TITLE

Satisfaction vs. Loyalty

AUTHOR(S)
Cusick, William J.
PUB. DATE
January 2010
SOURCE
Conference Board Review;Jan2010, Vol. 47 Issue 2, p11
SOURCE TYPE
Trade Publication
DOC. TYPE
Article
ABSTRACT
The article focuses on satisfaction surveys which the author claims that customers most often respond to with "satisfied" despite what they really feel. Mentioned as the simple but not logical reason for that typical customer response is because it is easier to indicate "satisfied." He explains that behind this seemingly irrational action is human nature which is predisposed to being nice.
ACCESSION #
48077134

 

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