Transcription: Customer expectations depend upon TubePack's performance. So if TubePack increases its performance in, say, delivery service, customers will increase their expectations regarding delivery service and expect more in the future. On the downside, the bar doesn't get lowered that easy, so if TubePack lowers its performance in, say, delivery service, customers will continue to expect higher delivery service from them for a long time. Now this gap between performance and expectation is a large determinant of how 2-Pack performs in the marketplace.
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