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Title: Gaining Consumer Satisfication
Author: David R. Conover
Source: American Gas Association 1979
Year Published: 1979
Abstract: Beginning with the of trading goods and services over 4,000 years ago, consumer satisfaction has played an important role in the ultimate design and utilization of all consumer products. Initially this probably applied to items such as food and household goods, but as technology brought more sophisticated types of goods and services to consumers doorsteps, consumers became more aware of the need to shop for the premium product. Of the items reviewed by the consumer, first-cost, durability, serviceabihty and cost of operation are the most important, if the person that purchases these goods and services for his or her own needs finds they do not meet expectations, wishes or desires, he or she will be dissatisfied.

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