When consumers have difficulty in verbalizing their perceptions, and there are different alternative brands of toothpaste, what is the best method of judging them in terms of similarity?

The customer's level of satisfaction is influenced by the comparison of expected quality to actual perceived quality.

a. true b. false

Why is the Web experience different for mobile phone users than for people who are surfing from a computer?

A) smaller screen sizes B) longer download times C) lack of software D) all of the above E) none of the above