1. The easiest way to identify customers is to think in terms of:
A. communication channels.
B. service-delivery models.
C. customer–supplier relationships.
D. stakeholders in the service delivery system.
2. _____ refer to the requirements that are expected in a product or service.
B. Satisfiers C. Exciters D. Delighters
3. Providing _____ is often considered the minimum required to stay in
B. satisfiers C. exciters D. delighters
4. Which of the following is correct?
a. perceived quality = actual quality - expected quality b. expected quality = perceived quality - actual quality c. actual quality = expected quality - perceived quality d. perceived quality = expected quality - actual quality
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