The post purchase model which is based on the idea that in a service encounter,customers and employees perform roles, and that satisfaction is a function of role congruence--where actual behaviors are consistent with expected roles is called:

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The script perspective model is based on the idea that both customers and employees have roles to play in a service encounter, and satisfaction is derived from how well actual behaviors align with these expected roles, which is referred to as role congruence.

The Post Purchase Model Which Is Based on the Idea