Minnie buys a Hoover upright vacuum cleaner. On her way to the car with her roommate Adelaide, Adelaide is already reviewing what Minnie is going to say. Minnie was brought up around Hoovers. Her mom loved them so they must be good. Everybody says they are the most dependable brand. There were lots of signs about them in the store. But, Adelaide thinks, if this particular vacuum cleaner doesn't live up to the set expectations, Minnie will be unfit to live with! Adelaide is expressing the principle behind the:

Question

Quizplus · Accepted Answer

Adelaide is expressing the expectancy disconfirmation model, which suggests that consumer satisfaction is determined by the difference between initial expectations and the actual performance of a product. If the product fails to meet expectations, dissatisfaction occurs.

Minnie Buys a Hoover Upright Vacuum Cleaner