Customer satisfaction can be achieved through fulfillment and various emotional responses to consumption experiences. Multi-service laundries are attempting to influence satisfaction by providing additional services and amenities to enhance the consumer experience through pleasure, delight, and relief. When assessing satisfaction, these laundries should consider factors like meeting customer needs and wants, product quality, and perceived quality from the consumer's perspective in order to build loyalty and achieve business objectives.
This document discusses customer satisfaction. It defines satisfaction as a judgment of pleasurable fulfillment from consumption. Customers are satisfied when a product or service exceeds their expectations. Managers aim to satisfy customers to achieve organizational goals like profits and market share. Customer satisfaction is influenced by perceived quality, choice criteria, and expectations. When expectations are met or exceeded, customers feel positive disconfirmation and satisfaction increases. Dissatisfaction occurs with negative disconfirmation when expectations are not met. Satisfied customers exhibit behaviors like loyalty that benefit firms through increased profits and sales.
The document discusses consumer behavior and the consumer decision-making process. It covers topics like need recognition, information search, purchase evaluation, and post-purchase behavior. It also discusses factors that influence consumer decisions at different stages, like cultural, social, individual, and psychological factors.
This chapter discusses key concepts in marketing and consumer behavior that provide context for understanding advertising. It defines marketing and explains advertising's role in bringing together consumers and producers. The chapter then outlines the marketing process and its participants including customers, influencers, and marketers. It also examines the consumer decision process and how perceptions, motivations, and influences shape purchasing behavior.
This document discusses consumer perception and the process by which consumers select and organize stimuli to make sense of the world. It describes perception as involving more than just sensing something, but assigning meaning to it. The key aspects of consumer perception discussed are exposure to information, attention, and perceived risk. Exposure deals with consumers initially noticing marketing stimuli, while attention refers to how much processing capacity they allocate to a stimulus. Perceived risk involves consumers' assessment of potential consequences of a purchase or service.
This document discusses consumer perception and related concepts from a marketing perspective. It is from Amity International Business School and covers topics like the definition of perception, the nature and elements of perception including sensation, thresholds, and subliminal perception. It also discusses the aspects of perception including selection, organization, and interpretation. Specifically, it describes principles of organization, perceptual distortions in interpretation, issues in consumer imagery like positioning and perceived quality, and techniques for positioning products.
This document provides an overview of motivational interviewing, including its effectiveness, appropriate strategies for different stages of change, key skills, and handling client resistance. Motivational interviewing is a therapeutic style that helps clinicians work with clients to address fluctuating behaviors and thoughts by expressing empathy, developing discrepancies, avoiding arguments, supporting self-efficacy, and adjusting to resistance. It provides strategies tailored for precontemplation, contemplation, preparation, action, maintenance, and recurrence stages of change. Key skills include developing discrepancy, expressing empathy through reflective listening, and eliciting self-motivational statements from clients.
The document discusses various aspects of consumer behavior, including the consumer decision-making process. It describes the stages consumers go through from need recognition to post-purchase evaluation. It discusses factors that influence consumer decisions at each stage, such as cultural, social, individual and psychological factors. It also discusses sources of information that consumers use during the information search stage, including personal sources, public sources, and marketer-dominated sources.
The document discusses various aspects of consumer behavior, including:
1. It outlines the typical consumer decision-making process that consumers go through, from need recognition to post-purchase behavior. This includes information search, evaluation of alternatives, and purchase.
2. It discusses factors that influence consumer behavior, such as cultural, social, individual, and psychological factors. It also discusses the roles of different individuals (initiator, influencer, decider, buyer, user) in purchase decisions.
3. It covers concepts like involvement levels, decision rules used by consumers when evaluating options, and ways to reduce post-purchase dissonance.
This document discusses customer satisfaction. It defines satisfaction as a judgment of pleasurable fulfillment from consumption. Customers are satisfied when a product or service exceeds their expectations. Managers aim to satisfy customers to achieve organizational goals like profits and market share. Customer satisfaction is influenced by perceived quality, choice criteria, and expectations. When expectations are met or exceeded, customers feel positive disconfirmation and satisfaction increases. Dissatisfaction occurs with negative disconfirmation when expectations are not met. Satisfied customers exhibit behaviors like loyalty that benefit firms through increased profits and sales.
The document discusses consumer behavior and the consumer decision-making process. It covers topics like need recognition, information search, purchase evaluation, and post-purchase behavior. It also discusses factors that influence consumer decisions at different stages, like cultural, social, individual, and psychological factors.
This chapter discusses key concepts in marketing and consumer behavior that provide context for understanding advertising. It defines marketing and explains advertising's role in bringing together consumers and producers. The chapter then outlines the marketing process and its participants including customers, influencers, and marketers. It also examines the consumer decision process and how perceptions, motivations, and influences shape purchasing behavior.
This document discusses consumer perception and the process by which consumers select and organize stimuli to make sense of the world. It describes perception as involving more than just sensing something, but assigning meaning to it. The key aspects of consumer perception discussed are exposure to information, attention, and perceived risk. Exposure deals with consumers initially noticing marketing stimuli, while attention refers to how much processing capacity they allocate to a stimulus. Perceived risk involves consumers' assessment of potential consequences of a purchase or service.
This document discusses consumer perception and related concepts from a marketing perspective. It is from Amity International Business School and covers topics like the definition of perception, the nature and elements of perception including sensation, thresholds, and subliminal perception. It also discusses the aspects of perception including selection, organization, and interpretation. Specifically, it describes principles of organization, perceptual distortions in interpretation, issues in consumer imagery like positioning and perceived quality, and techniques for positioning products.
This document provides an overview of motivational interviewing, including its effectiveness, appropriate strategies for different stages of change, key skills, and handling client resistance. Motivational interviewing is a therapeutic style that helps clinicians work with clients to address fluctuating behaviors and thoughts by expressing empathy, developing discrepancies, avoiding arguments, supporting self-efficacy, and adjusting to resistance. It provides strategies tailored for precontemplation, contemplation, preparation, action, maintenance, and recurrence stages of change. Key skills include developing discrepancy, expressing empathy through reflective listening, and eliciting self-motivational statements from clients.
The document discusses various aspects of consumer behavior, including the consumer decision-making process. It describes the stages consumers go through from need recognition to post-purchase evaluation. It discusses factors that influence consumer decisions at each stage, such as cultural, social, individual and psychological factors. It also discusses sources of information that consumers use during the information search stage, including personal sources, public sources, and marketer-dominated sources.
The document discusses various aspects of consumer behavior, including:
1. It outlines the typical consumer decision-making process that consumers go through, from need recognition to post-purchase behavior. This includes information search, evaluation of alternatives, and purchase.
2. It discusses factors that influence consumer behavior, such as cultural, social, individual, and psychological factors. It also discusses the roles of different individuals (initiator, influencer, decider, buyer, user) in purchase decisions.
3. It covers concepts like involvement levels, decision rules used by consumers when evaluating options, and ways to reduce post-purchase dissonance.
Applying expectancy disconfirmation model to brand purchasingKhairunnissa Virani
This document discusses the Expectancy Disconfirmation Model and how it can be used to measure consumer satisfaction and brand loyalty. The model measures the difference between a customer's expectations of a product or service and their actual experience. If expectations match experience, it leads to satisfaction, but if expectations are not met, it leads to dissatisfaction. Apple is used as a case study of a brand that sets high expectations and consistently meets them through innovation, uniqueness, and customer service. This leads to high consumer satisfaction, positive disconfirmation, and strong brand loyalty over time.
The document discusses the four types of sentences: imperative sentences which are commands or requests, declarative sentences which make statements, exclamatory sentences which express strong emotion, and interrogative sentences which ask questions. Each sentence type is defined and an example is provided to illustrate it. The document was prepared by Pinky Prakash as an overview of the different kinds of sentences.
Customers go through several stages in their decision-making process before and after purchasing a service. In the pre-purchase stage, customers become aware of needs, search for information from multiple sources, and evaluate service attributes which can be search-based, experience-based, or credence-based. Perceived risk is also evaluated. During the service encounter stage, customers interact with the service through its production, delivery, physical environment, personnel, and other customers. In the post-encounter stage, customers assess their satisfaction based on whether the service met, exceeded, or fell short of their expectations.
validité discriminante et prédictive des composantes de la relation à la marqueChristophe Benavent
Un vieux papier présenté au 17ème congrès de l'AFM 2001 et refusé par une grande revue en 4ème lecture dont je m'aperçois qu'il est toujours cité : voir par exemple https://scholar.google.fr/citations?view_op=view_citation&hl=fr&user=pESxEqEAAAAJ&citation_for_view=pESxEqEAAAAJ:IjCSPb-OGe4C
The document discusses expressing satisfaction and dissatisfaction in English. It provides definitions of satisfaction and dissatisfaction, formulas for formally expressing each, examples of asking and responding about satisfaction and dissatisfaction, related vocabulary terms, sample conversations demonstrating usage, and evaluation questions to assess comprehension. Formulas, examples, and vocabulary are given for expressing both satisfaction and dissatisfaction in various daily contexts.
Customer satisfaction is important for businesses. It involves meeting or exceeding customer expectations to gain loyalty. Some key aspects of customer satisfaction include being prompt in responses, fixing problems quickly without delay, communicating effectively with passion and empathy, and going above and beyond to delight customers. Maintaining high customer satisfaction requires focus, urgency and a positive attitude from employees.
The document discusses measuring customer satisfaction. It defines customer satisfaction as a measure of how well a company's products and services meet or exceed customer expectations. It also discusses direct and indirect methods for obtaining customer feedback, including surveys, complaints, loyalty, and expectations. The key to customer satisfaction is understanding customer expectations and pinpointing specifically where a company may be failing to meet those expectations.
Perception is the organization, identification, and interpretation of sensory information to understand one's environment. Perception involves both bottom-up processing of sensory input and top-down processing influenced by memory, learning, and expectations. While perception seems effortless, it is actually a complex process involving the nervous system. Customer perception is influenced by their actual experiences with products and services as well as interactions with companies and other factors. Understanding customer perception is important for building customer loyalty and gaining competitive advantage in today's business environment.
Customer Success & The Value Stream Discovery LoopGuita Gopalan
This document discusses customer success and mapping the customer journey. It defines customer success as customers achieving their desired outcomes through interactions with a company. The customer journey is described as having 7 stages: aware, intrigued, hopeful, convinced, satisfied, trusting, and passionate. For each stage, the document prompts the reader to consider the customer behavior, triggers and conditions, and how to measure success. It emphasizes discovering value streams to understand what customers do at each stage and how businesses can move them to the next stage. The overall goal is to hypothesize the behaviors that indicate what state a customer is in and what a company must do to help them progress along their journey.
project on consumer satisfaction in sireesh auto mobile chithravasu
Consumer satisfaction is a measure of how well a company's products and services meet or exceed customer expectations. It is crucial for customer retention and positive word-of-mouth. The document discusses factors that affect consumer satisfaction like product quality, price, brand, availability, after-sales service, and durability. It also defines customer satisfaction and reviews several academic definitions that see it as the assessment of whether a product meets or exceeds expectations. Maintaining high customer satisfaction is important for businesses as it increases customer loyalty, lifetime value, and reduces churn.
This document discusses attitudes, persuasion, and decision making. It defines attitudes as lasting evaluations of people, objects, or issues. It also outlines Daniel Katz's four functions of attitudes: utilitarian, value-expressive, ego-defensive, and knowledge. The three components of attitudes are affect, behavior, and cognition. Hierarchy of effects models how these components impact one another. Attitudes can form through compliance, identification, or internalization. Major attitude theories and the managerial implications of persuasion are also summarized. Finally, the document outlines different types of consumer decisions and information search as well as how mental shortcuts and heuristics influence decision making.
Consumer behavior involves understanding why, what, who, when, and how consumers make purchasing decisions. It is influenced by internal factors like motivation, emotion, perception, and attitude, as well as external factors like culture and groups. Understanding consumer behavior allows businesses to create better marketing strategies by speaking directly to consumer needs and influencing their decision making process.
1) The document discusses key concepts related to consumer perception including sensation, thresholds, subliminal perception, selection, organization, and interpretation.
2) It explains that perception is the process by which individuals select, organize and interpret stimuli to form a meaningful understanding of the world.
3) Sensation is the immediate response of the senses to stimuli, while thresholds refer to the minimum levels at which stimuli can be detected either absolutely or in relation to other stimuli.
This chapter discusses consumer perception and the key elements and aspects that influence how consumers perceive marketing stimuli. It covers sensation and threshold, selection through selective exposure and attention, organization through figure-ground relationships and closure, and interpretation based on stereotypes, first impressions, and halo effects. Marketers must understand these concepts to effectively position products and services, and influence how consumers perceive quality, price, risk, and other attributes.
This document provides an agenda and materials for a workshop on managing customer emotions. The agenda includes understanding feelings, how to talk about emotions, developing habits to change financial outcomes, and continuous improvement. It discusses how unhappy customers and colleagues can lead to unhappy shareholders, and how emotional efficiency is important for business performance and costs. Various emotion scales are presented to help describe feelings verbally. The document emphasizes that understanding context is important for interpreting emotions and priorities. A case study example shows how conversation analysis and emotional modeling can be used to test customer and agent experiences on phone calls to identify quick wins for improving the customer experience.
The document provides an overview of key concepts related to consumer behaviour. It defines consumer behaviour according to different authors as the actions and decisions of individuals when purchasing goods for personal use. It also discusses customer needs processes, customer satisfaction, reasons why customers leave, differences between good, bad and excellent service, tracking customer satisfaction, and the relationship between consumer emotions/moods and motives. Customer loyalty is defined as customers believing a company's offering is their best option. A customer loyalty model and strategies for building loyalty are presented.
This document provides a literature review on research related to customer satisfaction and technological innovation in the banking sector. Several studies found that there is a positive relationship between technology and customer satisfaction in banking. Factors like accessibility, convenience, security, privacy, content, design, speed and fees of e-banking platforms influence customer satisfaction. Satisfied customers are more likely to remain loyal to their bank, recommend the bank to others, and purchase additional banking products. However, customer financial literacy is still relatively low. Technological innovation can improve customer satisfaction but also increases costs for banks.
The document provides an overview of the Indian cement industry. It discusses the history and growth of the industry from its beginnings in 1904 with a capacity of 30 tons per day up to the present where India is the 5th largest cement producer globally. While production and capacity have increased significantly, consumption in India remains one of the lowest in the world, pointing to significant growth potential. Key factors driving future demand are expected to be infrastructure development projects and increasing per capita income and consumption. The industry has progressed through various phases of government control and deregulation.
Consumer behavior -_beliefs,_attitudes,_n_intentionBo Sar
This document discusses consumer attitudes and how they relate to purchase intentions and behaviors. It defines attitudes as lasting general evaluations that have cognitive, affective, and behavioral components. The cognitive component is made up of beliefs about product attributes. The affective component is the feelings of liking or disliking. Behavioral intention, which is a better predictor of behavior than beliefs or affect alone, is influenced by both attitude toward the act of purchase and subjective norms related to others' opinions. Models like the Fishbein model and the theory of reasoned action aim to understand how attitudes, beliefs, affect, norms, and intentions interact to predict consumer behaviors.
The document discusses ethics in trading and provides guidelines on dos and don'ts. It defines ethics as standards of right and wrong that prescribe what humans ought to do in terms of rights, obligations, benefits to society, fairness, or virtues. It also discusses developing one's ethical standards through continuous self-examination. The dos section recommends learning about trading strategies, having a money management plan, making independent decisions, and understanding risks. The don'ts advise against making decisions based on rumors, letting emotions rule trading, and manipulative activities. It also discusses resolving ethical dilemmas by analyzing consequences, actions, and making a decision.
Applying expectancy disconfirmation model to brand purchasingKhairunnissa Virani
This document discusses the Expectancy Disconfirmation Model and how it can be used to measure consumer satisfaction and brand loyalty. The model measures the difference between a customer's expectations of a product or service and their actual experience. If expectations match experience, it leads to satisfaction, but if expectations are not met, it leads to dissatisfaction. Apple is used as a case study of a brand that sets high expectations and consistently meets them through innovation, uniqueness, and customer service. This leads to high consumer satisfaction, positive disconfirmation, and strong brand loyalty over time.
The document discusses the four types of sentences: imperative sentences which are commands or requests, declarative sentences which make statements, exclamatory sentences which express strong emotion, and interrogative sentences which ask questions. Each sentence type is defined and an example is provided to illustrate it. The document was prepared by Pinky Prakash as an overview of the different kinds of sentences.
Customers go through several stages in their decision-making process before and after purchasing a service. In the pre-purchase stage, customers become aware of needs, search for information from multiple sources, and evaluate service attributes which can be search-based, experience-based, or credence-based. Perceived risk is also evaluated. During the service encounter stage, customers interact with the service through its production, delivery, physical environment, personnel, and other customers. In the post-encounter stage, customers assess their satisfaction based on whether the service met, exceeded, or fell short of their expectations.
validité discriminante et prédictive des composantes de la relation à la marqueChristophe Benavent
Un vieux papier présenté au 17ème congrès de l'AFM 2001 et refusé par une grande revue en 4ème lecture dont je m'aperçois qu'il est toujours cité : voir par exemple https://scholar.google.fr/citations?view_op=view_citation&hl=fr&user=pESxEqEAAAAJ&citation_for_view=pESxEqEAAAAJ:IjCSPb-OGe4C
The document discusses expressing satisfaction and dissatisfaction in English. It provides definitions of satisfaction and dissatisfaction, formulas for formally expressing each, examples of asking and responding about satisfaction and dissatisfaction, related vocabulary terms, sample conversations demonstrating usage, and evaluation questions to assess comprehension. Formulas, examples, and vocabulary are given for expressing both satisfaction and dissatisfaction in various daily contexts.
Customer satisfaction is important for businesses. It involves meeting or exceeding customer expectations to gain loyalty. Some key aspects of customer satisfaction include being prompt in responses, fixing problems quickly without delay, communicating effectively with passion and empathy, and going above and beyond to delight customers. Maintaining high customer satisfaction requires focus, urgency and a positive attitude from employees.
The document discusses measuring customer satisfaction. It defines customer satisfaction as a measure of how well a company's products and services meet or exceed customer expectations. It also discusses direct and indirect methods for obtaining customer feedback, including surveys, complaints, loyalty, and expectations. The key to customer satisfaction is understanding customer expectations and pinpointing specifically where a company may be failing to meet those expectations.
Perception is the organization, identification, and interpretation of sensory information to understand one's environment. Perception involves both bottom-up processing of sensory input and top-down processing influenced by memory, learning, and expectations. While perception seems effortless, it is actually a complex process involving the nervous system. Customer perception is influenced by their actual experiences with products and services as well as interactions with companies and other factors. Understanding customer perception is important for building customer loyalty and gaining competitive advantage in today's business environment.
Customer Success & The Value Stream Discovery LoopGuita Gopalan
This document discusses customer success and mapping the customer journey. It defines customer success as customers achieving their desired outcomes through interactions with a company. The customer journey is described as having 7 stages: aware, intrigued, hopeful, convinced, satisfied, trusting, and passionate. For each stage, the document prompts the reader to consider the customer behavior, triggers and conditions, and how to measure success. It emphasizes discovering value streams to understand what customers do at each stage and how businesses can move them to the next stage. The overall goal is to hypothesize the behaviors that indicate what state a customer is in and what a company must do to help them progress along their journey.
project on consumer satisfaction in sireesh auto mobile chithravasu
Consumer satisfaction is a measure of how well a company's products and services meet or exceed customer expectations. It is crucial for customer retention and positive word-of-mouth. The document discusses factors that affect consumer satisfaction like product quality, price, brand, availability, after-sales service, and durability. It also defines customer satisfaction and reviews several academic definitions that see it as the assessment of whether a product meets or exceeds expectations. Maintaining high customer satisfaction is important for businesses as it increases customer loyalty, lifetime value, and reduces churn.
This document discusses attitudes, persuasion, and decision making. It defines attitudes as lasting evaluations of people, objects, or issues. It also outlines Daniel Katz's four functions of attitudes: utilitarian, value-expressive, ego-defensive, and knowledge. The three components of attitudes are affect, behavior, and cognition. Hierarchy of effects models how these components impact one another. Attitudes can form through compliance, identification, or internalization. Major attitude theories and the managerial implications of persuasion are also summarized. Finally, the document outlines different types of consumer decisions and information search as well as how mental shortcuts and heuristics influence decision making.
Consumer behavior involves understanding why, what, who, when, and how consumers make purchasing decisions. It is influenced by internal factors like motivation, emotion, perception, and attitude, as well as external factors like culture and groups. Understanding consumer behavior allows businesses to create better marketing strategies by speaking directly to consumer needs and influencing their decision making process.
1) The document discusses key concepts related to consumer perception including sensation, thresholds, subliminal perception, selection, organization, and interpretation.
2) It explains that perception is the process by which individuals select, organize and interpret stimuli to form a meaningful understanding of the world.
3) Sensation is the immediate response of the senses to stimuli, while thresholds refer to the minimum levels at which stimuli can be detected either absolutely or in relation to other stimuli.
This chapter discusses consumer perception and the key elements and aspects that influence how consumers perceive marketing stimuli. It covers sensation and threshold, selection through selective exposure and attention, organization through figure-ground relationships and closure, and interpretation based on stereotypes, first impressions, and halo effects. Marketers must understand these concepts to effectively position products and services, and influence how consumers perceive quality, price, risk, and other attributes.
This document provides an agenda and materials for a workshop on managing customer emotions. The agenda includes understanding feelings, how to talk about emotions, developing habits to change financial outcomes, and continuous improvement. It discusses how unhappy customers and colleagues can lead to unhappy shareholders, and how emotional efficiency is important for business performance and costs. Various emotion scales are presented to help describe feelings verbally. The document emphasizes that understanding context is important for interpreting emotions and priorities. A case study example shows how conversation analysis and emotional modeling can be used to test customer and agent experiences on phone calls to identify quick wins for improving the customer experience.
The document provides an overview of key concepts related to consumer behaviour. It defines consumer behaviour according to different authors as the actions and decisions of individuals when purchasing goods for personal use. It also discusses customer needs processes, customer satisfaction, reasons why customers leave, differences between good, bad and excellent service, tracking customer satisfaction, and the relationship between consumer emotions/moods and motives. Customer loyalty is defined as customers believing a company's offering is their best option. A customer loyalty model and strategies for building loyalty are presented.
This document provides a literature review on research related to customer satisfaction and technological innovation in the banking sector. Several studies found that there is a positive relationship between technology and customer satisfaction in banking. Factors like accessibility, convenience, security, privacy, content, design, speed and fees of e-banking platforms influence customer satisfaction. Satisfied customers are more likely to remain loyal to their bank, recommend the bank to others, and purchase additional banking products. However, customer financial literacy is still relatively low. Technological innovation can improve customer satisfaction but also increases costs for banks.
The document provides an overview of the Indian cement industry. It discusses the history and growth of the industry from its beginnings in 1904 with a capacity of 30 tons per day up to the present where India is the 5th largest cement producer globally. While production and capacity have increased significantly, consumption in India remains one of the lowest in the world, pointing to significant growth potential. Key factors driving future demand are expected to be infrastructure development projects and increasing per capita income and consumption. The industry has progressed through various phases of government control and deregulation.
Consumer behavior -_beliefs,_attitudes,_n_intentionBo Sar
This document discusses consumer attitudes and how they relate to purchase intentions and behaviors. It defines attitudes as lasting general evaluations that have cognitive, affective, and behavioral components. The cognitive component is made up of beliefs about product attributes. The affective component is the feelings of liking or disliking. Behavioral intention, which is a better predictor of behavior than beliefs or affect alone, is influenced by both attitude toward the act of purchase and subjective norms related to others' opinions. Models like the Fishbein model and the theory of reasoned action aim to understand how attitudes, beliefs, affect, norms, and intentions interact to predict consumer behaviors.
The document discusses ethics in trading and provides guidelines on dos and don'ts. It defines ethics as standards of right and wrong that prescribe what humans ought to do in terms of rights, obligations, benefits to society, fairness, or virtues. It also discusses developing one's ethical standards through continuous self-examination. The dos section recommends learning about trading strategies, having a money management plan, making independent decisions, and understanding risks. The don'ts advise against making decisions based on rumors, letting emotions rule trading, and manipulative activities. It also discusses resolving ethical dilemmas by analyzing consequences, actions, and making a decision.
This set of slides focuses on why consumer behavior is important for marketers to study as well as the steps involved in the consumer decision process.
The document discusses developing an understanding of customer preference through the theory of reasoned action. It explains that high customer satisfaction does not guarantee loyalty, and preference is a better indicator of sustained choice. The theory of reasoned action is used to analyze how functional, emotive and social factors influence preference formation. Customer segments may have different preference drivers. Analyzing these allows companies to better meet expectations and differentiate themselves to improve preference and loyalty.
The document discusses the importance of emotions in customer relationships and repeat purchases. It notes that impulsive purchases are often emotionally driven. Repeat customers are less price sensitive and better brand advocates. Building emotional connections can inspire customer loyalty through addressing motivators like belonging, confidence, and well-being. Emotions have a long-term impact and are important to consider in customer service and building trustful relationships over time.
The document discusses various theories and factors related to consumer motivation. It describes how consumer motivation stems from the desire to satisfy both physiological and psychological needs. It outlines different types of consumer needs according to Maslow's hierarchy, including physiological needs, safety needs, love and belongingness needs, esteem needs, and self-actualization needs. The document also discusses motivational conflict that can arise when satisfying one need comes at the expense of another need. Marketers use benefit segmentation and various strategies to motivate consumers based on their different priority needs.
Customer satisfaction is important for businesses to measure as it indicates how well products meet expectations. Satisfied customers are more likely to remain loyal and provide positive word-of-mouth advertising. Dissatisfied customers may complain, stop purchasing a brand, or take legal action. Post-purchase dissonance can occur when new information conflicts with a purchase decision, causing unease. Dissonance is reduced through changing beliefs, justifying the purchase, or ignoring conflicting information.
2. What is Satisfaction?What is Satisfaction?
Satisfaction is a judgment of aSatisfaction is a judgment of a
pleasurable level of consumptionpleasurable level of consumption
related fulfillment.related fulfillment.
Consumers can experienceConsumers can experience
satisfaction when a product orsatisfaction when a product or
service gives greater pleasure thenservice gives greater pleasure then
anticipated.anticipated.
3. Satisfaction focuses onSatisfaction focuses on
fulfillment in varietiesfulfillment in varieties
Satisfaction fulfillment is achieved by removing anySatisfaction fulfillment is achieved by removing any
negativity.negativity.
For example having the hardware on your computer repaired.For example having the hardware on your computer repaired.
Under-Fulfillment or Over-fulfillment satisfaction isUnder-Fulfillment or Over-fulfillment satisfaction is
experienced when unexpected pleasure is achievedexperienced when unexpected pleasure is achieved
Internal state highlights the meanings that operates inInternal state highlights the meanings that operates in
the consumer field of awareness sociably andthe consumer field of awareness sociably and
culturally.culturally.
4. What is dissatisfaction?What is dissatisfaction?
An unpleasant level ofAn unpleasant level of
consumption related fulfillment.consumption related fulfillment.
For example, Personal experienceFor example, Personal experience
with Hyundai's 100,000 miles orwith Hyundai's 100,000 miles or
10 year warranty is just for the10 year warranty is just for the
engine not the other components.engine not the other components.
5. Managerial Concern withManagerial Concern with
SatisfactionSatisfaction
Customer is King, satisfyingCustomer is King, satisfying
customer needs and wants.customer needs and wants.
Product/Service Quality leads toProduct/Service Quality leads to
Customer Satisfaction, LoyaltyCustomer Satisfaction, Loyalty
which achieves Organizationalwhich achieves Organizational
Objectives (e.g. profit, marketObjectives (e.g. profit, market
share, shareholder value)share, shareholder value)
6. Basic factors that influenceBasic factors that influence
satisfactionsatisfaction
How are performance and SatisfactionHow are performance and Satisfaction
related?related?
Many managers believe that productMany managers believe that product
performance or service quality pavesperformance or service quality paves
the road to satisfactionthe road to satisfaction
Judgment are always based onJudgment are always based on
someone’s perceptionssomeone’s perceptions
7. Perceived QualityPerceived Quality
Perceived quality: involvesPerceived quality: involves
preferences, is based on comparativepreferences, is based on comparative
standards, differs among customers andstandards, differs among customers and
situations, and resides in product use.situations, and resides in product use.
Quality has both cognitive (thinking)Quality has both cognitive (thinking)
and affective (emotional) aspects.and affective (emotional) aspects.
8. How are employee andHow are employee and
customer satisfaction related?customer satisfaction related?
Corporate slogans and missionCorporate slogans and mission
statement sometimes link customerstatement sometimes link customer
satisfaction to employee satisfaction.satisfaction to employee satisfaction.
The Critical incident technique: is aThe Critical incident technique: is a
systematic procedure for recordingsystematic procedure for recording
events and behaviors observed to leadevents and behaviors observed to lead
to success or failure on specific task.to success or failure on specific task.
9. How Are Choice andHow Are Choice and
Satisfaction Related?Satisfaction Related?
Consumers use product features toConsumers use product features to
form satisfaction judgments.form satisfaction judgments.
Choice Criteria – Product or serviceChoice Criteria – Product or service
selectionselection
Satisfaction Drivers – Satisfaction /Satisfaction Drivers – Satisfaction /
DissatisfactionDissatisfaction
Aspects of the consumption situationAspects of the consumption situation
that directly affect satisfaction arethat directly affect satisfaction are
unpredictable.unpredictable.
10. How Do Consumers JudgeHow Do Consumers Judge
Satisfaction?Satisfaction?
Expectation – anticipation orExpectation – anticipation or
predictions of future events.predictions of future events.
The product or services they purchaseThe product or services they purchase
will fulfill their wants.will fulfill their wants.
For example, When you buy a new car,For example, When you buy a new car,
you expect it run well.you expect it run well.
11. The expectancy disconfirmationThe expectancy disconfirmation
model (EDM) and its limitationmodel (EDM) and its limitation
Disconfirmation of pre-consumptionDisconfirmation of pre-consumption
expectations is the key influence onexpectations is the key influence on
consumer satisfaction.consumer satisfaction.
Positive disconfirmation occurs whenPositive disconfirmation occurs when
performances exceed expectations andperformances exceed expectations and
customer satisfaction increases.customer satisfaction increases.
Negative disconfirmation occurs whenNegative disconfirmation occurs when
expectations are not met, and customerexpectations are not met, and customer
dissatisfaction increases.dissatisfaction increases.
12. Other Comparative StandardsOther Comparative Standards
for Judging Satisfactionfor Judging Satisfaction
Desires – The levels of products’Desires – The levels of products’
attributes and benefits that aattributes and benefits that a
consumer believes will lead to orconsumer believes will lead to or
are connected with high-levelare connected with high-level
values.values.
13. Judging Satisfaction (Cont’d)Judging Satisfaction (Cont’d)
Fairness – Perceptions of fairness affectsFairness – Perceptions of fairness affects
consumers’ satisfaction.consumers’ satisfaction.
Homan’s Rule of Justice – Parties’ reward inHoman’s Rule of Justice – Parties’ reward in
exchange with others should be proportionalexchange with others should be proportional
to their investments or lossesto their investments or losses
Distributional Fairness – How rewards orDistributional Fairness – How rewards or
outcomes are partitioned among theoutcomes are partitioned among the
participants in an exchange.participants in an exchange.
Procedural Fairness – Manner in which theProcedural Fairness – Manner in which the
outcomes are delivered.outcomes are delivered.
Interactional Fairness – How the consumerInteractional Fairness – How the consumer
is treated by the marketer.is treated by the marketer.
14. Consumer Attributions and theConsumer Attributions and the
Satisfaction ProcessSatisfaction Process
Attribution Theory – How individuals findAttribution Theory – How individuals find
explanations for outcomes or behaviorsexplanations for outcomes or behaviors
Procedural
Fairness
Interactional
Fairness
Outcomes
Distributional
Fairness
Satisfaction/
Dissatisfaction
15. Different emotions associatedDifferent emotions associated
with satisfactionwith satisfaction
Five emotional response modesFive emotional response modes
Contentment: The contentmentContentment: The contentment
response is characterized by low levelsresponse is characterized by low levels
of emotional arousal and may entailof emotional arousal and may entail
disinterest. Contentment is a passivedisinterest. Contentment is a passive
response. For example, a consumerresponse. For example, a consumer
might express contentment over amight express contentment over a
family car that has functioned reliablyfamily car that has functioned reliably
over many years.over many years.
16. Emotional response modesEmotional response modes
(Cont’d)(Cont’d)
Pleasure: the consumer confirmsPleasure: the consumer confirms
expectations and has moderate to highexpectations and has moderate to high
arousal and most likely high toarousal and most likely high to
moderate involvement as well.moderate involvement as well.
Consumer is more actively involved inConsumer is more actively involved in
processing process. For example,processing process. For example,
consumers choose a favorite piece ofconsumers choose a favorite piece of
clothing, play a new CD justclothing, play a new CD just
purchased…purchased…
17. Emotional response mode (Cont’d)Emotional response mode (Cont’d)
Delight: Delight response involvesDelight: Delight response involves
either a positive disconfirmation ofeither a positive disconfirmation of
expectations or; alternatively, aexpectations or; alternatively, a
positive event or outcome that thepositive event or outcome that the
consumer did not have anyconsumer did not have any
expectations about. Example, Sear’sexpectations about. Example, Sear’s
$5 coupon.$5 coupon.
18. Emotional response modesEmotional response modes
(Cont’d)(Cont’d)
Relief: A feeling of relieve may come about as aRelief: A feeling of relieve may come about as a
response to unfulfilled negative expectations. Forresponse to unfulfilled negative expectations. For
example, I didn’t have to wait as long as Iexample, I didn’t have to wait as long as I
expectedexpected
Ambivalence: the simultaneous or sequentialAmbivalence: the simultaneous or sequential
experience of multiple emotional states associatedexperience of multiple emotional states associated
with acquisition or consumption processes. Thiswith acquisition or consumption processes. This
might involve high level of involvement.might involve high level of involvement.
For example, the joy of a bride choosing herFor example, the joy of a bride choosing her
wedding gown.wedding gown.
19. Consequences of satisfactionConsequences of satisfaction
and dissatisfactionand dissatisfaction
In response to consumptionIn response to consumption
experiences, consumers exerciseexperiences, consumers exercise
one or more of the four behaviorone or more of the four behavior
responses.responses.
20. Consequences of satisfactionConsequences of satisfaction
and dissatisfaction (Cont’d)and dissatisfaction (Cont’d)
Exit: Not to purchase or use that product orExit: Not to purchase or use that product or
service again.service again.
Voice: Compliments an organization mayVoice: Compliments an organization may
receive when it delivers an especiallyreceive when it delivers an especially
satisfying outcome, complaints to thesatisfying outcome, complaints to the
company about performance failure,company about performance failure,
negative and positive word of mouth withnegative and positive word of mouth with
other consumers or consumingother consumers or consuming
organizations, or third party complaints ororganizations, or third party complaints or
compliments.compliments.
21. Consequences of satisfactionConsequences of satisfaction
and dissatisfaction (Cont’d)and dissatisfaction (Cont’d)
Customer loyalty: is a deeply heldCustomer loyalty: is a deeply held
commitment to re-buy or re-patronize acommitment to re-buy or re-patronize a
preferred product or servicepreferred product or service
consistently in the future, despiteconsistently in the future, despite
situational influences and marketingsituational influences and marketing
efforts having the potential to causeefforts having the potential to cause
switching behavior.switching behavior.
22. Consequences of satisfactionConsequences of satisfaction
and dissatisfaction (Cont’d)and dissatisfaction (Cont’d)
Twist: refer to positive andTwist: refer to positive and
negative ways in which consumersnegative ways in which consumers
restructure meanings, roles, andrestructure meanings, roles, and
objects in the marketplace.objects in the marketplace.
23. Example of positive twistExample of positive twist
Volunteer to answer phones duringVolunteer to answer phones during
annual fund drives, regularlyannual fund drives, regularly
customers stopped by-passer tocustomers stopped by-passer to
take coffee without paying.take coffee without paying.
24. Negative twistNegative twist
Consumers reflect their dissatisfactionConsumers reflect their dissatisfaction
with a company by engaging inwith a company by engaging in
negative twist.negative twist.
Unwanted behaviors or acts orUnwanted behaviors or acts or
resistance against the companyresistance against the company
Example: Creating website to informExample: Creating website to inform
other about the one’s dissatisfactionother about the one’s dissatisfaction
with a company.with a company.
25. Consequences of satisfactionConsequences of satisfaction
and dissatisfaction (Cont’d)and dissatisfaction (Cont’d)
For FirmFor Firm
Increase profitIncrease profit
Predictable salePredictable sale
Positive word of mouthPositive word of mouth
26. Summary: TransformationSummary: Transformation
in the Laundry Industryin the Laundry Industry
Americans wash a whopping 200 billionAmericans wash a whopping 200 billion
pound of laundry per year.pound of laundry per year.
In many parts of world laundry still beIn many parts of world laundry still be
done as it has been for at least 4000 years.done as it has been for at least 4000 years.
In U.S. doing laundry has undergone aIn U.S. doing laundry has undergone a
major transformation, a lot easier now.major transformation, a lot easier now.
U.S has 35,000 coin operated laundry inU.S has 35,000 coin operated laundry in
urban area, customers, single, under 35.urban area, customers, single, under 35.
27. Summary: TransformationSummary: Transformation
in the Laundry Industry cont’din the Laundry Industry cont’d
The laundry industry is changing. One of theThe laundry industry is changing. One of the
change is the growth of the wash/dry and foldchange is the growth of the wash/dry and fold
service or offer multi-service.service or offer multi-service.
At Drain Wash in S.F. customer can grab a bit,At Drain Wash in S.F. customer can grab a bit,
listen to live music or poem reading.listen to live music or poem reading.
At Stan Klein’s rock and fold in Chicago,At Stan Klein’s rock and fold in Chicago,
treating customer to neon light, movies on fivetreating customer to neon light, movies on five
screens, and gospel music while juggling loads.screens, and gospel music while juggling loads.
These Laundromats attempt to change howThese Laundromats attempt to change how
customer feel about doing laundry.customer feel about doing laundry.
28. 1.1. What type of satisfaction, if any do youWhat type of satisfaction, if any do you
believe consumers associate withbelieve consumers associate with
completing their Laundrycompleting their Laundry
Satisfaction fulfillmentSatisfaction fulfillment
Five emotional response modesFive emotional response modes
ContentmentContentment
PleasurePleasure
DelightDelight
ReliefRelief
AmbivalenceAmbivalence
29. 2. How are multi-service laundry trying to2. How are multi-service laundry trying to
influence satisfaction?influence satisfaction?
Voice: Compliments of Brian Wash mayVoice: Compliments of Brian Wash may
receive when it delivers an especiallyreceive when it delivers an especially
satisfying outcome.satisfying outcome.
For example by word of mouthFor example by word of mouth
Customer loyalty: is a deeply heldCustomer loyalty: is a deeply held
commitment to come back for servicecommitment to come back for service
consistently in the future.consistently in the future.
30. How are multi-service laundry trying toHow are multi-service laundry trying to
influence satisfaction? (Cont’d)influence satisfaction? (Cont’d)
Twist: refer positive and negativeTwist: refer positive and negative
ways in which consumersways in which consumers
restructure meanings, roles, andrestructure meanings, roles, and
objects in the Laundry place.objects in the Laundry place.
For example returning the laundryFor example returning the laundry
cart back into the building.cart back into the building.
31. 3. What factors should Brain Wash consider in3. What factors should Brain Wash consider in
assessing satisfaction with its newassessing satisfaction with its new
multi-service laundry?multi-service laundry?
Customer is King, satisfyingCustomer is King, satisfying
customer needs and wants.customer needs and wants.
Product/Service Quality leads toProduct/Service Quality leads to
Customer Satisfaction, LoyaltyCustomer Satisfaction, Loyalty
which achieves Organizationalwhich achieves Organizational
Objectives (e.g. profit, marketObjectives (e.g. profit, market
share, shareholder value)share, shareholder value)
32. What factors should Brain Wash consider inWhat factors should Brain Wash consider in
assessing satisfaction with its newassessing satisfaction with its new
multi-service laundry? (Cont’d)multi-service laundry? (Cont’d)
Perceived quality: involvePerceived quality: involve
preferences, is based onpreferences, is based on
comparative standards, differscomparative standards, differs
among customers and situations,among customers and situations,
and resides in product use.and resides in product use.
33. Our Contact InformationOur Contact Information
Contact person: Prof. James WhalenContact person: Prof. James Whalen
Telephone: (314) 367-6501Telephone: (314) 367-6501
E-mail: whalenjpw133@aol.comE-mail: whalenjpw133@aol.com
34. Our ConclusionOur Conclusion
Thank you for your attention!Thank you for your attention!
Good Luck on your final!Good Luck on your final!
Happy Holidays to you andHappy Holidays to you and
your beloved ones!your beloved ones!