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
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