The Following Are Guidelines for Measuring Customer Satisfaction Except __________

question 8

Multiple Choice

the following are guidelines for measuring customer satisfaction except __________.

• A) Identify causes of dissatisfaction that motivate customers to change brands
• B) Evaluate the lifetime value of customer to the product
• C) Track measures and compare to competitors
• D) Differentiate between dissatisfaction and dislike of product

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Definitions:

Recency Effect

The tendency to better remember information that is encountered last in a series.

Salience Effect

Refers to the tendency of individuals to focus on items or information that stand out more noticeably or are more significant to them.

Depth of Processing

A theory suggesting the depth (shallow to deep) of mental processing affects memory recall; deeper processing leads to better recall.

Retroactive Interference

The phenomenon where newly learned information interferes with the recall of information learned previously.