What Is the "Delighters" Characteristic of the Kano Model of Customer

question 93

Multiple Choice

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

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Definitions:

Dartmouth V. Woodward

A landmark U.S. Supreme Court case in 1819 that affirmed the sanctity of contracts and contributed to the rise of corporations in America.

Corps of Discovery

The name given to the expedition led by Lewis and Clark from 1804 to 1806 by the United States to explore the newly acquired Louisiana Territory and the Pacific Northwest.

Californios

Residents of Spanish or Mexican heritage living in California before it became a part of the United States.

Empress of China

The title given to the female ruler of an empire in China or, historically, the first American ship to trade with China in 1784, marking the start of the China trade.