The distinction of whether a customer service is considered expected or augmented is based upon the _____.
A)degree of computerization
B)retailer size
C)cost of the service offered
D)target market served

Question

Quizplus · Accepted Answer

The distinction of whether a customer service is considered expected or augmented is based upon the target market served. Expected services are those that are considered standard and commonly offered by all competitors in the market, whereas augmented services go above and beyond what is typically expected and are designed to provide additional value to a specific target market. For example, a luxury hotel may offer personalized concierge services as an augmented service to differentiate themselves from their competitors and provide added value to their high-end clientele.

The Distinction of Whether a Customer Service Is Considered Expected