Unit 8: Customer Satisfaction And Dissatisfaction

'The themes of Unit 8 are customer satisfaction, loyalty, empowerment and price. Make a journal entry that explains why you are loyal to some product or service offerings and not to others. How does your relationship with these products (the ones to which you are loyal) change over time? Have you ever been dissatisfied with a product or service to which you are loyal? How did you resolve your dissatisfaction?'

1. According to Tanner, J. F., & Raymond, M. A. (2011), describes loyalty as the feeling that a person experiences when an offering meets their expectations. For example, when a customer has a good experience from the previous products or services they are rendered by companies, they become satisfied but when they experience failures …show more content…
A recent study indicates, “Dissatisfied customers are likely to tell many more friends about their negative experiences than satisfied customers are about good experiences. It was precisely November 2015 when I encountered an unmet drama with a firm I valued so much. I was dissatisfied with some kind of services rendered by the firm called Mega Sport Centre in Spain though I am loyal to their products. They offer first class quality products for clients and it’s quite attractive and excellent, but I am dissatisfied with the services to customers. I realize that some of the employees in the firm are not faithful. For example, one employee who happened to be well paid was caught stealing from other clients locker where they keep their belongs such as telephone, wallet before going out for training. On several occasions, I have lost some items in the firm and I have reported this matter many times. It makes me gat angry and furious but one day, I caught an employees trying to play a fast game and immediately reported the matter to the admin section and justice prevailed. I was offered two-month free services and they also compensated with gifts. The other dissatisfaction I experienced fell in the category of postpurchase dissonance. I saw a fascinating Omega wristwatch online and I was so interested in it for my birthday gift. I made enquiry from the direct seller and he told me it was authentic, after making payment, I finally got the Swatch wristwatch though it was beautiful at sight but it I later found out that it was a replica of Swatch. I felt so bad so I decided to contact with the seller, I discovered that his contact on that site was deleted and could not be