MKT B365F Services Marketing

Autumn 2021

Reflective Journal

Journal Topic:

Based on the reflection regarding what you have learned from "the expectancy-disconfirmation model of satisfaction" (in Topic 2), you are required to write how your positive disconfirmation or negative disconfirmation was formed from your own experience in ONE of the following service contexts:

A) Staying in a hotel B) Having a meal in a restaurant for the celebration

It is used to assess learning outcomes 1 and 2.

https://ole.hkmu.edu.hk/course2104/MKTB365F.nsf