About this document
Understanding Customer Satisfaction Dynamics by Rudren Eswaran Krishnan is a document available to read on EtoBox.
1. The document discusses customer satisfaction and dissatisfaction, including models of satisfaction, responses to satisfaction and dissatisfaction, and measuring satisfaction. 2. It describes the confirmation model and disconfirmation model of satisfaction, where satisfaction results from meeting or exceeding expectations and dissatisfaction occurs when expectations are not met. 3. Responses to satisfaction and dissatisfaction are discussed, noting that most consumers do not complain when dissatisfied
- Author
- Rudren Eswaran Krishnan
- Language
- EN