Which of the following is an example of a "Must Be" characteristic of the Kano model of customer satisfaction?
A) In a hotel, customers expect extra towels
B) In a hotel, customers expect service at reception and a clean room
C) In a hotel, customers expect free room service
D) In a hotel, customers expect satellite television and a bath
Correct Answer:
Verified
Q21: When does customer satisfaction occur?
A)When perceived performance
Q22: What does the "Product" element of the
Q23: A marketing strategy is an idea or
Q24: Customers' expectations are mainly formed through _?
A)the
Q25: Any marketing strategy will be ineffective unless
Q27: What does the "Place" element of the
Q28: Which of the following is not a
Q29: Which of the following is an example
Q30: The marketing mix consists of which of
Q31: Service marketers have argued for a 7-Ps
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