u1ea7u b\u00e0i. Khi th\u01b0\u01a1ng hi\u1ec7u cho nh\u00e2n vi\u00ean ph\u00e1t m\u1eabu th\u1eed trong si\u00eau th\u1ecb r\u1ed3i \u0111\u1ee9ng h\u1ecfi ngay \u201cAnh th\u1ea5y c\u00f3 ngon kh\u00f4ng?\u201d, nhi\u1ec1u ng\u01b0\u1eddi s\u1ebd c\u01b0\u1eddi v\u00e0 tr\u1ea3 l\u1eddi: \u201cNgon l\u1eafm, th\u01a1m l\u1eafm\u201d.<\/p>\n
Khi tr\u1edf v\u1ec1 nh\u00e0 v\u00e0 n\u00f3i chuy\u1ec7n v\u1edbi v\u1ee3 ch\u1ed3ng hay b\u1ea1n b\u00e8, c\u00e2u tr\u1ea3 l\u1eddi c\u00f3 th\u1ec3 \u0111\u1ed5i h\u1eb3n: \u201cN\u00f3 th\u1ef1c s\u1ef1 kinh kh\u1ee7ng, ai l\u1ea1i \u0111i mua th\u1ee9 n\u00e0y ch\u1ee9\u201d. C\u00f9ng m\u1ed9t ng\u01b0\u1eddi, c\u00f9ng m\u1ed9t s\u1ea3n ph\u1ea9m, ch\u1ec9 kh\u00e1c ng\u01b0\u1eddi h\u1ecfi v\u00e0 b\u1ed1i c\u1ea3nh l\u00e0 k\u1ebft qu\u1ea3 \u0111\u00e3 ho\u00e0n to\u00e0n kh\u00e1c nhau.<\/p>\n
B\u00e0i h\u1ecdc th\u1ea5t b\u1ea1i t\u1eeb New Coke<\/h3>\n
N\u0103m 1985<\/strong>, Coca-Cola th\u1ef1c hi\u1ec7n th\u1eed nghi\u1ec7m h\u01b0\u01a1ng v\u1ecb tr\u1ef1c ti\u1ebfp v\u1edbi g\u1ea7n 200.000 ng\u01b0\u1eddi ti\u00eau d\u00f9ng<\/strong>. K\u1ebft qu\u1ea3 cho th\u1ea5y ph\u1ea7n l\u1edbn ng\u01b0\u1eddi tham gia th\u00edch c\u00f4ng th\u1ee9c m\u1edbi c\u00f3 v\u1ecb ng\u1ecdt h\u01a1n, v\u00e0 Coca-Cola d\u1ef1a v\u00e0o con s\u1ed1 n\u00e0y \u0111\u1ec3 t\u1ef1 tin ra m\u1eaft New Coke.<\/p>\n
S\u1ea3n ph\u1ea9m \u0111\u01b0\u1ee3c tung ra sau k\u1ebft qu\u1ea3 th\u1eed nghi\u1ec7m h\u01b0\u01a1ng v\u1ecb t\u00edch c\u1ef1c nh\u01b0ng nhanh ch\u00f3ng g\u1eb7p ph\u1ea3n \u1ee9ng tr\u00e1i chi\u1ec1u. Ngu\u1ed3n: The Coca-Cola Company<\/figcaption><\/figure>\n Tuy nhi\u00ean, ph\u1ea3n \u1ee9ng ngo\u00e0i th\u1ecb tr\u01b0\u1eddng l\u1ea1i \u0111i theo h\u01b0\u1edbng ng\u01b0\u1ee3c h\u1eb3n. New Coke g\u1eb7p l\u00e0n s\u00f3ng ph\u1ea3n \u0111\u1ed1i d\u1eef d\u1ed9i \u0111\u1ebfn m\u1ee9c Coca-Cola ph\u1ea3i thu h\u1ed3i s\u1ea3n ph\u1ea9m ch\u1ec9 sau 79 ng\u00e0y<\/strong>.<\/p>\n
V\u1ea5n \u0111\u1ec1 l\u00e0 cu\u1ed9c nghi\u00ean c\u1ee9u \u0111o ph\u1ea3n h\u1ed3i trong m\u1ed9t m\u00f4i tr\u01b0\u1eddng th\u1eed nghi\u1ec7m nh\u00e2n t\u1ea1o. C\u00e2u tr\u1ea3 l\u1eddi b\u1ecb \u1ea3nh h\u01b0\u1edfng b\u1edfi Courtesy Bias v\u00e0 c\u1ea3m gi\u00e1c v\u1ecb gi\u00e1c trong th\u1eddi gian ng\u1eafn, ch\u1ee9 ch\u01b0a ph\u1ea3n \u00e1nh \u0111\u01b0\u1ee3c c\u00e1ch kh\u00e1ch h\u00e0ng l\u1ef1a ch\u1ecdn, u\u1ed1ng v\u00e0 g\u1eafn b\u00f3 v\u1edbi s\u1ea3n ph\u1ea9m trong \u0111\u1eddi s\u1ed1ng th\u1eadt. M\u1ed9t con s\u1ed1 r\u1ea5t l\u1edbn kh\u00f4ng t\u1ef1 \u0111\u1ed9ng l\u00e0m cho b\u1ed1i c\u1ea3nh nghi\u00ean c\u1ee9u tr\u1edf n\u00ean \u0111\u00fang.<\/p>\n
Karen c\u00f3 th\u1ef1c s\u1ef1 l\u00e0m kh\u00e1ch h\u00e0ng h\u00e0i l\u00f2ng?<\/h3>\n
Gi\u1ea3 s\u1eed b\u1ea1n v\u1eeba trao \u0111\u1ed5i v\u1edbi m\u1ed9t nh\u00e2n vi\u00ean ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng t\u00ean Karen qua live chat. Karen r\u1ea5t d\u1ec5 m\u1ebfn v\u00e0 n\u00f3i chuy\u1ec7n l\u1ecbch s\u1ef1, tuy nhi\u00ean kh\u00f4ng th\u1ec3 x\u1eed l\u00fd v\u1ea5n \u0111\u1ec1 v\u00ec ch\u00ednh s\u00e1ch c\u00f4ng ty qu\u00e1 c\u1ee9ng nh\u1eafc ho\u1eb7c s\u1ea3n ph\u1ea9m \u0111ang b\u1ecb l\u1ed7i. B\u1ea1n r\u1eddi cu\u1ed9c chat trong t\u00e2m tr\u1ea1ng b\u1ef1c b\u1ed9i, \u0111i\u1ec1u khi\u1ebfn b\u1ea1n b\u1ef1c l\u00e0 s\u1ea3n ph\u1ea9m ch\u1ee9 kh\u00f4ng ph\u1ea3i Karen.<\/p>\n
Sau \u0111\u00f3, h\u1ec7 th\u1ed1ng g\u1eedi c\u00e2u h\u1ecfi: \u201cB\u1ea1n ngh\u0129 th\u1ebf n\u00e0o v\u1ec1 d\u1ecbch v\u1ee5 m\u00e0 Karen \u0111\u00e3 cung c\u1ea5p?\u201d. B\u1ea1n v\u1eabn ch\u1ecdn \u201cr\u1ea5t t\u1ed1t\u201d v\u00ec kh\u00f4ng mu\u1ed1n Karen b\u1ecb s\u1ebfp khi\u1ec3n tr\u00e1ch, tr\u1eeb \u0111i\u1ec3m ho\u1eb7c m\u1ea5t vi\u1ec7c b\u1edfi m\u1ed9t l\u1ed7i kh\u00f4ng ph\u1ea3i c\u1ee7a c\u00f4 \u1ea5y.<\/p>\n
Doanh nghi\u1ec7p nh\u00ecn v\u00e0o s\u1ebd th\u1ea5y ch\u1ec9 s\u1ed1 h\u00e0i l\u00f2ng v\u1ec1 ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng r\u1ea5t cao, trong khi l\u1ea1i kh\u00f4ng hi\u1ec3u v\u00ec sao nh\u1eefng kh\u00e1ch h\u00e0ng h\u00e0i l\u00f2ng \u0111\u00f3 v\u1eabn l\u1eb7ng l\u1ebd r\u1eddi kh\u1ecfi th\u01b0\u01a1ng hi\u1ec7u. Khi c\u00e2u h\u1ecfi tr\u1ed9n ch\u1ea5t l\u01b0\u1ee3ng h\u1ed7 tr\u1ee3 c\u00e1 nh\u00e2n v\u1edbi ch\u1ea5t l\u01b0\u1ee3ng s\u1ea3n ph\u1ea9m v\u00e0o nhau, d\u1eef li\u1ec7u kh\u00f3 c\u00f3 th\u1ec3 n\u00f3i \u0111\u00fang v\u1ea5n \u0111\u1ec1.<\/p>\n
L\u00e0m sao \u0111\u1ec3 nghe \u0111\u01b0\u1ee3c s\u1ef1 th\u1eadt ph\u00eda sau l\u1eddi khen l\u1ecbch s\u1ef1?<\/h2>\n
Courtesy Bias kh\u00f3 lo\u1ea1i b\u1ecf ho\u00e0n to\u00e0n, nh\u01b0ng ch\u00fang ta c\u00f3 th\u1ec3 gi\u1ea3m b\u1edbt \u1ea3nh h\u01b0\u1edfng c\u1ee7a n\u00f3.<\/p>\n
\u0110i\u1ec1u quan tr\u1ecdng l\u00e0 thi\u1ebft k\u1ebf b\u1ed1i c\u1ea3nh kh\u1ea3o s\u00e1t v\u00e0 c\u00e2u h\u1ecfi \u0111\u1ec3 kh\u00e1ch h\u00e0ng c\u1ea3m th\u1ea5y h\u1ecd \u0111\u01b0\u1ee3c ph\u00e9p n\u00f3i th\u1eadt, m\u00e0 kh\u00f4ng l\u00e0m h\u1ea1i \u0111\u1ebfn quy\u1ec1n l\u1ee3i c\u1ee7a m\u00ecnh hay m\u1ed9t ng\u01b0\u1eddi c\u1ee5 th\u1ec3.<\/p>\n
\n
- T\u1ea1o kh\u00f4ng gian an to\u00e0n t\u00e2m l\u00fd (Psychological Safety):<\/strong> H\u00e3y n\u00f3i r\u00f5 r\u1eb1ng ph\u1ea3n h\u1ed3i ti\u00eau c\u1ef1c s\u1ebd \u0111\u01b0\u1ee3c tr\u00e2n tr\u1ecdng v\u00e0 s\u1eed d\u1ee5ng \u0111\u1ec3 c\u1ea3i thi\u1ec7n d\u1ecbch v\u1ee5. \u00dd ki\u1ebfn \u0111\u00f3 kh\u00f4ng l\u00e0m ng\u01b0\u1eddi tr\u1ea3 l\u1eddi m\u1ea5t quy\u1ec1n l\u1ee3i, c\u0169ng kh\u00f4ng khi\u1ebfn nh\u00e2n vi\u00ean h\u1ed7 tr\u1ee3 b\u1ecb x\u1eed l\u00fd m\u1ed9t c\u00e1ch oan u\u1ed5ng.<\/li>\n
- T\u00e1ch ri\u00eang \u0111\u1ed1i t\u01b0\u1ee3ng c\u1ea7n \u0111\u00e1nh gi\u00e1:<\/strong> \u0110\u1eebng g\u1ed9p th\u00e1i \u0111\u1ed9 c\u1ee7a nh\u00e2n vi\u00ean v\u00e0 ch\u1ea5t l\u01b0\u1ee3ng s\u1ea3n ph\u1ea9m trong c\u00f9ng m\u1ed9t c\u00e2u. B\u1ea1n c\u00f3 th\u1ec3 h\u1ecfi ri\u00eang \u201cKaren c\u00f3 giao ti\u1ebfp l\u1ecbch s\u1ef1 kh\u00f4ng?\u201d v\u00e0 \u201cV\u1ea5n \u0111\u1ec1 c\u1ee7a b\u1ea1n \u0111\u00e3 \u0111\u01b0\u1ee3c gi\u1ea3i quy\u1ebft ho\u00e0n to\u00e0n ch\u01b0a?\u201d. Hai c\u00e2u h\u1ecfi s\u1ebd t\u1ea1o ra hai lo\u1ea1i d\u1eef li\u1ec7u kh\u00e1c nhau, \u0111\u1ed3ng th\u1eddi gi\u00fap \u0111\u1ed9i ng\u0169 bi\u1ebft ph\u1ea7n n\u00e0o c\u1ea7n s\u1eeda.<\/li>\n
- Ch\u00fa \u00fd ng\u01b0\u1ee1ng kh\u00f4ng h\u00e0i l\u00f2ng th\u1ea5p:<\/strong> Thay v\u00ec vui m\u1eebng v\u00ec 95% kh\u00e1ch h\u00e0ng n\u00f3i h\u00e0i l\u00f2ng<\/strong>, h\u00e3y xem 5% ph\u1ea3n h\u1ed3i ti\u00eau c\u1ef1c<\/strong> l\u00e0 t\u00edn hi\u1ec7u c\u1ea3nh b\u00e1o cho m\u1ed9t r\u00e0o c\u1ea3n c\u00f3 t\u00ednh h\u1ec7 th\u1ed1ng. Courtesy Bias th\u01b0\u1eddng l\u00e0m t\u1ef7 l\u1ec7 kh\u00f4ng h\u00e0i l\u00f2ng th\u1ea5p \u0111i, n\u00ean m\u1ed9t con s\u1ed1 nh\u1ecf v\u1eabn \u0111\u00e1ng \u0111\u1ec3 \u0111i\u1ec1u tra.<\/li>\n
- H\u1ecfi chi ti\u1ebft v\u00e0 g\u1ee3i m\u1edf h\u01a1n:<\/strong> C\u00e2u \u201cB\u1ea1n c\u00f3 h\u00e0i l\u00f2ng kh\u00f4ng?\u201d r\u1ea5t d\u1ec5 nh\u1eadn \u0111\u01b0\u1ee3c \u0111\u00e1p \u00e1n m\u1eb7c \u0111\u1ecbnh l\u00e0 \u201cc\u00f3\u201d. H\u00e3y h\u1ecfi \u0111i\u1ec1u g\u00ec l\u00e0m h\u1ecd m\u1ea5t th\u1eddi gian nh\u1ea5t, b\u01b0\u1edbc n\u00e0o khi\u1ebfn h\u1ecd kh\u00f3 ch\u1ecbu, ho\u1eb7c n\u1ebfu \u0111\u01b0\u1ee3c thay \u0111\u1ed5i m\u1ed9t th\u1ee9 th\u00ec h\u1ecd s\u1ebd thay \u0111\u1ed5i \u0111i\u1ec1u g\u00ec.<\/li>\n
- D\u00f9ng kh\u1ea3o s\u00e1t \u1ea9n danh v\u00e0 gi\u00e3n th\u1eddi gian:<\/strong> \u0110\u1eebng h\u1ecfi ngay khi nh\u00e2n vi\u00ean v\u1eabn \u0111ang \u0111\u1ee9ng c\u1ea1nh kh\u00e1ch h\u00e0ng. G\u1eedi kh\u1ea3o s\u00e1t sau khi h\u1ecd \u0111\u00e3 tr\u1ea3i nghi\u1ec7m s\u1ea3n ph\u1ea9m m\u1ed9t kho\u1ea3ng th\u1eddi gian, \u0111\u1ed3ng th\u1eddi cho ph\u00e9p tr\u1ea3 l\u1eddi \u1ea9n danh s\u1ebd gi\u1ea3m b\u1edbt \u00e1p l\u1ef1c ph\u1ea3i l\u1ecbch s\u1ef1.<\/li>\n<\/ul>\n
B\u1ea5t k\u1ef3 t\u1ef7 l\u1ec7 kh\u00f4ng h\u00e0i l\u00f2ng nh\u1ecf n\u00e0o c\u0169ng c\u1ea7n \u0111\u01b0\u1ee3c coi tr\u1ecdng. B\u1edfi ph\u00eda sau m\u1ed9t ng\u01b0\u1eddi ch\u1ecbu l\u00ean ti\u1ebfng c\u00f3 th\u1ec3 l\u00e0 nhi\u1ec1u ng\u01b0\u1eddi kh\u00e1c \u0111ang kh\u00f3 ch\u1ecbu gi\u1ed1ng nh\u01b0 v\u1eady, h\u1ecd l\u1ea1i ch\u1ecdn r\u1eddi \u0111i thay v\u00ec m\u1ea5t th\u1eddi gian ph\u00e0n n\u00e0n. N\u1ebfu ch\u1ec9 nh\u00ecn v\u00e0o s\u1ed1 \u0111\u00f4ng \u0111ang khen, doanh nghi\u1ec7p r\u1ea5t d\u1ec5 b\u1ecf qua nh\u00f3m kh\u00e1ch h\u00e0ng im l\u1eb7ng n\u00e0y.<\/p>\n
Khi l\u1eddi khen ch\u01b0a ch\u1eafc l\u00e0 d\u1eef li\u1ec7u t\u1ed1t<\/h2>\n
Courtesy Bias nghe nh\u01b0 m\u1ed9t kh\u00e1i ni\u1ec7m nghi\u00ean c\u1ee9u kh\u00e1 xa l\u1ea1, nh\u01b0ng n\u00f3 xu\u1ea5t hi\u1ec7n trong nh\u1eefng cu\u1ed9c n\u00f3i chuy\u1ec7n b\u00ecnh th\u01b0\u1eddng nh\u1ea5t.<\/p>\n
T\u1eeb mi\u1ebfng b\u00e1nh ph\u00e1t th\u1eed \u1edf si\u00eau th\u1ecb, cu\u1ed9c live chat v\u1edbi Karen, cho \u0111\u1ebfn \u00f4 \u0111\u00e1nh gi\u00e1 5 sao sau khi b\u1ea1n v\u1eeba s\u1eed d\u1ee5ng d\u1ecbch v\u1ee5.<\/p>\n
N\u1ebfu b\u1ea1n \u0111ang l\u00e0m Marketing, v\u1eadn h\u00e0nh website, Product hay CRO, \u0111\u1eebng v\u1ed9i tin ho\u00e0n to\u00e0n v\u00e0o nh\u1eefng con s\u1ed1 \u201ch\u00e0i l\u00f2ng\u201d \u0111\u1eb9p long lanh tr\u00ean b\u00e1o c\u00e1o. C\u00f3 khi n\u00f3 ph\u1ea3n \u00e1nh ch\u1ea5t l\u01b0\u1ee3ng th\u1eadt, c\u0169ng c\u00f3 khi ch\u1ec9 l\u00e0 ph\u00e9p l\u1ecbch s\u1ef1 x\u00e3 giao c\u1ee7a kh\u00e1ch h\u00e0ng.<\/p>\n
Hi\u1ec3u Courtesy Bias kh\u00f4ng ph\u1ea3i \u0111\u1ec3 ch\u00fang ta nghi ng\u1edd m\u1ecdi c\u00e2u tr\u1ea3 l\u1eddi. Kh\u00e1i ni\u1ec7m n\u00e0y gi\u00fap b\u1ea1n \u0111\u1eb7t c\u00e2u h\u1ecfi c\u1ee5 th\u1ec3 h\u01a1n, t\u00e1ch \u0111\u00fang v\u1ea5n \u0111\u1ec1 c\u1ea7n \u0111\u00e1nh gi\u00e1 v\u00e0 ch\u00fa \u00fd \u0111\u1ebfn nh\u1eefng ph\u1ea3n h\u1ed3i ti\u00eau c\u1ef1c d\u00f9 con s\u1ed1 r\u1ea5t nh\u1ecf. Nh\u01b0 v\u1eady d\u1eef li\u1ec7u m\u1edbi h\u1ed7 tr\u1ee3 cho quy\u1ebft \u0111\u1ecbnh, thay v\u00ec d\u1eabn doanh nghi\u1ec7p \u0111i sai h\u01b0\u1edbng.<\/p>\n
B\u1ea1n \u0111\u00e3 t\u1eebng g\u1eb7p m\u1ed9t t\u00ecnh hu\u1ed1ng gi\u1ed1ng c\u00e2u chuy\u1ec7n c\u1ee7a Karen ch\u01b0a?<\/p>\n","protected":false},"excerpt":{"rendered":"
M\u00ecnh c\u00f2n nh\u1edb h\u1ed3i c\u00f2n sinh vi\u00ean, c\u00f3 l\u1ea7n \u0111i si\u00eau th\u1ecb v\u00e0 g\u1eb7p \u0111\u00fang qu\u1ea7y ph\u00e1t b\u00e1nh \u0103n th\u1eed. B\u1ea1n nh\u00e2n vi\u00ean \u0111\u01b0a cho m\u00ecnh 1 mi\u1ebfng r\u1ed3i c\u01b0\u1eddi r\u1ea5t t\u01b0\u01a1i, h\u1ecfi ngay l\u00e0 \u201cAnh th\u1ea5y b\u00e1nh th\u1ebf n\u00e0o \u1ea1?\u201d. Th\u1ef1c ra mi\u1ebfng b\u00e1nh \u0111\u00f3 h\u01a1i ng\u00e1n, \u0103n c\u0169ng kh\u00f4ng ngon nh\u01b0 m\u00ecnh ngh\u0129. […]<\/p>\n","protected":false},"author":1,"featured_media":4590,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[1,36],"tags":[54],"class_list":["post-4030","post","type-post","status-publish","format-standard","has-post-thumbnail","category-cro","category-tam-ly-hoc-chuyen-doi","tag-phuong-phap-nghien-cuu"],"blocksy_meta":[],"_links":{"self":[{"href":"https:\/\/vbaseup.com\/kien-thuc\/wp-json\/wp\/v2\/posts\/4030","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/vbaseup.com\/kien-thuc\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/vbaseup.com\/kien-thuc\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/vbaseup.com\/kien-thuc\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/vbaseup.com\/kien-thuc\/wp-json\/wp\/v2\/comments?post=4030"}],"version-history":[{"count":6,"href":"https:\/\/vbaseup.com\/kien-thuc\/wp-json\/wp\/v2\/posts\/4030\/revisions"}],"predecessor-version":[{"id":4773,"href":"https:\/\/vbaseup.com\/kien-thuc\/wp-json\/wp\/v2\/posts\/4030\/revisions\/4773"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/vbaseup.com\/kien-thuc\/wp-json\/wp\/v2\/media\/4590"}],"wp:attachment":[{"href":"https:\/\/vbaseup.com\/kien-thuc\/wp-json\/wp\/v2\/media?parent=4030"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/vbaseup.com\/kien-thuc\/wp-json\/wp\/v2\/categories?post=4030"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/vbaseup.com\/kien-thuc\/wp-json\/wp\/v2\/tags?post=4030"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}
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