__________ means that a service meets expectations

__________ means that a service meets expectations

• A. dissatisfaction/negative disconfirmation
• B. mild satisfaction/simple confirmation
• C. delight/positive disconfirmation
• D. neutral confirmation

Answer: (B)

When a service performs as expected, customers experience confirmation of their expectations, which shows up as mild satisfaction. In expectation-disconfirmation terms, meeting expectations yields confirmation, not delight or dissatisfaction. If the service exceeded expectations, you’d get delight or positive disconfirmation; if it fell short, you'd feel dissatisfaction or negative disconfirmation. So the phrase that best captures “meets expectations” is mild satisfaction or simple confirmation, since it reflects contentment from a delivered performance that matches what was anticipated.

When a service performs as expected, customers experience confirmation of their expectations, which shows up as mild satisfaction. In expectation-disconfirmation terms, meeting expectations yields confirmation, not delight or dissatisfaction. If the service exceeded expectations, you’d get delight or positive disconfirmation; if it fell short, you'd feel dissatisfaction or negative disconfirmation. So the phrase that best captures “meets expectations” is mild satisfaction or simple confirmation, since it reflects contentment from a delivered performance that matches what was anticipated.