According the Expectancy/disconfirmation Theory, Which of the Following Leads to Consumer

question 64

Multiple Choice

According the expectancy/disconfirmation theory, which of the following leads to consumer satisfaction?

• A) positive confirmation
• B) positive disconfirmation
• C) negative confirmation
• D) negative disconfirmation

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Definitions:

Formal Administrative Systems

Structured processes and procedures used by organizations to manage and govern their operations.

Controlling

The management function that involves monitoring performance, comparing it with goals, and taking corrective action as needed.

Organizational Policies

Guidelines and rules set by a company to dictate and guide behavior and decision-making within the organization.

Individual Performance

The measure of an employee's effectiveness, efficiency, and quality of work in fulfilling specific job duties.