Week 4 Business Operations and Consumer Satisfaction Discussion follow instructions attached. this requires to answer the questions attached for initial di

Week 4 Business Operations and Consumer Satisfaction Discussion follow instructions attached. this requires to answer the questions attached for initial discussion post and then to write a response to 2 others students discussions. Discussion week 4 Business operations
Please answer each discussion with 250 -300 words, APA style. DO NOT FORGET THE
CITATION!!!! Then write a response to 2 students for each discussion week with 100 words
min, and directed at them in a positive manner not in 3rd person! The other students
discussion posts can also be used as an example on how your initial post should be done.
So by the end of this assignment your should have done 1 discussions and 2 responses!!!
Discussion question
On pages 119 and 120 of the Collier/Evans textbook three classes of customer requirement are discussed:
dissatisfiers, satisfiers, and exciters/delighters. Select a business you are familiar with. Identify the business
and then identify and discuss possible dissatisfiers, satisfiers, and exciters/delighters of the business. After
you have posted your initial response, interact with two of your fellow students during the week.

Student 1 Reginald ( needs a response directly at him not in a 3rd person, what u
like about his post or agree with or disagree with, stay positive)
According to Kano’s Model of Customer Needs, there are three classes of customer
requirements:
Dissatisfiers
These are expected requirements. For example, if I were to buy a truck from a Chevrolet
dealership, there would be certain features that are fundamental requirements that I would
expect the truck to have. For example, all trucks should have breaks, a steering wheel, a
rear-view mirror, a windshield, and windows that can roll up and down. These are “musthave” requirements for a truck.
Satisfiers
These are expressed requirements, also known as requirements that I would not be
expecting all the trucks to have, but the more of them that are included, the happier I would
be with the truck. For example, not all trucks have sun roofs or heated seats, but having
those two features would increase my satisfaction because I would be happy to have them
as the seasons change. I could live without these particular requirements, but I would
rather have them based on where I live and when I would be driving the truck to make it
more comfortable for me. When choosing between the different trucks, these would be the
features that would sell me on which one to buy, and also increase the chances of my
paying more for certain vehicles.
Exciters/delighters
These are unexpected features. I wouldn’t express desire for these features, and I wouldn’t
be dissatisfied if they weren’t there, but they would make it so that the truck exceeds my
expectations. For example, if I was offered a truck with autonomous cruise control, which is
where the truck can sense when traffic is slowing or stopping ahead of me so the truck
breaks even before I notice that I need to, this would be a luxury feature that surprises,
excites and delights me as a consumer and would win me over as a consumer.
References
Smelby, M. (2011). Dissatisfiers, Satisfiers, and Delighters. Retrieved from https://wholisticchange.com/2011/10/29/dissatisfiers-satisfiers-and-delighters/
Stroud, J.D. (n.d) The Kano Analysis: Customer Needs Are Ever Changing. Retrieved from
https://www.isixsigma.com/tools-templates/kano-analysis/kano-analysis-customerneeds-are-ever-changing/
Vargo, S. (2007). Satisfiers, Dissatisfiers, Criticals, and Neutrals: A Review of Their Relative
Effects on Customer (Dis)Satisfaction. Retrieved from
https://www.academia.edu/22738867/Satisfiers_Dissatisfiers_Criticals_and_Neutrals_A_R
eview_of_Their_Relative_Effects_on_Customer_Dis_Satisfaction
Student 2 Nhat ( needs a response directly at him not in a 3rd person, what u like
about his post or agree with or disagree with, stay positive)
On pages 119 and 120 of the Collier/Evans textbook three classes of customer
requirement are discussed: dissatisfiers, satisfiers, and exciters/delighters. Select a
business you are familiar with. Identify the business and then identify and discuss
possible dissatisfiers, satisfiers, and exciters/delighters of the business. After you
have posted your initial response, interact with two of your fellow students during
the week.
The business that I am selected for the discussion of this week is Amazon. Its main
business is to focus on developing e-commercial, artificial intelligence and cloud platform
products. The company was ranked number 1 for customer satisfaction for the ninth
consecutive years because of two important reasons (Amazon.com, 2019). Let’s use the
Kano model to investigate why Amazon deserves its position for customer service. Firstly,
Amazon focuses on developing the responsiveness, which means that the company attends
to help customers resolve their difficulties (Collier & Evans, 2017). For example, it
provides two – day free shipping for Amazon Prime’s customers which save time for its
customers. Therefore, most of its customers are satisfiers because of the above services.
Secondly, Amazon develops a great empathy by focusing on the emotion and attitude of
customers (Collier & Evans, 2017). For example, the company provides a special discount
for customers who downloaded its digital products during Christmas Day (Kats,
2019). Because of the above reason, some customers become delighters who increasingly
buy products from the company. On the other hand, there are some areas that Amazon
needs to improve to gain back the trust of dissatisfiers. For example, some products are
not delivered at the right time which makes customers unhappy. Amazon can improve this
process by requiring the signature for all packages that it deliver. By following the above
advice, the company will surely make most of its customers become satisfiers and exciters/
delighters.
References
Collier & Evans. (2017). OM6 (6 ed.), Mason, OH: South-Western Cengage Learning.. (ISBN:
9781305664791)
Customers Rank Amazon #1 in Customer Satisfaction. (n.d.). Retrieved April 29, 2019, from
https://www.amazon.com/gp/feature.html?ie=UTF8&docId=1001924291
Amazon ranks No. 1 in customer satisfaction. (2019). Retrieved April 29, 2019, from
https://www.retaildive.com/ex/mobilecommercedaily/amazon-ranks-no-1-in-customersatisfaction
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