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Describe the Met-Expectations Model of Customer Satisfaction Including the Formula

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Describe the Met-Expectations Model of customer satisfaction including the formula to calculate it.


Definitions:

Roles

The functions or positions that individuals are expected to perform in a specific context or system.

Face

In social psychology, it refers to an individual's sense of prestige, dignity, or social standing in the eyes of others.

Anchoring and Adjustment

A cognitive bias in decision-making where an initial piece of information (the anchor) heavily influences subsequent judgments and adjustments.

Availability Bias

A cognitive bias that influences decisions based on the immediate examples that come to a person's mind.

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