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Unformatted text preview: your forthrightness. 6. How can a project manager influence customer expectations and perceptions? According to the met expectations model, customer satisfaction is a function of the extent to which perceived performance exceeds expectations. Through their interactions with customers, project managers can influence customers base expectations (what they expect to get) and perceptions of performance (what they actually received). The project manager, through frequent communication, educates clients so that they can make valid judgments as to project performance and reduces misunderstandings that can lead to disappointment and dissatisfaction....
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- Fall '10
- Project Management