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:

Upper-level Leaders

Senior executives or top-tier managers within an organization who are responsible for making strategic decisions and guiding the entity's direction.

Lower-level Leaders

Leaders who operate at the initial layers of the organization, often directly overseeing the frontline or operational employees, and implementing day-to-day tasks.

LMX Approach

A rephrasing of Leader-Member Exchange Theory focusing on the approaches leaders use to cultivate unique relationships with each member, influencing organizational dynamics.

Morality

Principles concerning the distinction between right and wrong or good and bad behavior, often based on cultural, religious, or philosophical guidelines.