According to the Dynamic Process Model, Two Different Types of Expectations

question 72

Multiple Choice

According to the dynamic process model, two different types of expectations have opposite effects on perceptions of service quality. One of these is that ________ overall service quality.

• A) increasing customer expectations of what the firm will deliver improve the perceptions of
• B) increasing customer expectations of what the firm will deliver decrease the perceptions of
• C) decreasing customer expectations of what the firm should deliver decrease the perceptions of
• D) decreasing customer expectations of what the firm will deliver improve the perceptions of
• E) increasing customer expectations of what the firm should deliver improve the perceptions of

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Definitions:

Quad-Base Cane

A walking aid featuring a four-footed base providing increased stability for users.

Nonskid Shoes

Footwear designed to increase traction and reduce the likelihood of slipping.

Gait Belt

A device used to support and assist a person in walking or transferring from one position to another, often used in healthcare settings.