Negative Disconfirmation Occurs When

question 24

Multiple Choice

Negative disconfirmation occurs when:

• A) satisfaction levels are higher than expected.
• B) performance is worse than expected.
• C) information retrieval is low.
• D) there is a role-enhancement failure.
• E) there is a positive confirmation bias.

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Definitions:

Frontline Employees

Workers who directly interact with customers, representing the face of the company and playing a critical role in customer service.

Pay Incentive

A financial or material reward provided to employees as a means to increase productivity, motivation, or achieve specific business outcomes.

Positive Reinforcement

A method of encouraging desired behavior by offering rewards or positive outcomes.

Critical Project

A project of high importance that often has deadlines, specific goals, and significant consequences for success or failure.