Exceeding the value offered by competitors is the key to marketing success.
Consumers decide upon purchases on the judgements about the values offered
by suppliers. Once the product is bought, customer satisfaction depends upon
its perceived performance compared to the buyer’s expectations. Customer
satisfaction occurs when perceived performance matches or exceeds
expectations. Expectations are formed through post-buying, experiences, and
discussions with other people, and suppliers marketing activities. Companies
need to avoid the mistake of setting customer expectations too high through
exaggerated promotional claims since this can lead to dissatisfaction if 12 performance falls short of expectations. (David Jobber, Principles and Practice of Marketing, 1995, 12)