Examlex
Which of the following is a way of measuring service quality that captures consumers' disconfirmation of service expectations?
Threatening Events
Situations or occurrences perceived as dangerous or potentially harmful to an individual's physical or psychological well-being.
Defense Mechanisms
Psychological strategies used by individuals to cope with reality and maintain self-image.
Denial
A psychological defense mechanism where reality or facts are rejected because they are uncomfortable or distressing.
Projection
A defense mechanism in which an individual ascribes their own unacceptable thoughts, feelings, or impulses to others.
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