Question

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

Answer 1

The correct answer is C) the expectancy disconfirmation model. In this model, consumers evaluate services by comparing their expectations with their perceptions.

Step-by-step explanation:

The correct answer is C) the expectancy disconfirmation model. In the expectancy disconfirmation model, consumers evaluate services by comparing their expectations with their perceptions. This model suggests that satisfaction is determined by the difference between what consumers expect and what they perceive. If their expectations are met or exceeded, they are likely to be satisfied with the service. If their expectations are not met, they may be dissatisfied.