The term 'negative disconfirmation' refers to a situation in which the service:

The term 'negative disconfirmation' refers to a situation in which the service:

• A. The service meets expectations.
• B. The service exceeds expectations.
• C. The service does not meet expectations.
• D. The service is unrelated to expectations.

Answer: (C)

Negative disconfirmation happens when what you actually get from a service is worse than what you expected. When the service falls short of those expectations, satisfaction drops because the outcome didn’t live up to the standard you had in mind. For example, if you anticipate a quick check-in and you wait a long time, or you expect a spotless room and it isn’t clean, you experience negative disconfirmation. This concept is distinct from simply meeting expectations (that’s confirmation) or exceeding them (positive disconfirmation). So the service described is one that does not meet expectations.

Negative disconfirmation happens when what you actually get from a service is worse than what you expected. When the service falls short of those expectations, satisfaction drops because the outcome didn’t live up to the standard you had in mind. For example, if you anticipate a quick check-in and you wait a long time, or you expect a spotless room and it isn’t clean, you experience negative disconfirmation. This concept is distinct from simply meeting expectations (that’s confirmation) or exceeding them (positive disconfirmation). So the service described is one that does not meet expectations.