Question: Study the learning materials and/or search additional information, discuss the following suggested questions with examples: Compare two definitions of customer satisfaction Review customer satisfaction from

Study the learning materials and/or search additional information, discuss the following suggested questions with examples:

  1. Compare two definitions of customer satisfaction
  2. Review customer satisfaction from outcome- and process-oriented viewpoints
  3. Discuss a "gap" mentioned in the text
  4. Talk about TQM and customer satisfaction
  5. Introduce a research method for customer satisfaction
  6. Compare direct vs. indirect measurement

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