MKT 723 Study Guide - Customer Satisfaction, Voicemail
21 Oct 2014
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Other synonyms of satisfaction: fulfilment: whether one"s needs have been met, contentment: passive response, pleasure, delight : surprise consumer in a positive way, relief: removal of negative, ambivalence: mix of positive and negative. Customer emotions: can be stable, preexisting ones- mood state or life satisfaction, on vacation -> happy mood -> influences service experience (bad mood- vice versa) o. Take partial responsibility for own actions: customers were less dissatisfied with a price error if they felt the reason behind the error was not in the control of the cashier o o. Other consumers, family members, coworkers: satisfaction of each family member at vacation trip. National customer satisfaction index: customer satisfaction index: quality, national customer satisfaction index: quantity. Level if satisfaction: most satisfied with (non durable ex. soft drink, personal care products) Less satisfied with durables ( furniture, automobile) least satisfied with services.
