How Do Customers Measure Their Satisfaction with a Service's Credence

question 27

Multiple Choice

How do customers measure their satisfaction with a service's credence attributes?

• A)By comparing perceived performance with desired performance
• B)By comparing perceived performance with their zone of tolerance
• C)By determining whether tangible cues contradict their expectations
• D)By measuring their levels of arousal and positive affect
• E)By measuring the outcome of the search and choice process

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Definitions:

Pinch Hitter

In baseball, a substitute batter who comes in to bat in place of another player; metaphorically, someone who steps in to handle a situation or task for someone else.

Player Substitutions

The act of replacing one player with another during a game, common in team sports, to adjust strategies or enhance performance.

Specialization

A process in which individuals, organizations, or countries focus on producing a limited range of goods or services, aiming to increase efficiency and expertise.

Production

The method of merging different materials and non-material elements (such as designs and expertise) to create products for use.