If pre-purchase expectations are low, a consumer is more likely to be satisfied with a service experience even when performance is poor.

Question

Quizplus · Accepted Answer

When pre-purchase expectations are low, the customer's level of satisfaction may be positively impacted since they have anticipated a low level of service. As a result, even if the actual service outcome is unsatisfactory, the customer may still be content with the service. Therefore, the statement is true.

If Pre-Purchase Expectations Are Low, a Consumer Is More Likely