Which of the following formulas correctly illustrates the ...

[ap345]

Which of the following formulas correctly illustrates the expectancy confirmation theory?
 A) Confirmation = Customer satisfaction  Perceptions  Expectations
  B) Customer satisfaction = Perceptions  Expectations
  C) Customer satisfaction = Perceptions  Expectations
  D) Customer satisfaction = Perceptions + Expectations
  E) Confirmation = Customer satisfaction  Expectations

Question 2

Whether at the corporate, business-unit, or functional level, the planning process always begins with an in-depth:
 A) statement of goals and objectives.
  B) situation analysis.
  C) strategy for achieving growth.
  D) statement of the organization's competitive advantages.
  E) assessment of the organization's resources.

[Bigfoot1984]

Answer to Question 1

C

Answer to Question 2

B