The Causes and Countermeasures of Customer Satisfaction Trap
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Abstract:
The article deals with the guidance of Two-Factor Theory. There are two kinds of customer expectations, which are basic expectation and potential expectation. Basic expectation is similar to dissatisfiers and potential expectation is similar to satisfiers. Basic expectation and potential expectation are different in different stage of customer lifecycle, therefore, corresponding measures are supposed to be taken to meet their different stages.
