Transcription of THEORIES OF CUSTOMER SATISFACTION - …
{{id}} {{{paragraph}}}
Example: marketing
THEORIES OF CUSTOMER SATISFACTION - …
90 THEORIES OF CUSTOMER SATISFACTION A number of theoretical approaches have been utilized to explain the relationship between disconfirmation and THEORIES have been used to understand the process through which customers form SATISFACTION judgments. The THEORIES can be broadly classified under three groups: Expectancy disconfirmation, Equity, and Attribution. Still again there are a number of THEORIES surrounding the SATISFACTION and service paradigm. 2 The expectancy disconfirmation theory suggests that consumers form SATISFACTION judgments by evaluating actual product/service. Four psychological THEORIES were identified by Anderson that can be used to explain the impact of expectancy or SATISFACTION : Assimilation, Contrast, Generalised Negativity, and MEASUREMENT OF SATISFACTION Some of the THEORIES are discussed in this chapter.
90 THEORIES OF CUSTOMER SATISFACTION A number of theoretical approaches have been utilized to explain the relationship between disconfirmation and satisfaction.
Tags:
Information
Domain:
Source:
Link to this page:
Please notify us if you found a problem with this document: