According to the expectancy disconfirmation model, a product that is promoted as being better than it really is will create problems with customers even if its innate quality is already high. This is true, however, only if the expectation falls outside of the zone of .
A) alteration
B) accommodation
C) abandonment
D) the gemba
E) attachment

Question

Quizplus · Accepted Answer

The expectancy disconfirmation model suggests that customer satisfaction is influenced by the gap between expectations and actual performance. If expectations are too high and fall outside the zone of accommodation, customers may be dissatisfied even if the product is of high quality.

According to the Expectancy Disconfirmation Model, a Product That Is