Costs That a Manager CANNOT Control Are Called

question 21

Multiple Choice

Costs that a manager CANNOT control are called:

• A) Direct costs
• B) Indirect costs
• C) Uncontrollable costs
• D) Segment costs

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Definitions:

Kano's Model

Kano's Model is a theory for product development and customer satisfaction that classifies customer preferences into five categories: Must-be, One-dimensional, Attractive, Indifferent, and Reverse, to prioritize features.

Customer Satisfaction

The measure of how well a company's products or services meet or exceed customer expectations.

Delighters

Features or elements of a product or service that exceed customer expectations, leading to high satisfaction and loyalty.

Word-of-Mouth

The process by which people share information and opinions about products, services, or experiences, influencing the attitudes and behaviors of others.