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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

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.

A. Dissatisfiers

B. Satisfiers C. Exciters D. Delighters

3. Providing _____ is often considered the minimum required to stay in

A. dissatisfiers

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

Apr 23 2021 View more View Less

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