QUESTION 8 is defined as the relationship between the benefits a customer gets from a product or service and the sacrifice necessary to obtain those Customer value Satisfaction percentage benefits. Customer satisfaction Marketing utility Marketing quality QUESTION 9 Fred and Cindy decided to try a new restaurant in their neighborhood. The restaurant had opened to modest reviews so they did not have high expectations, but the location was convenient. Once there they discovered that the food was delicious and the service very friendly. Since the experience exceeded expectations, this led to a high level o customer satisfaction expectation disconfirmation profitability potential benefit realization transaction utility