____ is an attitude formed by a long-term,overall evaluation of a firm's performance.
A)Customer satisfaction
B)Negative disconfirmation
C)Positive disconfirmation
D)Service quality
E)Customer retention

Question

Quizplus · Accepted Answer

The attitude formed by a long-term, overall evaluation of a firm's performance is known as service quality. This takes into account factors such as reliability, responsiveness, assurance, empathy, and tangibles. Customer satisfaction, negative and positive disconfirmation, and customer retention are all related to but not equivalent to the concept of service quality.

____ Is an Attitude Formed by a Long-Term,overall Evaluation of a Firm's