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:

Diet

The sum of the food consumed by an individual or organism, which can be tailored for health, cultural, or weight management reasons.

Weight

A measure of the heaviness of an object; a quantitative characteristic of mass.

Wilcoxon Signed Rank Test

A nonparametric test that compares paired or matched samples to determine if their population mean ranks differ.

Level Of Significance

The probability of rejecting the null hypothesis in a statistical test when it is actually true, serving as a critical threshold for determining the significance of results.