题目内容
Total customer cost consists of only the non-monetary costs in evaluating, obtaining, using, and disposing of the given market offering.
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A seller who is at a disadvantage has two alternatives: decrease total customer benefit or increase total customer cost.
Loyalty is a person's feelings of pleasure or disappointment that result from comparing a product's perceived performance to expectations.
Quality is the totality of features and characteristics of a product or service that bear on its ability to satisfy stated or implied needs.
Unprofitable customers who defect to a competitor should be encouraged to do so.
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