Podcast
Questions and Answers
What is customer satisfaction in the context of marketing?
What is customer satisfaction in the context of marketing?
- A measure of how products and services meet or surpass customer expectation (correct)
- The total revenue generated by a company
- The number of products sold by a company
- The number of customers who have purchased a product
Why are enhancing customer satisfaction and fostering customer loyalty pivotal for businesses?
Why are enhancing customer satisfaction and fostering customer loyalty pivotal for businesses?
- To expand the company's market reach
- To increase the number of products sold
- To reduce the cost of production
- To improve the balance between customer attitudes before and after the consumption process (correct)
Which theoretical framework is most widely accepted for explaining customer satisfaction?
Which theoretical framework is most widely accepted for explaining customer satisfaction?
- Contrast Theory
- Expectancy Disconfirmation Theory (correct)
- Equity Theory
- Attribution Theory
What is the primary goal of using various theoretical frameworks to gain insights into customer satisfaction?
What is the primary goal of using various theoretical frameworks to gain insights into customer satisfaction?
What is the definition of customer satisfaction as per the text?
What is the definition of customer satisfaction as per the text?
What is the origin of the conceptualization of service quality as a comparison of perceived expectations and perceived performance?
What is the origin of the conceptualization of service quality as a comparison of perceived expectations and perceived performance?
How can a business achieve high service quality while remaining economically competitive?
How can a business achieve high service quality while remaining economically competitive?
What is the equation for service quality in its contemporary conceptualization?
What is the equation for service quality in its contemporary conceptualization?
What are some methods for achieving improvements in service quality?
What are some methods for achieving improvements in service quality?
According to empirical studies, what impact does improved service quality have on profitability and long term economic competitiveness?
According to empirical studies, what impact does improved service quality have on profitability and long term economic competitiveness?
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