Identify an accurate statement about customer satisfaction.
A) It creates strong behavioral motivations.
B) It is a pre-consumption phenomenon.
C) It results from a cognitive appraisal.
D) It is an outcome of cognitive dissonance.

Question

Quizplus · Accepted Answer

Customer satisfaction is the result of a cognitive appraisal, which is the process by which a customer evaluates a product or service and forms an opinion about its value. This evaluation includes both cognitive factors (such as the product's features, quality, and price) and emotional factors (such as the customer's feelings and perceptions about the experience). Satisfaction is not a pre-consumption phenomenon, as it requires the customer to have had some experience with the product or service. It is also not a result of cognitive dissonance, as cognitive dissonance refers to the psychological discomfort that arises from conflicting beliefs or values. Satisfaction, on the other hand, is a positive feeling of contentment with a product or service. While it may motivate customers to repeat their purchase, it is not necessarily a strong behavioral motivation on its own.

Identify an Accurate Statement About Customer Satisfaction