Question: Concepts ( 2 4 W ) Anu is trying to understand the cost - benefit analysis that customers make prior to buying his firm's products.

Concepts

(24

)

Anu is trying to understand the cost

-

benefit analysis that customers make prior to buying his firm's products. Specifically, he wants to know why a customer would pick his firm's product over the products of his competitors. Anu is evaluating

.

product satisfaction

.

customer satisfaction

.

customer

-

perceived value

.

customer engagement

.

customer relationship management

Concepts (24W) Anu is trying to understand the cost-benefit analysis that

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