Satisfaction in Service Experiences: Definitions, Issues and Measures
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The success of service experiences relies heavily on customer satisfaction. This article aims to provide an overview of the concept of customer satisfaction by highlighting the challenges of customer satisfaction in services, particularly in terms of loyalty, word of mouth and impact on the customer-employee relationship. It also proposes an inventory of the definition of the concept of satisfaction and its limits before addressing the complexity of its measurement. In addition, the article opens with the main challenges in the study of satisfaction today for companies and researchers.