Answer:
The two theories that best explain customer satisfaction are disconfirmation paradigm and expectancy-value concept. Disconfirmation theory postulates that customers com- pare a new service experience with a standard they have developed. Concepts often have multiple definitions, so the theoretical framework involves clearly defining what you mean by each term. Example: Problem statement and research questions Company X is struggling with the problem that many online customers do not return to make subsequent purchases.
Explanation:
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