Total customer satisfaction is conceptualised as the relationship between:
A) past experience and present experience.
B) advertised outcomes and real outcomes.
C) perceived performance and expectation.
D) expected value and total customer benefit.
E) customer attitude and salesperson's attitude.

Question

Quizplus · Accepted Answer

Total customer satisfaction is the comparison between the customer's perceived performance of a product or service and their expectation of that product or service. Advertised outcomes and real outcomes are related, but not the only factors that contribute to satisfaction. Expected value and total customer benefit are also related, but not the only factors that contribute to satisfaction. Past experience and present experience may influence satisfaction, but they are not the only factors. Customer attitude and salesperson's attitude are also related to satisfaction, but again, they are not the only factors.

Total Customer Satisfaction Is Conceptualised as the Relationship Between