Customer Satisfaction

Chapter 4 guest contentment by Gerhard Raab, Riad A. Ajami, Vidyaranya B. Gargeya and G. Jason Goddard Chapter Objectives: ? ? ? ? ? ? ? ? Understand the importance of customer satisfaction to company performance. Differentiate amid the should and is factors of customer satisfaction. address the diametrical levels of customer satisfaction utilizing the guest Satisfaction Development Model. amplify on the theory of Cognitive Dissonance. Discuss how Contrast conjecture and Assimilation Contrast Theory relate to Cognitive Dissonance. excuse the advantages of a continuous customer satisfaction study for an organization. Discuss the eight phases of a customer satisfaction study. Distinguish between the two subjective forms of customer satisfaction measurement. Customer Orientation point of intersection Quality Customer Satisfaction Customer Retention Customer Value Company Success Personnel Technology Organization Figure 4.1: The model and relevance of customer satisfaction The Concept and Relevance of Customer Satisfaction If one wants to elucidate the phenomenon of customer retention, it is first necessary to come up with a clear, opinionual definition of the impression of satisfaction.

In order to be able to retain customers, companies must be able to satisfy the needs and desires of their customers. the english enounce satisfaction stems from the latin, from the words satis (enough) and facere (to make). In light of these early findings, one 60 Customer Relationship Management can say that customer satisfaction is each about doing enough for the customer (rust, Zahorik & Keinigham, 1996, p. 229). in its general use, the concept of satisfaction indicates psychological states such as well-being, happiness, and contentment. to achieve a customers satisfaction, it is necessary to be aware of his expectations, and to be knowledgeable of what he likes and does not like. it is not uncommon for companies to involve the... If you want to get a full essay, order it on our website: Ordercustompaper.com

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