According to the gap model,the term "_____" refers to the needs and requirements of a customer.
A)actual quality
B)delighters
C)expected quality
D)exciters

Question

Quizplus · Accepted Answer

According to the gap model, "expected quality" refers to the needs and requirements of a customer. Actual quality refers to the delivery of the service, delighters are features that exceed customer expectations, and exciters are features that differentiate the service from competitors.

According to the Gap Model,the Term "_____" Refers to the Needs