Customer Satisfaction Is the Extent to Which a Firm Fulfills

question 293

Multiple Choice

Customer satisfaction is the extent to which a firm fulfills a consumer's:

• A) needs.
• B) desires.
• C) expectations.
• D) only A and B above.
• E) all of the above.

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Definitions:

Expected Results

The anticipated outcomes or effects that are predicted based on specific actions, processes, or strategies.

Availability Heuristic

A cognitive bias in which people overestimate the importance or probability of something based on how readily it comes to mind.

Representativeness Heuristic

A cognitive bias in decision making, where the likelihood of an event is assessed based on how similar it is to a typical case.

Satisficing Heuristic

A decision-making process that seeks a satisfactory solution rather than an optimal one.