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Author Question: The most popular definition of customer satisfaction/dissatisfaction is: a. a comparison of actual ... (Read 76 times)

sjones

  • Hero Member
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  • Posts: 520
on: Jun 28, 2018
The most popular definition of customer satisfaction/dissatisfaction is:
 a. a comparison of actual outcomes to those that are culturally acceptable.
 b. a comparison of gains in a social exchange.
 c. a comparison of customer expectations to perceptions regarding the actual service encounter.
 d. a function of the consumer's belief that he/she was treated fairly.

Question 2

When conducting depth interviews, the questions should be general.
 a. True
  b. False
 Indicate whether the statement is true or false


abctaiwan

  • Sr. Member
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  • Posts: 355
Reply #1 on: Jun 28, 2018
Answer to Question 1

c

Answer to Question 2

True


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