Understanding customer satisfaction is something critical for any business, because a customer’s sense of satisfaction is a significant predictor of behavioural intentions, in other words, what they are most likely to do when they buy. Today I am taking my efforts to write a truly useful commercial cleaning blog to the next level, by looking at academic studies done by social scientists around customer satisfaction. Now as a bit of a precursor to this article, I don’t mind telling you, academic writing is really dry. It took something for me to stay focused and sift through all the jargon. But when I did, I found some really interesting findings that I’m sure most people don’t get to read about , and over the next few months, I’ll be sharing and discussing some of the findings I came across that I think are interesting to anyone who owns or manages a business. The first study I’m looking at is called: Perceptions of Chinese restaurants in the U.S...
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