According to the textbook, which of the following statements best describes the results of research conducted on the differential impact of functional versus psychological attributes on customer satisfaction?
A) Delighter attributes have up to twice as much influence on customer satisfaction and loyalty as must-have attributes.
B) Psychological attributes have up to twice as much influence on customer satisfaction and loyalty as functional attributes.
C) Must-have attributes have up to twice as much influence on customer satisfaction and loyalty as delighter attributes.
D) Functional attributes have up to twice as much influence on customer satisfaction and loyalty as psychological attributes.

Question

Quizplus · Accepted Answer

The research conducted on the differential impact of functional versus psychological attributes on customer satisfaction found that psychological attributes have up to twice as much influence on customer satisfaction and loyalty as functional attributes. Therefore, option B is the correct answer.

According to the Textbook, Which of the Following Statements Best