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:

Creative

Relating to or involving the imagination or original ideas, especially in the production of an artistic work.

Self-Stereotyping

The process by which individuals adopt and apply stereotypes about their own groups to themselves.

Ingroup-Outgroup Bias

The tendency to favor members of one's own group (ingroup) over those of other groups (outgroup), often leading to prejudice and discrimination.

Collectivistic Cultures

Societies that prioritize the needs and goals of the group over individual desires or ambitions, emphasizing interconnectedness and social harmony.