Describe what “satisfaction” means and how this concept is to be measured.
You may wish to use some of the following suggested references:-
1.Westbrook, R.A. (1981), “Sources of Satisfaction with Retail Outlets”, Journal of Retailing, 57(fall), 68-85.
2.Ruyter, K. & Bloemer, J. (1999), “Customer Loyalty in Extended Service Settings: The Interaction Between Satisfaction, Value Attainment and Positive Mood”, International Journal of Service Industry Management, 10(3), 320-336.
3.Parasuraman, A, Zeithaml, V.A. & Berry L.L. (1991), “Refinement and Reassessment of the SERVQUAL Scale”, Journal of Retailing, 67(4), 420-450.
4.Chadee, D.D. & Mattsson, J. (1996), “An Empirical Assessment of Customer Satisfaction in Tourism”, The Service Industries Journal, 16(3), 305-320.
Recommended approx. 1000 – 1200 words