eeldatavad ootused on alati seotud mingi kindla teenusepakkujaga. Kui teenusepakkuja on tõstnud kliendi ootused liiga kõrgele, aga kliendi poolt kogetud teenus ei vasta nendele ootustele, siis tajub klient, et teenus oli kehva kvaliteediga
relationships among measures of problem incidence, complaining incidence, predictive and normative expectations for both problem incidence and retailer remedy behavior, and satisfaction with retailer remedies are presented for five common consumer problems
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