Wednesday, January 30, 2013

In response to Caitlyn Croasdale:
Caitlyn posed the question "Do you pay more for food or atmosphere when you go out to eat?"

 I definitely pay for the food when dining out at a restaurant. I would not pay to have the atmosphere. I feel the purpose of restaurants are that of utility: you don't have to prepare the food or clean up after the fact with dishes that the food was both on and what it was cooked in. I don't devalue the good service and atmosphere and it is important to have those for enjoyable experience but I view it as less important to my overall satisfaction.

Tuesday, January 29, 2013

Are customer satisfaction and customer value interdependent or mutually exclusive?  Can satisfaction occur simultaneously with low customer value?

I believe that customer satisfaction and customer value can be interdependent. Customer value can be described as having some of the following attributes: a product that performs the way it is suppose to, there is trust between the customer and the company they are purchasing from, the price is reasonable, facts are provided about the product, there is after-sale support and co-creation with the customer. Customers can be satisfied without all or even the majority of these conditions being met. For example, if a customer purchases a product with reasonable pricing but the employee selling them said product was very rude. This would lower their opinion of the company itself, thus reducing trust. This will lead to the customer not wanting to purchase with the company again but being inherently happy with the product after the fact.

One also can consider things that are basic needs. It is possible for a customer to purchase a product based on nothing but its price, only to move onto a cheaper product if it is made available. They are satisfied with the immediate products ability to satisfy their need but do not value the name attached to it and create any loyalty. How do you make your choices for what product you buy? Which of the customer value criteria do you consider the most?