__________ means that a service exceeds expectations

__________ means that a service exceeds expectations

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

Answer: (C)

Delight is what you get when service goes beyond what you expected, triggering a strong positive reaction. In expectancy-disconfirmation terms, when perceived performance exceeds expectations, you experience positive disconfirmation, and the customer feels delight. The other options describe outcomes tied to meeting or falling short of expectations: mild satisfaction or simple confirmation means you’re just content or neutral about meeting them; dissatisfaction with negative disconfirmation is when performance falls short; satisfaction is a broader term that doesn’t specifically capture the exceedance that leads to delight. So the combination of delight and positive disconfirmation best fits the idea of a service that surpasses expectations.

Delight is what you get when service goes beyond what you expected, triggering a strong positive reaction. In expectancy-disconfirmation terms, when perceived performance exceeds expectations, you experience positive disconfirmation, and the customer feels delight. The other options describe outcomes tied to meeting or falling short of expectations: mild satisfaction or simple confirmation means you’re just content or neutral about meeting them; dissatisfaction with negative disconfirmation is when performance falls short; satisfaction is a broader term that doesn’t specifically capture the exceedance that leads to delight. So the combination of delight and positive disconfirmation best fits the idea of a service that surpasses expectations.