What is the "Delighters" characteristic of the Kano model of customer satisfaction?
A) "Delighters" are highly satisfied customers
B) "Delighters" are extra features of a product/service that a customer receives at no extra cost
C) "Delighters" are dedicated customer service personnel who look after the needs of customers and respond to those needs
D) "Delighters" are the unexpected characteristics that surprise the customer. Their absence does not cause dissatisfaction but their presence delights the customer
Correct Answer:
Verified
Q31: Service marketers have argued for a 7-Ps
Q32: Which of the following is not an
Q33: What is meant by the term "perceived
Q34: What are distribution channels?
A)Distribution channels are promotional
Q35: Which of the following is not controlled
Q37: In order to achieve commercial success in
Q38: Service marketers have argued for a 7-Ps
Q39: What is the major difference between the
Q40: What is the core problem with the
Q41: Research has found that there is a
Unlock this Answer For Free Now!
View this answer and more for free by performing one of the following actions
Scan the QR code to install the App and get 2 free unlocks
Unlock quizzes for free by uploading documents