Consumer dissatisfaction may result from a failure of:

Question

Quizplus · Accepted Answer

Consumer dissatisfaction may result from both expressive and instrumental performance failure. Expressive performance refers to the emotional aspect of a service, such as the attitude of the employees or the atmosphere of the service environment. Instrumental performance refers to the functional aspect of a service, such as the accuracy and efficiency of the service delivery. Both aspects can contribute to customer satisfaction or dissatisfaction if they fall short of expectations. Therefore, the best choice is D, which includes both expressive and instrumental performance failure as possible causes for consumer dissatisfaction.

Consumer Dissatisfaction May Result from a Failure Of