Last updated on March 16, 2014 at 1:21 EDT  Customer
Satisfaction Lies Somewhere Between Pleasure And Pain  May 3,
2012  A new paper by Kyle Murray, a marketing researcher with
the Alberta School of Business, puts a spin on the expression
“you can’t please everyone.”   The pleasure-versus-pain
principle  The researchers studied people’s reactions to two
consumer experiences: tasting a cup of coffee and choosing a
digital camera. In both studies, there was a quality product and
one that had been altered to affect its quality. Test subjects
were asked to rate their satisfaction with the product’s
quality. The researchers discovered that respondents fell into
two categories: promotion-focused (pleasure-seeking) or
prevention-focused (pain-avoiding). “These two types of people
respond very differently to having the same kind of service
encounter or having the same kind of problem with a product,”
said Murray.  “People who are promotion-focused tend to get a
lot more hurt when something goes wrong, but they’re als