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New Course
Concept
Expectancy-Disconfirmation Theory
Expectancy-Disconfirmation Theory
suggests that
consumer satisfaction
is determined by the
gap between expectations and perceived performance
. If
performance exceeds expectations
, positive disconfirmation leads to satisfaction, while
negative disconfirmation
results in dissatisfaction.
Relevant Degrees
Psychology 50%
Marketing and Sales 30%
Production Engineering and Planning 20%
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