Customer Satisfaction, Loyalty, and Empowerment

Read this chapter, which emphasizes customer communities, loyalty management, customer satisfaction, ethics, laws, and customer empowerment.

Should a company be happy or concerned if most customers are satisfied?
Why have customer satisfaction scores remained relatively steady over the past few years?
What are the desired outcomes, from a marketer's perspective, of a complaint management process?
How would marketing management use customer satisfaction survey results?