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The Two Factor Theory and Customer Service

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What Is Satisfaction?
Expectations and Customer Satisfaction
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But the group taking Garcinia Cambogia extract actually lost less weight (3. 2 kg 7 pounds) than the placebo group (4. 1 kg 9 pounds). The researchers also looked at body fat percentage. The placebo group lost 2.

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Satisfaction is an overall psychological state that reflects the evaluation of a relationship between the customer or consumer and a company, environment, product or service. Satisfaction involves one of the following three psychological elements: cognitive (thinking/evaluation), affective (emotional/feeling), and .

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It covers customer satisfaction concepts, theories and models, service quality concepts and models and customer behavioural intentions referral concepts and models. Definition of Service Services are deeds, performances and processes provided or coproduced by one entity or person for and with another entity or person (Zeithaml et al, ).

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The theory of customer service is based on identifying and satisfying your customers' needs and exceeding their expectations. A company must be totally committed to delivering consistently high standards of service to gain and retain customer loyalty. theories have been applied and tested in laboratory settings where the customer satisfaction was ti ghtly controlled, situation specific and individuall y focused. For instance, researchers.

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Czepiel et al () maintain the validity of two factor theory in relation to analysing customer satisfaction. Two factor theory states that customers can be satisfied and dissatisfied with a product or a service at the same time, because satisfaction and dissatisfaction will be about different aspects of the product or service, thus, they will be unrelated. The study presents a strong background on the theories of customer satisfaction measurement and interpretation. satisfaction literature in the form of assimilation theory by Anderson [25], in his work on consumer dissatisfaction; the effect of disconfirmed expectancy on perceived product.