Author Question: Customer satisfaction can be defined by comparing: A) predicted service and perceived service. B) ... (Read 126 times)

karlynnae · **on:** Jun 28, 2018

Customer satisfaction can be defined by comparing:
A) predicted service and perceived service.
B) predicted service and desired service.
C) desired service and perceived service.
D) adequate service and perceived service.
E) expected service and desired service.

Question 2

When Meghan went to buy groceries, she found everything on her list except Pampers diapers. While the store had other competing brands in stock, Meghan left and drove five miles to the next store where she found the Pampers. It appears that Meghan exhibits a high degree of __________ for Pampers diapers.
A) brand recognition
B) brand preference
C) brand insanity
D) brand equity
E) brand insistence