The postpurchase model that is based on the idea that in a service encounter,customers and employees perform roles,and that satisfaction is a function of role congruence is called:
A)the dissonance model.
B)the perceived-control model.
C)the expectancy disconfirmation model.
D)the script perspective.
E)the servuction model.

Question

Quizplus · Accepted Answer

The script perspective is based on the idea that in a service encounter, both customers and employees perform predetermined roles, and satisfaction is determined by the extent to which the customer's role expectations match the employee's performance of their role. This perspective emphasizes the importance of scripts or prewritten sets of behaviors for both customers and employees. The other options, such as dissonance model, perceived-control model, expectancy disconfirmation model, and the servuction model, do not specifically focus on the roles played by customers and employees in determining satisfaction.

The Postpurchase Model That Is Based on the Idea That