Incorporates the disconfirmation theory which takes both expectations and perceptions into account.
整合了失验理论,考虑到双方的期望和看法。
Service quality depends on the difference between customers' expectations and perceptions of the service.
服务质量水平是由顾客对服务的期望和感知之间的差异决定的。
These perceptions are learned over time, and they create powerful expectations that can lead individuals to act in ways that, to the outside world, suggest insolence, laziness, pathology, etc.
这些体察是长期习得的,又反过来创造了强大的预期期望,引导个体做出这样的行为,而外部世界却视之为傲慢无礼、懒惰、病态等等。
应用推荐