Author Question: The postpurchase model that is based on the idea that in a service encounter, customers and ... (Read 85 times)

a0266361136 · **on:** Jun 28, 2018

The postpurchase model that is based on the idea that in a service encounter, customers and employees perform roles, and that satisfaction is a function of role congruence is called:
A) the dissonance model.
B) the perceived-control model.
C) the expectancy disconfirmation model.
D) the script perspective.
E) the servuction model.

Question 2

Market segmentation divides the market into homogenous groups or segments.

Indicate whether the statement is true or false