_______ Satisfaction Is Measured by the Ratio of Perceived Performance

question 51

Multiple Choice

_______ satisfaction is measured by the ratio of perceived performance to expected performance.

• A) Customer
• B) Client
• C) Contractor
• D) Consumer
• E) Buyer

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Definitions:

Feeling Rules

Cultural norms or guidelines that dictate the appropriate emotions to be expressed in various social situations.

Emotion Management

Involves people obeying “feeling rules” and responding appropriately to the situations in which they find themselves.

Cooperative Interaction

Collaboration or joint effort among individuals or groups working together towards a common goal or objective.

Trust

Trust refers to the belief in the reliability, truth, ability, or strength of someone or something, forming the basis for cooperative human relationships.