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Questions and Answers
What happens when product performance exceeds expectations according to the Expectancy Disconfirmation Model?
What happens when product performance exceeds expectations according to the Expectancy Disconfirmation Model?
- Consumers are indifferent
- Consumers demand a refund
- Consumers are dissatisfied
- Consumers are satisfied and pleased (correct)
What is the Expectancy Disconfirmation Model?
What is the Expectancy Disconfirmation Model?
- A model that illustrates the importance of managing customer expectations
- A model that measures customer satisfaction based on prior experience with the product (correct)
- A model that measures customer satisfaction based on price
- A model that measures customer satisfaction based on product design
What is the reason why customer dissatisfaction usually occurs according to the text?
What is the reason why customer dissatisfaction usually occurs according to the text?
- The company's ability to deliver meets customer expectations
- The company's ability to deliver exceeds customer expectations
- The company's ability to deliver is not relevant to customer satisfaction
- The company's ability to deliver falls below customer expectations (correct)
