UHD Consequences of Satisfaction Before completing this assignment:
Please follow the link below to access the video to listen to the Henry Talk on the Consequences of Satisfaction, and then answer the questions below. Your submission should be attached; NOT typed in the submission box.
Link to Henry Talk Videos on Consequences of Satisfaction (link works only from on campus)
If you cannot access the above link, you may use the PowerPoint slides found here: Consequences of Satisfaction.pdf
It has almost the same information. You just do not get the audio.
Questions should be answered after watching video or reading the ppt slides on the same topic.
1. Explain the similarities and differences with our book definition of customer satisfaction and the video’s definition.
2. According to the video, explain the relationship between satisfaction and retention (repurchase). Make sure that you touch on the factors which causes the relationship (10 pts)
3. Why is the correlation between dissatisfaction and defection so strong? (10 pts)
4. Given the implications between the relationship between customer satisfaction and retention, explain why a marketer (company) should continue to strive for high customer satisfaction? (10 pts)