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In: Economics

“Service failure is any service performance which falls short of customer expectation. According to expectation-disconfirmation theory,...

“Service failure is any service performance which falls short of customer expectation. According to expectation-disconfirmation theory, any performance which is below customer expectation level leads to customer dissatisfaction. Thus, service failure inevitably causes dissatisfaction.” Do you agree with this argument? Why or why not?

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Rahul Sunny answered 2 years ago
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