In which of the following postpurchase models do consumers evaluate services by comparing expectations with perceptions?
A)the role congruence model
B)the perceived-control model
C)the expectancy disconfirmation model
D)the script perspective
E)the servuction model

Question

Quizplus · Accepted Answer

The expectancy disconfirmation model states that consumers evaluate services by comparing their pre-purchase expectations with their perceptions of the actual service received. It assumes that consumers develop expectations prior to purchase and that their satisfaction or dissatisfaction with the service received is based on whether their expectations are met or exceeded (positive disconfirmation) or not met (negative disconfirmation). This model is widely accepted and used in the service industry.

In Which of the Following Postpurchase Models Do Consumers Evaluate