If expectations of a good or service are greater than performance, consumers are likely to be
A) satisfied and will likely purchase the good or service again
B) somewhat satisfied, but would switch to another good or service without much persuasion
C) dissatisfied and will likely engage in negative word-of-mouth communications and firm switching behavior

Question

Quizplus · Accepted Answer

If expectations are greater than performance, then consumers are likely to be dissatisfied with the good or service and may never purchase the brand again. These consumers are expected to engage in negative word-of-mouth communications about the company or brand as well as firm switching behavior.

If Expectations of a Good or Service Are Greater Than