SUPPORT THE CONSTITUTIONAL AMMENDMENT FOR “HIGH …

In other words, high involvement generates a narrower ZOT, while low involvement generates a wider ZOT. Similar to Zeithaml et al’s (1993) contention, he also proposed that (1) performance within the ZOT may go unnoticed by the customer, (2) performance below the customer’s adequate expectations level (below the ZOT) will generate dissatisfaction, and (3) performance above the customer’s ... ................
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