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Essay text:
If the product’s performance falls short of expectations, the buyer is dissatisfied. If performance matches or exceeds expectations, the buyer is satisfied or delighted
• Key to customer satisfaction is to matcher customer expectations with company performance
• Smart companies aim to delight customers by promising only what they can deliver, then delivering more than they promise (similar to earnings management)
• Total quality management is a system that empowers employees to accept or reject their own output to agreed standards, based on the premise that each work group is a customer of the preceding group and the continual advancement should be made towards zero defects
• Quality has a direct influence on product performance and on customer satisfaction
Exchange, Transactions and Relationships
• Exchange is the act of obtaining a desired object from someone by offering something in return
• Exchange allows society to produce much more than it would with an alternative system
• At least 2 parties must participate and each must have something of value to the other
• Each party must also want to deal with the other party and each must be free to accept or reject the other’s offer
• Each party must be able to communicate and deliver
• Transactions are trades between 2 parties that involves at least 2 things of value, agreed upon conditions, a time of agreement and a place of agreement
• Relationship marketing is the process of creating, maintaining and enhancing strong, value laden relationships with customers and other stakeholders
• Operation assumption: Maintain good relationships and profitable transactions will continue
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Common topics in this essay:
- 2. Strategic Quality Management and Customer Satisfaction Paper
- A RELATIONAL STUDY ON CUSTOMER SATISFACTION, TRUST , SWITCHING BARRIERS AND OVER ALL CUSTOMER RETENTION IN THE CONTEXT OF UNITREND LTD.
- Customer Satisfaction
- Customer Satisfaction
- Customer Satisfaction
- Customer Satisfaction
- Customer Satisfaction
- Customer relationships marketing
- customer satisfaction
- customer satisfaction
- customer satisfaction
- Marketing and Customer Relationships Worksheet
- Strategic Quality Riordan: Management and Customer Satisfactio
- customer relationships
- The statement of financial performance is based on data relating to past transactions and events. Hence the statement of financial performance is of no use to an investor’s decision making process.
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