Satisfaction is an attitude judgement based on the customer's experience of the service encounter.Which of the following is not a satisfaction judgement?
A)Positive disconfirmation
B)Negative disconfirmation
C)Confirmation
D)All of the above
E)None of the above

Question

Quizplus · Accepted Answer

All the options (A, B, C) are indeed types of satisfaction judgments. Positive disconfirmation occurs when the service exceeds expectations, negative disconfirmation when it falls below, and confirmation when it meets expectations.

Satisfaction Is an Attitude Judgement Based on the Customer's Experience