1. The underlying assumption of to strive for continuously excellent service quality is that success comes from

Group of answer choices:

a.repeat purchase

b.continuous investments

c.negative disconfirmation

d.positive disconfirmation

e.a good service culture

2. Service attributes that will anger customers if it's missing but will not necessarily satisfy customers when it exists is often referred to as _________ attributes

Group of answer choices

a.confirmatory

b.non-confirmatory

c.determinant

d.importance

e.vital

3.Under what circumstances might some customers be satisfied by organisations even when they produce low levels of service quality?

Group of answer choices

a.When the service is non-habitual

b.When customers already paid in advance

c.When there is a big gap between competing services

d.When the service is intangible

e.When the customer had low levels of expectation