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If a Product Initially Fails to Live Up to the Customer's

question 69

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If a product initially fails to live up to the customer's expectations, which dimension of quality might salvage the sale and the company's reputation?


Definitions:

Drive-Reduction Theory

A theory in psychology that posits the reduction of physiological needs is a primary motivator for behavior.

Tension Reduced

A state or process whereby physiological or psychological tension is decreased.

Stability

The state or quality of being stable; firmness in position.

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