Question

The postpurchase model that is based on the idea that in a service encounter,customers and employees perform roles,and that satisfaction is a function of role congruence is called:

A) the dissonance model.
B) the perceived-control model.
C) the expectancy disconfirmation model.
D) the script perspective.
E) the servuction model.

Answer 1

The postpurchase model that focuses on role congruence in a service encounter is called the script perspective.

Step-by-step explanation:

The postpurchase model that is based on the idea that in a service encounter, customers and employees perform roles, and that satisfaction is a function of role congruence is called the script perspective. In this model, customers and employees have predefined roles and their satisfaction depends on how well those roles align with each other. For example, if a customer expects a friendly and helpful employee and the employee fails to fulfill that role, the customer may experience dissatisfaction.