Discover the Power of Managing Expectations with the Expectancy Disconfirmation...
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Questions and Answers

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?

  • 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?

  • 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)

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