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

question 86

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 ________.

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

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Definitions:

Family and Medical Leave Act

A United States federal legislation that allows workers to take unpaid leave with job security for specific family and medical purposes.

Leave Availability

The provision and policies regarding time off from work that employees are entitled to for various reasons.

Age Discrimination in Employment Act

U.S. federal law designed to protect workers 40 years of age and older from employment discrimination based on age.

Computer Training

Computer training encompasses educational programs and courses designed to provide individuals with skills and knowledge related to computer use and information technology.