The basic customer satisfaction model is often called ________ because it presumes that levels of customer satisfaction with a product or service are determined by how well the product performs relative to what the customer expects.

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The expectation confirmation/disconfirmation model presumes that levels of customer satisfaction with a product or service are determined by how well the product performs relative to what the customer expects. This model suggests that if the product or service meets or exceeds the customer's expectations, the customer will be satisfied. If it falls short of the customer's expectations, the customer will be dissatisfied.

The Basic Customer Satisfaction Model Is Often Called ________ Because