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What best predicts customer satisfaction, say with a shopping trip or an airline journey? (select only one)

What best predicts customer satisfaction, say with a shopping trip or an airline journey? (select only one)

  • The weighted average (by touchpoint importance) of the experience at each touchpoint
  • The overall evaluation across all touchpoints (i.e., holistic assessment)
  • The average evaluation of the experience at each touchpoint
  • The evaluation of the most positive experience (i.e., the peak)

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Brand Management: Aligning Business, Brand and Behaviour Coursera Quiz Answer [Updated Answers‼️] 2021

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