Which of the Following Statements About Customer Satisfaction Is True

question 8

Multiple Choice

Which of the following statements about customer satisfaction is true?

• A) Satisfaction cannot be defined quantitatively
• B) Customer satisfaction can only be analyzed if it is considered to be a static occurrence
• C) Customer satisfaction can only be determined through anecdotal evidence
• D) Satisfaction may be associated with feelings of ambivalence when there is a mix of positive and negative experiences
• E) Customer satisfaction is not influenced by price

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Definitions:

Signal Detection Theory

A means to quantify the ability to discern between information-bearing patterns and random patterns that distract from the information.

Stimulus

Any object or event that elicits a sensory or behavioral response in an organism.

Just Noticeable Difference (jnd)

The minimum amount by which stimulus intensity must be changed in order to produce a noticeable variation in sensory experience.

Psychophysiological Judgment

A process of evaluating psychological phenomena through physiological responses.