Principles of Marketing

Saylor URL: http://www.saylor.org/books Saylor.org A company’s responsiveness—or lack thereof—also becomes evident to buyers whe ...

Saylor URL: http://www.saylor.org/books Saylor.org might be related directly to Kraft products, whereas others might only be ind ...

Saylor URL: http://www.saylor.org/books Saylor.org REVIEW QUESTIONS What are the benefits of having loyal customers? Why or how ...

Saylor URL: http://www.saylor.org/books Saylor.org 14.3 Customer Satisfaction LEARNING OBJECTIVES Understand satisfaction and s ...

Saylor URL: http://www.saylor.org/books Saylor.org purchases or brand loyalty. For example, one study of customer satisfaction e ...

Saylor URL: http://www.saylor.org/books Saylor.org We know that dissatisfied customers are likely to tell many more friends abou ...

Saylor URL: http://www.saylor.org/books Saylor.org service to another company, but at Sewell, the same salesperson who sold the ...

Saylor URL: http://www.saylor.org/books Saylor.org of their customers on the basis of only a few questions: “How satisfied were ...

Saylor URL: http://www.saylor.org/books Saylor.org obtained from these surveys can still be useful if it’s paired with a more co ...

Saylor URL: http://www.saylor.org/books Saylor.org Customers will complain, though, no matter how hard firms try to meet or exce ...

Saylor URL: http://www.saylor.org/books Saylor.org Note that the complaint-resolution process involves communicating that proces ...

Saylor URL: http://www.saylor.org/books Saylor.org When the Smokey Bones chain of barbecue restaurants (owned by Darden Restaura ...

Saylor URL: http://www.saylor.org/books Saylor.org What are the desired outcomes, from a marketer’s perspective, of a complaint ...

Saylor URL: http://www.saylor.org/books Saylor.org One company has particularly good reviews so you hire it. Yet what actually h ...

Saylor URL: http://www.saylor.org/books Saylor.org This customer comment, posted on http://www.StubbsBBQ.com, is really from a c ...

Saylor URL: http://www.saylor.org/books Saylor.org The consequences of being caught while sugging can be high. Even if the infor ...

Saylor URL: http://www.saylor.org/books Saylor.org Figure 14.12 Attendees to the LinuxWorld trade show agree when they buy their ...

Saylor URL: http://www.saylor.org/books Saylor.org The Gramm-Leach-Bliley Act of 1999 requires financial institutions to provide ...

Saylor URL: http://www.saylor.org/books Saylor.org Your university may know a lot about you, including your health history, your ...

Saylor URL: http://www.saylor.org/books Saylor.org Warranties and Promises A warranty is a promise by the seller that an offerin ...