According to the dynamic process model, two different types

of expectations have opposite effects on perceptions of service quality. One of these is that $\_\_\_\_\_\_\_\_$ overall service quality.

Group of answer choices

increasing customer expectations of what the firm will deliver improves the perceptions of

increasing customer expectations of what the firm will deliver decreases the perceptions of

decreasing customer expectations of what the firm should deliver decreases the perceptions of

decreasing customer expectations of what the firm will deliver improves the perceptions of