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Friday, September 18, 2009

What is Disconfirmation Theory

I did a search on this interesting term "Disconfirmation Theory" after seeing it yesterday night from a magazine.

What is Disconfirmation Theory?
  • Predicts that unrealistically high expectations will result in lower levels of perceived benefit than those associated with realistic expectations.
  • The expectancy disconfirmation model of customer satisfaction focuses on the gap between performance and expectations.

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