Customer Satisfaction Is Defined as ________

question 22

Multiple Choice

Customer satisfaction is defined as ________.

• A) the degree to which an individual will resist switching from one offering to another
• B) the level at which the offering meets or exceeds a customer's expectations
• C) retaining satisfied and loyal profitable customers and channels
• D) increasing the likelihood that a customer becomes a buzz marketer
• E) the number of purchases in a defined period of time

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Definitions:

Needs Hierarchy

A theory in psychology, proposed by Abraham Maslow, which posits that people are motivated to fulfill basic needs before moving on to other, more advanced needs.

Oxytocin

A hormone, secreted by the pituitary gland, that stimulates uterine contractions during childbirth, facilitates the ejection of milk during nursing, and seems to promote, in both sexes, attachment and trust in relationships.

Liquid Trust

A concept referring to a spray or product claimed to contain oxytocin, which supposedly increases trust and bonding between people.

Attaining Goal

The process of achieving a specific objective or reaching a desired outcome.