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:

Home Prices

The financial cost at which a residential property is offered for sale in the real estate market.

Degrees of Freedom

The number of independent values or quantities which can be assigned to a statistical distribution, typically utilized in the context of hypothesis testing.

F Statistic

A ratio used in statistical analysis to determine the degree of variance between groups in an experiment, often used in the context of an ANOVA test to assess hypothesis validity.

Groups

Collections of subjects, samples, or items that are studied in experiments to assess the effects of treatments or to compare different conditions.