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:

Charisma

A personal magnetic charm or appeal that inspires loyalty or enthusiasm in others.

Highly Discrepant

Referring to something that significantly differs or deviates from the norm or from expectations.

Status Quo

The existing state of affairs or current condition.

Openness To Experience

A personality trait characterized by a willingness to try new things, being imaginative, and appreciating art and beauty.