Product and service features that are unexpected and surprisingly enjoyable are known as ___________.
A) Satisfiers
B) Musts
C) Delights
D) Ego-oriented services
E) Forecasted intensifiers

Question

Quizplus · Accepted Answer

Delights are unexpected and surprisingly enjoyable product and service features that can exceed customer expectations and create positive emotions and loyalty. Satisfiers are basic product or service features that meet customer expectations, while musts are features that are considered essential by customers and are necessary to even consider purchasing the product or service. Ego-oriented services are luxurious or exclusive services that cater to customers' desires for status or self-esteem. Forecasted intensifiers are anticipated features that customers expect based on industry trends, market research, or previous experience.

Product and Service Features That Are Unexpected and Surprisingly Enjoyable