题目内容
A seller who is at a disadvantage has two alternatives: decrease total customer benefit or increase total customer cost.
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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.
Explain customer-perceived value.
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