Please follow the link below to access the video to listen to the Henry Talk on the Satisfaction Consequence, and then a
Posted: Tue Jul 05, 2022 11:42 am
Please follow the link below to access the video to listen tothe Henry Talk on the Satisfaction Consequence, and then answer thequestions below. Your submission should be attached; NOT typed inthe submission box. ANSWERS SHOULD ALIGN VERYCLOSELY WITH INFORMATION IN VIDEO Plus students mustl find oneadditional article to write a brief summary
Link to Henry Talk Videos on Satisfaction's Consequences(https://hstalks.com/t/722/satisfactions ... /?business)
Link to Henry Talk Audio Version(https://hstalks.com/t/722/satisfactions ... /?business)
1. Explain the similarities and differences with our bookdefinition of customer satisfaction and the video’s definition.(10pts)
2. List and explain the three behavioral consequences ofsatisfaction related to profit in the video (10 pts)
3. According to the video what is the relationship betweensatisfaction and retention (repurchase). Make sure that you touchon the factors which causes the relationship (15 pts)
4. What is the correlations between dissatisfaction anddefection and what causes this ? (10 pts)
5. Explain the relationship between dissatisfaction andcomplaining behavior (10 pts)
6. Explain whether complainers are more likely to defect. Given this what should firms do if they are aware of this (15pts)
7. Given the implications between the relationship betweencustomer satisfaction, retention and profits, explain why amarketer (company) should continue to strive for high customersatisfaction? (15 pts)
8. Find one empricial article in the Libray database (Marketing) related to antecedents and consequences of Customer Satisfaction. What were the majorresearch questions, and write a one paragraph summaryof findings and conclusions (at least 4sentences)- 15 pts - Must provide completereference cite of article. (note this can be done without readingthe methodology section of the paper.
Link to Henry Talk Videos on Satisfaction's Consequences(https://hstalks.com/t/722/satisfactions ... /?business)
Link to Henry Talk Audio Version(https://hstalks.com/t/722/satisfactions ... /?business)
1. Explain the similarities and differences with our bookdefinition of customer satisfaction and the video’s definition.(10pts)
2. List and explain the three behavioral consequences ofsatisfaction related to profit in the video (10 pts)
3. According to the video what is the relationship betweensatisfaction and retention (repurchase). Make sure that you touchon the factors which causes the relationship (15 pts)
4. What is the correlations between dissatisfaction anddefection and what causes this ? (10 pts)
5. Explain the relationship between dissatisfaction andcomplaining behavior (10 pts)
6. Explain whether complainers are more likely to defect. Given this what should firms do if they are aware of this (15pts)
7. Given the implications between the relationship betweencustomer satisfaction, retention and profits, explain why amarketer (company) should continue to strive for high customersatisfaction? (15 pts)
8. Find one empricial article in the Libray database (Marketing) related to antecedents and consequences of Customer Satisfaction. What were the majorresearch questions, and write a one paragraph summaryof findings and conclusions (at least 4sentences)- 15 pts - Must provide completereference cite of article. (note this can be done without readingthe methodology section of the paper.