Expected quality is a measure of what a manufacturer thinks customers want in a product or service.
Correct Answer:
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Q1: Likert scales allow customers to express their
Q2: The computation of "customer perceived value" (CPV)involves
Q3: Unexpected dissatisfaction occurs when expected quality is
Q5: Producers should focus on a customer's perception
Q6: The first step in designing a customer
Q7: The scope of customer satisfaction criteria is
Q8: Failure to identify appropriate quality dimensions has
Q9: The total package of products and services
Q10: According to Kano's classifications,as customers become more
Q11: Customer-contact employees are employees who experience "moments
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