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Title: customer satisfaction

Essay Details:

Subject: Business

Author: James W

Date: September 26, 2013

Level: University

Grade: B

Length: 4 / 1182

Essay text:

An individual is more likely to be satisfied if the service performance meets or exceeds his/her expectations. On the other hand, he/she is more likely to be dissatisfied if the service performance falls below his/her expectations. Attribution theory is concerned with how individuals interpret events and how this relates to their thinking and behavior. Attribution theory assumes that people try to determine why people do what they do. A person seeking to understand why another person did something may attribute one or more causes to that behavior. Equity theory seeks to explain the method whereby consumers perceive fairness in a market exchange...

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