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September 14, 2013
When Perceptions exceed Expectations! What does it take to “delight a customer” these days? Well, it’s outlined in the Expectation Confirmation Theory which says: expectations, coupled with perceived performance, lead to post-purchase satisfaction. This effect is mediated through positive or negative disconfirmation between expectations and performance. If a product outperforms expectations (positive disconfirmation) post-purchase satisfaction will...
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