AT&T advertises that it provides the highest quality phone service.In recent years,however,their phone service has gone dead for large blocks of consumers on a number of occasions.This is an example of
A) positive disconfirmation.
B) negative disconfirmation.
C) subjective unexpected outcome.
D) a disconfirmatory subjunctive experience.
E) objective unexpected outcome.

Question

Quizplus · Accepted Answer

Negative disconfirmation occurs when the actual performance falls short of the consumer's expectations. In this case, the consumer expected the highest quality phone service from AT&T, but experienced multiple instances of dead phone service.

AT&T Advertises That It Provides the Highest Quality Phone Service