The Two Levels of Expectations That Consumers Generally Have About

question 203

Multiple Choice

The two levels of expectations that consumers generally have about services are

• A) acceptable and unacceptable.
• B) desired and undesired.
• C) reliable and unreliable.
• D) acceptable and desired.
• E) tolerable and desired.

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Definitions:

Neurotic Needs

Horney's theory on ten specific needs that individuals overemphasize due to anxiety from interpersonal relationships, which can lead to neurosis if unchecked.

Late Childhood

A stage in human development that occurs from around the age of 6 until puberty, characterized by physical, cognitive, and social changes.

Neurotic Needs

Psychological desires or tendencies developed in response to anxiety and leading to unhealthy or maladaptive behavior.

Basic Anxiety

A concept in psychoanalytic theory referring to feelings of insecurity and apprehension that arise from living in a hostile world.