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Agustin Palacios
on Dec 13, 2024

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Firms such as General Electric, Johnson & Johnson, Coca-Cola, and British Airways focus their attention on ________ to maximize customer satisfaction and retention in part by offering training to handle complaints, answer questions, and solve consumer problems.

A) value perception
B) postpurchase behavior
C) noncompetitive pricing
D) comparison pricing
E) prepurchase behavior

Postpurchase Behavior

Refers to the actions and reactions of consumers after buying a product or service, including experiences of satisfaction or dissatisfaction, and the potential for repeat purchases or returns.

Customer Satisfaction

A measure of how products or services provided by a company meet or surpass customer expectations, often considered a key indicator of consumer repurchase intentions and loyalty.

Complaint Handling

The process of receiving, managing, and resolving customer complaints in a way that satisfies the complainant and maintains goodwill.

  • Identify the importance of customer gratification and fidelity.
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Nicole BerensDec 13, 2024
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