Consumer satisfaction: Concept and measurement
John A. Czepiel Ph.D., Larry J. Rosenberg Ph.D.
Journal of the Academy of Marketing Science · 1977 · Volume 5 · Issue 4
Abstract
In marketing management, consumer satisfaction may be clustered with such key goals as profitability and social responsibility. However undisputed its importance, its conceptualization and measurement have remained largely backward, severely limiting its value in determining marketing strategy. This article has raised issues and suggested guidelines for research and management thinking.
Keywords
Marketing, Federal Trade Commission, Consumer Satisfaction, American Market Association, Marketing Concept
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