(UN)Satisfactory responses in customer service encounters

The word “Customer satisfaction” does not look as straightforward as can be when defined. According to Gustaffsson, Johnson & Roos (2006) it is the overall evaluation of an offered service , while Ibhrahim, Baharom, Abdul, Noor, Mohd, Mohd Akmal(2013) believe it is a customer’s pleasure or disappointment of a service compared to his or her own expectations. Gailevičiūtė (2011) believed it is the level in which a customer's needs are met. Despite these variable definitions, at the core is the association of service and customer satisfaction. As Gegeckaite (2011, p.6) explains: “If the service meets the expectations of the customer is satisfied and, if exceeding the expectations of customer remain highly satisfied; well, if the result does not meet expectations, then the customer remains dissatisfied, without exception, the service”. Despite these scholars agreeing that the definition of customer satisfaction is the result of an offered service there is a conflict in their views. When examining examples like Gailevičiūtė (2011) and Gegeckaite (2011) there’s a difference on what is considered customer satisfaction. Based on numerous studies found for this essay, Customer Satisfaction has been viewed on two ways. The purpose of this essay is to examine these two views.