MKT 723 Chapter Notes - Chapter 5: Customer Retention, Customer Satisfaction
14 May 2015
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Document Summary
Product/service features: for ex. at a hotel features such as the pool area, access to facilities, restaurants, room comfort and privacy will affect customer"s satisfaction. Consumer emotions: emotions that exist prior to the service and those that are induced by the consumption of the experience itself influence a customer"s satisfaction with the service. Attributions for service success or failure: when surprised by a service, customers look for an explanation behind them before determining their level of satisfaction with the service. Other consumers, family members, and coworkers: other people who enjoyed the experience with the customer affect the overall satisfaction of that customer. Service quality: customer"s judgement of overall excellence of the service provided in relation to the quality that was expected. Consumers judge the quality of services according to: the technical outcome provided, the process by which that outcome was delivered, the quality of the physical surroundings where the service is delivered.
