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Consumers
Eric Arnould, University of Nebraska
George Zinkhan, University of Georgia
Linda Price, University of Nebraska
Consumer Satisfaction

Chapter Objectives

After completing this chapter, you should be able to:

I.

Describe consumer satisfaction.

II.

Identify basic factors that influence satisfaction

III.

Discuss the relationship between needs and satisfaction.

IV.

Understand how quality and satisfaction are related

V.

Identify different emotions associated with satisfaction.

VI.

Exemplify different types of satisfaction

VII.

Identify the consequences of satisfaction and dissatisfaction.

VIII.

Understand the relationship between consumer satisfaction and adaptation.




McGraw-Hill/Irwin




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