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Shanda is afraid of failing one of her final exams, primarily because she thinks the professor gives hard exams and so, no matter how much studying she does, it won't matter. Cognitive theorists would suggest that Shanda
Poor Service
Substandard or unsatisfactory provision of services to customers, often leading to dissatisfaction or complaints.
Product Quality
The measure of a product's ability to satisfy customer expectations, encompassing features, reliability, durability, and performance.
External Customer
Individuals or entities that purchase goods or services from a business but are not part of the organization itself.
Purchase Process
The steps and decision-making stages consumers go through before, during, and after buying a product or service.
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