My responce to:    Jonathan tomachick  Customer Satisfaction and Value

Are customer satisfaction and customer value interdependent or mutually exclusive? Can satisfaction occur simultaneously with low customer value?

After reading your post, I would say that i agree with most of what you have to say. I think that most of the time we as consumers take the idea of satisfaction and value and we get them intertwined with one another when actually they can be met separately.

That begin said, I do think that the instances where one of the conditions is meet and not the other are few and far in between.

I believe that often times, a product will initially meet one of the specifications and then the second will be meet as a result of the first one. Take the example of purchasing music. When you first purchase a new CD or buy a song online, you are instantly satisfied that now you can listen to your favorite bands newest song but that music really has no value. But the more you listen to a song, the more you connect with it and relate to what the song is about or maybe you develop a favorite memory that you associate with that song and, through this you develop a sense of value associated with the music.

Do you think the emotional/sentimental value can be as important as real world practicality value?


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