If the Expected Service Falls Below the Perceived Service, Customers

question 96

True/False

If the expected service falls below the perceived service, customers are disappointed.

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Definitions:

Intellect

The capacity for understanding, reasoning, and thinking critically.

Decision-Making

The process of making choices by identifying a decision, gathering information, and assessing alternative resolutions.

Anchoring

A cognitive bias in decision-making where an individual relies too heavily on an initial piece of information (the "anchor") when making judgments.

Adjustment Heuristic

A decision-making process where an initial estimate is adjusted based on additional information or analysis.