This activity is designed to help you identity the key components of what drives customer satisfaction outcomes. Listed below are a series of statements made by consumers regarding their recent interaction with a firm. Quickly review each statement and determine how satisfied each consumer is, using this simple scale: - very satisfied - satisfied - neitheraindiflerent - dissatisfied - very dissatisfied Customer Comments on their Satisfaction Lovels - "My friends dragged me to see that new movie. I didn't want to gol I thought it was going to be a stupid movie, but it turned out to be not too bad:" - Igot my old TV repaired the other day, as the picture always looked fuzzy. The firm fored it in a few days and met their $100 quote. Now the TV works fine." - T was really excited about going to see the concert, but the seats were right up the back, and we were next to a bunch of loud and noisy people. - II couldnt beliove that the hotel only charged $100 for the night. They could easily charge a lot more for what they offec. - I was so exched when I first saw vanilla flavored cola - I thought it would taste great, Just like cola and ice-cream, But when I tasted it, it was so bad that I couldnt oven finish it." - T hired a floor polishing machine for the weekend. When they delivered it, wo found it was too big to got through the doonway. They took it away without charge, but I was disappointed as I had previously checked with them that it would fit:" - Thad a real problem with my bank as they kept charging a wrong fee to my account. When I went to see them, they were really good about it, fefunded the fee and apologized and said that it wouldnt happen agiain." - I went to McDonald's the other day, and it was a real surprise. I haven't been there in years and these days they have a good choice of lood, nice coftee, and even comfortable lounge chairs to sit in." Discussion Questions - How satisfied are each of the above consumers. - What factors seem to influence their level of customer satisfaction? - Given these factors, to what extent is customer satistaction controllable by the firm? - Do you think that delivering satisfaction is harder for large firms, because consumers expect more from them? - Glven you answer to Q2, how valid is the cliche of "under-promise and over-deliver"? - Likewise, what are the implications of a firm "over-promising" in their marketing communications? Course Discussion Board Guidelines \& Rubric Be thoughtful in your responses, use proper grammar (no toxt-style), and proper punctuation. For original responses, you will be expected to write at least 1-2 paragraphs (minimum 250 words), and for classmate responses you all be expected to write at 2-3 wellwritten sentences. The readings and the responsos should take between 4-5 hours each week, so plan accordingly. Not responding to a peer or rosponding with a simple affirmation of agroement or "Good Job" posis will be subject to up to 15 point ponaltyso make sure you are substantively responding to others as this is a replacement for our in-person attondanco and discussions and is considered our dioital classroom. Posts that contain grammar or speling omrors will rocoive up to 5 points doduction. Not including proper citations for your sources can be up to a 10 point deduction and plagiarized posis will recolvo no credit. As with all discussion boards this semester, please follow rules of posting and use proper grammar and English