Discuss the Relationship Between Customer Expectations and Customer Satisfaction

question 36

Essay

Discuss the relationship between customer expectations and customer satisfaction. What might cause expectations to be higher or lower? How is the zone of tolerance a useful diagnostic tool in terms of developing strategies aimed at improving customer satisfaction?

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Definitions:

Longitudinal Effects

Outcomes or impacts that can be observed over extended periods of time, often used to assess how certain variables or interventions influence development or behavior.

Butterfly Effects

The concept that small causes can have large effects, particularly in the context of a chaotic system, where minute variations in initial conditions can result in vastly different outcomes.

Teratogen

Any agent or substance that can cause malformation of an embryo or fetus.

Birth Defect

A physical or biochemical abnormality that is present at birth and that may affect bodily functions or appearance.