The Basic Customer Satisfaction Model Is Often Called ________ Because

question 6

Multiple Choice

The basic customer satisfaction model is often called ________ because it presumes that levels of customer satisfaction with a product or service are determined by how well the product performs relative to what the customer expects.

• A)a high confirmation/low confirmation model
• B)an expectation confirmation/disconfirmation model
• C)a negative confirmation/positive confirmation model
• D)a need satisfying/dissatisfying model

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Definitions:

In-Group

A social group to which a person psychologically identifies as being a member.

Individuals

Persons considered separately from other members of a group or the collective groups to which they belong.

Social Identity Theory

A psychological theory proposing that a person's sense of who they are is based on their group membership(s).

Self-Esteem

An individual’s overall subjective emotional evaluation of their own worth or personal value.